Booking.com Cancelled Accommodation Four Weeks before Stay

[Deactivated] on 03/01/2020 - 15:58
Last edited 03/01/2020 - 16:31 by 1 other user

Received an email from booking.com stating they've cancelled our reservation for a 3 week stay in Melbourne 4 weeks before our designated stay date. Finding it really difficult now to find something similar that meets our needs but is in our price range. From the Vic consumer website there is this statement:

Businesses will be in breach of contract if they cancel a booking they have already accepted, unless they are legally permitted to do so (for example, under a valid term of the contract or if performance of the contract is frustrated as described earlier).

The customer may be entitled to claim damages from the business as compensation for any loss they suffer as a result of the business’ actions.

Do I just leave it or is there something I can do about it?

Thanks

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  MrHyde on 03/01/2020 - 16:03

  What do the terms and conditions that you accepted at the time of booking say?

  In any case, I'd call them up and ask if they can help find a replacement location at a similar price.

  • 

    [Deactivated] on 03/01/2020 - 16:24

    I don't know, I find the terms and conditions and booking.com aren't responding to emails

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  spackbace on 03/01/2020 - 16:09

  -1

  The customer may be entitled to claim damages from the business as compensation for any loss they suffer as a result of the business’ actions.

  Oh ffs don't quote that. When you booked, you agreed to Booking.com's terms and conditions, it was right there on the check box you ticked to process the booking. These terms cover cancellations.

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    [Deactivated] on 03/01/2020 - 16:15

    +1

    I don't have the conditions as the place isn't listed anymore. What do you mean these terms covered cancellations? That they can cancel whenever they want to? Then what's the point of ACCC if everyone can just set their own terms and conditions? I thought it was to prevent unfair contracts. I couldn't cancel without paying 100% of the cost but they can cancel without any repercussions ?

    • 

      spackbace on 03/01/2020 - 16:17

      Booking.com's terms are generic, and you'd need to consult the terms of the hotel.

      Did the hotel give a reason? Have you contacted the hotel to ask why the cancellation?

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  [Deactivated] on 03/01/2020 - 16:15

  +7

  Sorry, it sucks but I think they've given you reasonable notice.

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  jimbobaus on 03/01/2020 - 16:21

  Had you paid for the room?
  Booking.com themselves do not manage the bookings, this means the reservation was canceled by the hotel/venue

  You are allowed in a lot of cases to cancel without charge up to 4 weeks prior to your booking.
  This is a two way street, the hotel can do this also if the need arises.

  Sounds like they have become overbooked and in this situation as per Booking.com's terms they are allowed to cancel without issue.
  if its less than 2 weeks booking.com requires the hotel to re-accommodate you and cover any costs associated with this (including transport to a different hotel)

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    [Deactivated] on 03/01/2020 - 16:26

    It wasn't a hotel, I think it was an air bnb type. Yes I paid for the accommodation, I don't see the two way street, there was no cancellation option for me.

    • 

      jimbobaus on 03/01/2020 - 16:29

      +2

      Yeah i get that and yes it sucks,
      if it was a home/apartment then the rules are different again
      If they are essentially renting you the entire property it sounds like the property will not be suitable/available
      Booking.com is quite strict about allowing hosts/hotels/venues to cancel, they would of had to submit a reason with evidence via Pulse (Booking.com's host/hotel system) and then after review they would of allowed the cancellation .

      You should get a full refund but i doubt you will get any compo, if it was a hotel they probably would of helped you out by moving you to another hotel or giving you chance to cancel with full refund.

      • 

        [Deactivated] on 05/01/2020 - 10:54

        No worries, thanks a lot!

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  Mechz on 03/01/2020 - 19:57

  -1

  Maybe they decided to give it to a family affected by the bushfires? Maybe the owner was going somewhere but can't now due to bushfires. Just something to think about.

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    [Deactivated] on 03/01/2020 - 21:11

    You can't book ANY dates. I realised this a while ago and thought maybe they've decided to stop the business but since we've booked, they will accommodate us only to tell us now.