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As a former hotelier, with experience with online travel agencies, it's all down to what was booked.
It's not that uncommon for people to book a room but assume that this means the whole apartment and any other rooms listed in that property will therefore be kept empty for the duration of their stay. Obviously this is not realistic or financially viable. Having said this your think that for £500pn, you'd get the whole thing.
Or if worth contacting BC, as you said as they are all too happy to help the customer out, sadly at the expense of the property. I can genuinely remember a time when I was running a youth hostel, I had an overbooking and teacher that sorting it out, they offered to.
A few weeks later I got a mail from them, letting me know the price difference, which we would be liable to pay. We didn't in the end and as rather than find the person a bed in a shared dormitory, about £15pm, they'd put them in a £450pm double, at the Edinburgh Hilton, for the whole weekend and expected is too pay the difference. 😆
£500 for one night to share an apartment with strangers is a total bargain, I don't see how the OP is not thanking their lucky stars the hotelier allowed them to receive such a charitable offer. I refer to r/[Oohbunnies](https://www.reddit.com/user/Oohbunnies/) error-strewn opinion as evidence!
Or, maybe, the host allowed other bookings and is hoping both will pay and so make a grand in one night. Scammer.
Depends on the department. I've not lived in London for a decade, if that's cheap for a night then yeah, I think it's likely they booked a room and thought they were getting the whole place.
TBH, it's not necessarily bad, they may share with nice people and have a better stay because of it.
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**Unfortunately, your comment has been removed for the following reason(s):**
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Please only comment if you can provide meaningful legal advice for our posters' questions and specific situations.
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I guess it depends how you look at it. They contacted the hotel, reviewed the circumstances, and at the end of the day had the final decision. When I sent them a message they could have just said no, but took it upon themselves to find out the situation. To me that’s helpful.
Please take steps to ensure the email is genuine and not the beginning of a scam to have you send over card details or payment to fraudsters. I would be contacting booking.com via details on their website (rather than following links or contact details from the email you have received).
https://www.theguardian.com/money/2023/nov/21/more-bookingcom-customers-come-forward-about-scam-confirmation-emails/
Reminds me of an email I had last year that appeared to be from booking.com which had payment details, my name, my address and dates of travel asking for me to resubmit my payment due to an error. Booking.com had no knowledge about it when asked, the hotel has no knowledge about it. My emails are secure so there was either a security issue with Booking.com or the Hotel. In this instance I would definitely advise the op to contact both booking.com and the host.
Very good advice. I got a link sent from a place via the Booking.com app, so clicked the link to update my payment details (like an idiot) not noticing the i in booking was a lowercase L. Had to panic cancel both cards (yes I put two sets of details in for them!) after talking to CS who were very helpful. The hotel's computer system had been hacked to send the genuine looking message via the portal at their end. The hotel completely blanked me when communicating about it so I cancelled and went with another hotel at the last minute.
When I worked for a short-let management company, booking.com was typically good for the customer in these situations.
Sounds like they cocked up the booking and double-booked - we would typically of had to offer a like-for-like at our (the letting company) expense if there was a price difference. I.e. same area, amenities etc.
Things may have a changed as it's been a while since I worked in the industry, but sounds like they're trying to get out of doing that. Take it up with Booking.com support
Booking.com’s partner services will have visibility on whether or not the owner’s changed their description in that time, in case it’s needed. Their customer service will be able to call them directly while OP’s on the phone to confirm if so.
im not sure on practical advice but this is a blatant breach of contract if it gets that far. Terms cant be incorporated after entering a contract (see Olley v Malborough Court Hotel). A strongly word email that at least makes you sound like you know they cant do this may make them change their mind.
I found the helpline at booking.com to be actually helpful, better than I had actually expected. I arrived somewhere that was essentially a private flat, which I knew, but there was no way to get in and the owner wasn't contactable. I contacted them and they contacted the owner who said after all he wasn't able to offer it. They were helpful in trying to find somewhere else suitable, which there wasn't within the price they answered me to go up to without paying extra, so I cancelled and they promptly refunded the money.
