Hotels.com Review: Booking [protected] – the grove – watford | Complai…

Hello

I am looking to cancel the booking reference 9192437688512 booked via email address mrs.[protected]@hotmail.co.uk

On booking the hotel I selected a booking for 2 adults and 2 children and paid with free cancellation option. The next day I received a call advising the booking had only gone through as a 2 adult booking and would require an additional £800+ to add 2 children.

The hotel advised they were unable to cancel from their end as the booking was made via your website – they also reinstated the fact the booking was a free cancellation. On attempting to cancel via your website a charge of £187 is being applied to cancel; this I feel is unwarranted as the booking was made for a party of 4 and in checkout became a booking for 2. The booking was also made with free cancellation but is now charging a substantial amount to cancel

I would appreciate a quick response to this distressing situation and all attempts to call have failed due to only being able to contact a virtual agent

Look forward to hearing from you

Sima Younis
[protected]