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to be intrigued (read: appalled) at's seemingly new policy...

(36 Posts)
Jewels234 Sat 06-Jun-15 22:37:13

Regarding payment.

I have used on a very regular basis over the past few years, and have on a few occasions paid slightly more for the flexibility of the free cancelation service. These have always been booked on the basis that the full amount is payable on check out at the hotel.

Anyway, I came to book a holiday for next year (my honeymoon actually, so a pricier holiday than I would normally book). At the moment I need some flexibility about where I go, but hotels are booking up fast, so I used the 'free cancellation' option again.

However this time, turns out they charge a 50% deposit. It's a multi stay trip, so I had booked a few hotels on the same basis, and they were all a 50% deposit. Which was really not explicit in the slightest. Until I checked my bank account and a lot of money had been taken from it.

AIBU that this is a ridiculous change to make, and not to flag. And also warn you not to make the same mistake I did!

Jewels234 Sat 06-Jun-15 22:38:16

Also, if anyone from reads this...just stop with the pop ups! I don't care that 3 other people are looking at this hotel! It just irritates me!

takingstock Sat 06-Jun-15 22:46:04

You've just made me check my booking because I used the free cancellation service. The email confirmation states explicitly that there is no deposit.

Are the hotels you booked in the UK?

ilovesooty Sat 06-Jun-15 22:48:29

I have two hotels booked with them and haven't been charged a deposit.

Jewels234 Sat 06-Jun-15 22:50:40

I must have been really unlucky. 7 hotels. 7 deposits taken. I need to learn to check the small print better!

Fatmomma99 Sat 06-Jun-15 22:52:41

The thread may as well have been written in [insert name of language you don't speak] but congrats on the event immediately prior to your honeymoon, Jewels. flowers

SwedishEdith Sat 06-Jun-15 22:53:32

I think the deposit is up to each hotel. I do object, however, to their really booking tedious adverts

StareMesto Sat 06-Jun-15 22:58:47

I have used them lots and it always says what the booking conditions are each time. If breakfast is included, dates for cancellation, whether a payment or deposit is immediately due...

StareMesto Sat 06-Jun-15 23:04:37

Plus I had an issue once - I think I booked the wrong night - and the support people were very helpful and sorted it out quickly. It is one of the sites I would normally recommend.

BertieBotts Sat 06-Jun-15 23:12:46

I think they are just agents, aren't they? And deposits, cancellation etc is always set by the hotel.

I haven't had to pay a deposit with them ever. And we've had three (count them grin) cancelled trips where we haven't even had to cancel, because you pay on arrival. (Of course we did to be polite!)

MillionToOneChances Sat 06-Jun-15 23:17:38

I use them loads. Deposits are the exception rather than the norm, maybe just a local custom where you're going.

MillionToOneChances Sat 06-Jun-15 23:19:23

And Bertie, good thing you cancelled because they usually charge your credit card for at least the first night if you don't turn up! as I learned to my cost when I changed plans and overlooked a booking

Unexpected Sat 06-Jun-15 23:27:19

What country are you planning on travelling to?

mileend2bermondsey Sat 06-Jun-15 23:55:33


Should have read the t's&c's properly. YABU to book so many hotels you dont actually think you will stay in.

WinterOfOurDiscountTents15 Sun 07-Jun-15 00:00:51

They are very clear on deposits, costs, ts&cs. If you're booking without looking its not their fault, its yours.

florascotia Sun 07-Jun-15 09:14:57

I use a lot and find them very efficient. As others have said, each hotel has different policies about deposits, no-shows etc. It also depends on which price band you choose - the very cheapest prices are often much less flexible (eg no refunds for cancellations) than the slightly higher ones. The terms and conditions for each hotel/price option are set out on the website.

fiveacres Sun 07-Jun-15 09:16:35

This also happened to us yesterday funnily enough.

NickiFury Sun 07-Jun-15 09:31:50

YANBU to book as many hotels as you want even if you won't be staying in all of them. What a silly thing to say. They fully expect you to do it.

This happened to me for one particular hotel I booked but I was ok with it as its a sought after hotel and I am happy we have a definite reservation.

Thanks for posting OP as this will ensure I meticulously read all T&C in future.

fiveacres Sun 07-Jun-15 09:55:50

I looked at my bank balance and couldn't understand where £130 had gone to! Then realised!

BlisterFace Sun 07-Jun-15 09:58:05

Varies by hotel - once I had to pay in full upfront. (Small hotel, adversely impacted by no-shows).

lagirafe Sun 07-Jun-15 10:07:41

I used to manage a hotel as we used and policies vary between hotels so I'm afraid you've just been unlucky!
Enjoy your honeymoon! flowers

LosingTheWillToSkate Sun 07-Jun-15 10:08:48

Sorry to piss on your chips OP but it is nothing at all to do with

They don't process any payment. All they do is send a fax or email to the hotel with your details including card details. It's down to each individual hotel how those are processed.

Each hotel completely maintains its own page in from information on rooms, pricing, photographs and policies. It is just a booking portal. are just an agent. But the payment terms are there, its a mandatory field for the hotelier to complete when setting up their page.

WizzardHat Sun 07-Jun-15 10:15:06

I was charged the full amount the day I booked with - but it was the hotel that did it, not them. Completely agree that it should be made explicit before you book. I was nearly short for my mortgage as it was just before payday. Whether or not it's the fault of or the hotel - it should have been clearer that full payment would be taken that very day.

Whichwaytoturntoday Sun 07-Jun-15 10:31:42

It is there in the terms. Always check carefully. Smaller hotels can't afford to lose money by getting booked up on and then having no show guests. I work in a hotel, and even with a deposit, many guests are rude enough to leave someone waiting up to check them in, and not bother to say that they are not coming.

TaliZorahVasNormandy Sun 07-Jun-15 10:31:52 cocked up a reservation that was made in january. When we went to the hotel, they informed us that we had two rooms. We had only booked the one. Only one confirmation email received. Hotel wanted to charge us for the room, wanted to charge us £60 for cancelling it. Luckily the manager of the hotel just sold the spare room and told where to go.

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