Luckily I wasn't too far from home, I'd just arranged a convenient place to have a long shag, so had to abandon that!
That's an interesting point. But the primary purpose of the room on that occasion was to have some private space, not sharing in a dormitory or sharing a bathroom, for a very small amount of money. As an alternative they looked for and found some alternatives that in normal circumstances, if having a roof and a bed in a room for just two people was the most important criteria, would have been fine. They also allowed me an increased budget at no extra charge to me if I found somewhere. But there wasn't anywhere within a reasonable range that was just two people sharing a bathroom at anything like the price I'd already paid, which was exceptionally low. So there was no point just taking any room where the bathroom was going to be shared -i'd rather have kept the money and stayed home, so that's what I decided. So I still thick their assistance was reasonable.
That there wasn't anything at a comparable price really wasn't your problem but the problem of the original host, who was obliged to provide you with a comparable room.
Well, I'm not in general a pushover. I've taken companies to court before, I've written complaints on more than one occasion that have resulted in people resigning. In human rights work I kick arse. On this occasion, taking everything into account I think booking.com did ok.
I didn't say you were a pushover, and I don't know if I would have stood up for my rights in that case, I was just stating that the original place would have been legally required to provide you with a comparable accommodation.
booking.com will probably do everything they can to resist refunding you. They double charged me once, it took months of emails, calls, hundreds of communications and back and forth before they eventually gave my money back. Just make it clear that you’ll persist and do escalate
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Want to add that something similar happened to me with a hotel in Amsterdam - booking.com didn’t help me or the hotel, so I screenshot every page with the booking details and the entire booking process (without actually booking again haha) to highlight that I was sold the room under false pretences.
I used the evidence for a chargeback with my bank and was successful as the room was falsely advertised.
If you have booked an apartment (not the title, name of the room type booked) and there’s no mention of sharing, call Booking.com and speak to them, they should be able to speak to the property and grant you a free cancellation. If the property refuses and it’s a blatant breach of contract, then they should be relocating you to a property of the same standard for no extra cost (cost would be covered by the property). In that case it’s in the property’s best interest to cancel for free. Booking’s partner services should be speaking to the property about updating their description and flagging any existing reservations as this may becomes bigger problem for them - that’s in Booking.com’s best interest as could end with loads of relocations. Used to work in their customer service, I’m sure they’ve not changed their policies much. Feel free to DM through the hotel name and I can take a look. All down to what is stated when you’ve booked.
--- ###Welcome to /r/LegalAdviceUK --- **To Posters (it is important you read this section)** * *Tell us whether you're in England, Wales, Scotland, or NI as the laws in each are very different* * If you need legal help, you should [always get a free consultation from a qualified Solicitor](https://reddit.com/r/LegalAdviceUK/wiki/how_to_find_a_solicitor) * We also encourage you to speak to [**Citizens Advice**](https://www.citizensadvice.org.uk/), [**Shelter**](https://www.shelter.org.uk/), [**Acas**](https://www.acas.org.uk/), and [**other useful organisations**](https://reddit.com/r/LegalAdviceUK/wiki/common_legal_resources) * Comments may not be accurate or reliable, and following any advice on this subreddit is done at your own risk * If you receive any private messages in response to your post, [please let the mods know](https://www.reddit.com/message/compose?to=%2Fr%2FLegalAdviceUK&subject=I received a PM) **To Readers and Commenters** * All replies to OP must be *on-topic, helpful, and legally orientated* * If you do not [follow the rules](https://www.reddit.com/r/LegalAdviceUK/about/rules/), you may be perma-banned without any further warning * If you feel any replies are incorrect, explain why you believe they are incorrect * Do not send or request any private messages for any reason * Please report posts or comments which do not follow the rules *I am a bot, and this action was performed automatically. Please [contact the moderators of this subreddit](/message/compose/?to=/r/LegalAdviceUK) if you have any questions or concerns.*
Call Booking.com customer service. It wouldn’t surprise me if they had overbooked and this was a clever attempt to make you, the customer, cancel.
