ComplaintsforBooketta

• Initial Complaint

  07/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Booked a hotel online using Booketa. Once booked I arrived at the hotel approximately 2 hours later. I arrived to see police vehicles on site and I was in a long line in the lobby. Three customers before me all had complaints on the rooms and no problems were getting solved, so I chose not to stay. I called and cancelled through there service phone #. This was a no cancellation room, but given the circumstances I thought my health and safety were more important. I was refused a refund of $46.

  Business response

  10/11/2022

  We confirm that we received the letter regarding our customer's complaint over a past accommodation, booked and cancelled on June 13th.

  Our honest apologies for not being in the possession of this letter sooner.

   

  As stated in the letter, ** **** has requested a refund of his non-refundable reservation due to safety reasons.

   

  Booketta, part of the Hotelogical brand, is a third party in the booking process. Our terms and conditions state that we work with suppliers/providers/independent contractors, and never directly with the hotels.

   

  ** **** reached out to Booketta's customer service department on June 13th, requesting a refund as previously stated. The request however was directed only to Booketta, and never to the hotel.

  Our customer arrived at the property, waited in the lobby, and based on other customers' complaints, as he stated, left the property without having a conversation with the front desk.

   

  We have to mention that Booketta is offering rooms through a number of providers, similar to other online agencies, at thousands of properties worldwide: from boutiques, and 2-star hotels to 5-star hotels, apartments, and villas. All the reviews and comments for properties can be found on different platforms on the web, and every customer can verify if they fulfill their requests before making a decision.

  The hotel ** **** booked is a 2-star hotel, and the amenities and the comfort they offer may not be suitable for every customer, unfortunately.

   

  While we understood and agreed to ** ****'s complaint, that safety always comes first, Booketta had to submit the cancellation request to our provider first, in order for them to communicate with the property.

  The only reason why Booketta couldn't refund ** ****, despite the non-refundable policy, is because of the negative answer we received from the provider and the hotel.

   

  The hotel stated that they never discussed with our customer about his reservation and afterward cancellation. They never received the request while ** **** was present there, and because of lack of communication, they did not accept the refund request, unfortunately.

  Booketta specifies in our T&C, that "No refunds will be awarded if Operator is charged for the service or travel inventory." The provider has charged our agency in full as per the hotel's refund denial.

   

  When necessary, we can provide proof of confirmation, recordings and written conversations with all parties in this booking process, terms and conditions, and other necessary documentation.

  I will continue to be here for further communication and proper information. If there is a possibility to find a different resolution for our customer, a credit/discount voucher for future reservations, we would very much want to honor it.

   

  I am looking forward to hearing back from you at your earliest convenience. Our appreciation for your understanding.

   

  Sincerely,

   

  Adelina

  Hotelogical Customer Service

  Customer response

  10/11/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  Regards,
  
  ********* ****
  
  First off, I am a woman. If the owner had reviewed tapes, they would have clearly seen I am a woman. When safety and hygiene are concerned, any star hotel should be able to accommodate those 2 things on a basic level. I'm more offended now with this response than before. I did speak with hotel, but as witnessed when I was in the lobby, customer service and hospitality are not priority at this hotel.

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