Hotels.com cannot honor my booking

[Longtoo]

Hi all,

I booked and paid for accommodation in Ho Chi Minh city via hotels.com for my trip in Nov. Today, I got an email from Hotels.com stating that the hotel cannot honor my booking. Hotels.com gives me the following options:

"We know this is disappointing. We can help you find another property for your stay, or if you prefer, you can cancel and receive a full refund.

Let us know your preference – if you want us to help you find a new location, or cancel for a full refund – by replying to this email or calling us at (866)448-5095. We’re happy to try and find some options that work for you."

It is a 3 bed room apart-hotel in a central location. I can see that other booking platform still have similar rooms/apartments of the same name but at higher price.

What options do I have to resolve this problem?

TIA

 

[Longtoo]

I have done a bit of research. Hotels.com is owned by Expedia, which is a very large online booking platform. Even though the accommodation is overseas and Hotels.com is based in the US, it seems that Fairtrading can help as they some legal power to regulate online booking platforms that serve Australian customers.

Booking platform obligations

Short-term rental accommodation booking platform obligations

www.fairtrading.nsw.gov.au

 

[lovestotravel]

I had the same issue today, twice in fact....

Had a booking for a trip in Australia and got a phone call from Expedia saying my host can't honor my booking..

Expedia offered to find new accommodation and cover the costs, even at a higher rate $200

2 hours on the phone, as the agent had trouble finding new accommodation where I wanted, and was then advised to book something else and they agreed to credit the $200 difference.

I then booked the new accommodation, through Expedia, and that was cancelled again by the host as they can't honor my booking.

I called Expedia again and they have offered to cover a total new cost of $800 extra to stay at a chain hotel relatively nearby, that won't cancel the booking, again.

Can't fault them so far, but will be happy when I see the $800 credit on my credit card....

 

[Longtoo]

Thanks @lovestotravel for sharing your story. I discussed with Hotels.com via their chat function yesterday. The agent kept saying sorry but offering no compensation or any possibilities to resolve the issue apart from forcing me to cancel the booking myself.

I am a gold member of Hotels.com. Putting aside my previous business with Hotels.com, if i was just a new customer, i would be equally gutted. Time to deal directly with the hotels via an online platform. Meanwhile i still have this fight in my hand, thus, any advice or experience sharing would be appreciated.