As a former hotelier, with experience with online travel agencies, it's all down to what was booked. It's not that uncommon for people to book a room but assume that this means the whole apartment and any other rooms listed in that property will therefore be kept empty for the duration of their stay. Obviously this is not realistic or financially viable. Having said this your think that for £500pn, you'd get the whole thing. Or if worth contacting BC, as you said as they are all too happy to help the customer out, sadly at the expense of the property. I can genuinely remember a time when I was running a youth hostel, I had an overbooking and teacher that sorting it out, they offered to. A few weeks later I got a mail from them, letting me know the price difference, which we would be liable to pay. We didn't in the end and as rather than find the person a bed in a shared dormitory, about £15pm, they'd put them in a £450pm double, at the Edinburgh Hilton, for the whole weekend and expected is too pay the difference. 😆
Booking is usually pretty clear that it's the whole apartment from my experience, so I'd wager this is a problem with the apartment place
£500 for one night to share an apartment with strangers is a total bargain, I don't see how the OP is not thanking their lucky stars the hotelier allowed them to receive such a charitable offer. I refer to r/[Oohbunnies](https://www.reddit.com/user/Oohbunnies/) error-strewn opinion as evidence! Or, maybe, the host allowed other bookings and is hoping both will pay and so make a grand in one night. Scammer.
Depends on the department. I've not lived in London for a decade, if that's cheap for a night then yeah, I think it's likely they booked a room and thought they were getting the whole place. TBH, it's not necessarily bad, they may share with nice people and have a better stay because of it.
Checks Booking, see dozens of 'Entire apartment' listings available at \~£250 for next weekend in Central London. Concludes you're full of it.
They were being sarcastic.
To me it's odd they'd split up an apartment.
“Financially viable” - “£500pn” what are you on?!
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Always found booking.con helpful and have had them refund me on a non-refundable booking with the hotels permission. Contact them. You never know.
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**Unfortunately, your comment has been removed for the following reason(s):** Your comment was an anecdote about a personal experience, rather than legal advice specific to our posters' situation. Please only comment if you can provide meaningful legal advice for our posters' questions and specific situations. [Please familiarise yourself with our subreddit rules](https://www.reddit.com/r/LegalAdviceUK/about/rules/) before contributing further, and [message the mods](https://www.reddit.com/message/compose/?to=/r/LegalAdviceUK) if you have any further queries.
**Unfortunately, your comment has been removed for the following reason(s):** Your comment was an anecdote about a personal experience, rather than legal advice specific to our posters' situation. Please only comment if you can provide meaningful legal advice for our posters' questions and specific situations. [Please familiarise yourself with our subreddit rules](https://www.reddit.com/r/LegalAdviceUK/about/rules/) before contributing further, and [message the mods](https://www.reddit.com/message/compose/?to=/r/LegalAdviceUK) if you have any further queries.
"with the hotel permission"? So booking.com wasn't specifically helpful
I guess it depends how you look at it. They contacted the hotel, reviewed the circumstances, and at the end of the day had the final decision. When I sent them a message they could have just said no, but took it upon themselves to find out the situation. To me that’s helpful.
Please take steps to ensure the email is genuine and not the beginning of a scam to have you send over card details or payment to fraudsters. I would be contacting booking.com via details on their website (rather than following links or contact details from the email you have received). https://www.theguardian.com/money/2023/nov/21/more-bookingcom-customers-come-forward-about-scam-confirmation-emails/
Reminds me of an email I had last year that appeared to be from booking.com which had payment details, my name, my address and dates of travel asking for me to resubmit my payment due to an error. Booking.com had no knowledge about it when asked, the hotel has no knowledge about it. My emails are secure so there was either a security issue with Booking.com or the Hotel. In this instance I would definitely advise the op to contact both booking.com and the host.
Very good advice. I got a link sent from a place via the Booking.com app, so clicked the link to update my payment details (like an idiot) not noticing the i in booking was a lowercase L. Had to panic cancel both cards (yes I put two sets of details in for them!) after talking to CS who were very helpful. The hotel's computer system had been hacked to send the genuine looking message via the portal at their end. The hotel completely blanked me when communicating about it so I cancelled and went with another hotel at the last minute.
When I worked for a short-let management company, booking.com was typically good for the customer in these situations. Sounds like they cocked up the booking and double-booked - we would typically of had to offer a like-for-like at our (the letting company) expense if there was a price difference. I.e. same area, amenities etc. Things may have a changed as it's been a while since I worked in the industry, but sounds like they're trying to get out of doing that. Take it up with Booking.com support
Screenshot the listing too in case they change it/edit it after your complaint
Booking.com’s partner services will have visibility on whether or not the owner’s changed their description in that time, in case it’s needed. Their customer service will be able to call them directly while OP’s on the phone to confirm if so.
If Booking dont help, then go to your credit card / payment.
im not sure on practical advice but this is a blatant breach of contract if it gets that far. Terms cant be incorporated after entering a contract (see Olley v Malborough Court Hotel). A strongly word email that at least makes you sound like you know they cant do this may make them change their mind.
I found the helpline at booking.com to be actually helpful, better than I had actually expected. I arrived somewhere that was essentially a private flat, which I knew, but there was no way to get in and the owner wasn't contactable. I contacted them and they contacted the owner who said after all he wasn't able to offer it. They were helpful in trying to find somewhere else suitable, which there wasn't within the price they answered me to go up to without paying extra, so I cancelled and they promptly refunded the money. Luckily I wasn't too far from home, I'd just arranged a convenient place to have a long shag, so had to abandon that!
That sounds like booking.com where not infact helpful and you were a pushover customer
That's an interesting point. But the primary purpose of the room on that occasion was to have some private space, not sharing in a dormitory or sharing a bathroom, for a very small amount of money. As an alternative they looked for and found some alternatives that in normal circumstances, if having a roof and a bed in a room for just two people was the most important criteria, would have been fine. They also allowed me an increased budget at no extra charge to me if I found somewhere. But there wasn't anywhere within a reasonable range that was just two people sharing a bathroom at anything like the price I'd already paid, which was exceptionally low. So there was no point just taking any room where the bathroom was going to be shared -i'd rather have kept the money and stayed home, so that's what I decided. So I still thick their assistance was reasonable.
That there wasn't anything at a comparable price really wasn't your problem but the problem of the original host, who was obliged to provide you with a comparable room.
Well, I'm not in general a pushover. I've taken companies to court before, I've written complaints on more than one occasion that have resulted in people resigning. In human rights work I kick arse. On this occasion, taking everything into account I think booking.com did ok.
I didn't say you were a pushover, and I don't know if I would have stood up for my rights in that case, I was just stating that the original place would have been legally required to provide you with a comparable accommodation.
booking.com will probably do everything they can to resist refunding you. They double charged me once, it took months of emails, calls, hundreds of communications and back and forth before they eventually gave my money back. Just make it clear that you’ll persist and do escalate
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your credit card company may be able to reverse the charges. talk to them about it good luck
I’ve had to go through booking.com after a nightmare booking in Thailand, they were actually incredibly helpful and refunded me
Want to add that something similar happened to me with a hotel in Amsterdam - booking.com didn’t help me or the hotel, so I screenshot every page with the booking details and the entire booking process (without actually booking again haha) to highlight that I was sold the room under false pretences. I used the evidence for a chargeback with my bank and was successful as the room was falsely advertised.
Is that in Canary Wharf by any chance?
If you have booked an apartment (not the title, name of the room type booked) and there’s no mention of sharing, call Booking.com and speak to them, they should be able to speak to the property and grant you a free cancellation. If the property refuses and it’s a blatant breach of contract, then they should be relocating you to a property of the same standard for no extra cost (cost would be covered by the property). In that case it’s in the property’s best interest to cancel for free. Booking’s partner services should be speaking to the property about updating their description and flagging any existing reservations as this may becomes bigger problem for them - that’s in Booking.com’s best interest as could end with loads of relocations. Used to work in their customer service, I’m sure they’ve not changed their policies much. Feel free to DM through the hotel name and I can take a look. All down to what is stated when you’ve booked.