Trip Advisor tricked me out of £840!

[HeckyWithTheGoodBear]

Made a booking to go on holiday yesterday, then changed it to a few weeks time to fit in with uni dates.

Specifically did it with tripadvisor/ booking.com as there is no deposit or cancellation fees up to 2 weeks before you travel, and money is tight so it was good to know we could cancel if necessary.

Anyway, it was necessary to cancel (unexpected money had to be spent on essential household/ children's stuff) so I did. Did that last week; I checked and they had sent me an email saying all is fine and I would not be charged.

Got an email today saying that I had not showed up yesterday (the original booking date) so would be charged £840.

It seems I did not get an email to confirm that I changed the dates, but that is definitely what I did; I logged into booking.com went to my bookings and clicked change the dates.

I've lost and ordered a new card since the booking so I think that's why no money went out today. Thank goodness as its rent day today and we wouldn't have had it. What a nightmare!

What do I do? Where do I stand legally? AIBU not to pay it? I definitely can't afford to, and although I should have checked for a confirmation email which I usually always do, Sod's law, I know for a fact I changed the date of my original booking, not made a new one

Well done if you understood any of that, and please don't tell me too many times how stupid I am, my anxiety is going through the roof

[HeckyWithTheGoodBear]

It does have a different reference number. But I know i didn't book another holiday.

Realistically, if I don't pay, what will happen? I've never not paid anything before. A mark on my credit score? But I can write a note explaining, or no? Bailiffs? Court? How serious is this likely to get?

[HeckyWithTheGoodBear]

I will call tomorrow. But if anyone can tell me if they think I should pay, or not, before I call, I'd be eternally grateful. I'm going to be up worrying all night

[Fleurdelise]

I would try and talk to them first. Is very hard to find an actual person to talk to, at least it was for us, but when finally doing so we found them very helpful. We booked something that didn't allow cancellation but they have cancelled our booking without any cancellation fees.

So try emailing first, explain the situation, don't highlight the different reference numbers and ensure your bank is instructed not to release any payments to them until sorted.

[OnlyLovers]

God. No advice, sorry, but good luck OP. Try Citizens Advice website?

[myNameChangedName]

Realistically, if I don't pay, what will happen? I've never not paid anything before. A mark on my credit score? But I can write a note explaining, or no? Bailiffs? Court? How serious is this likely to get?

Theoretically court but civil where the balance of probability is weighed as opposed to beyond reasonable doubt and you'll be fine. Just keep all evidence and if contacted supply all the 'evidence' you have.

Realistically. Nothing. You may be blacklisted from booking.com. In which case, fuck 'em.

The important thing for you is to make sure the figure won't be deducted from your account. Contact you bank and ask questions / explain. It's in their interests to protect you, their customer.

[Sweettuth]

If paid by credit card you can explain to your bank what has happened and they will be able to advise whether you have a case for disputed transaction.

[Fleurdelise]

I just logged into my account and it shows me my bookings made since last summer. Try logging into your account and see all your bookings. Does it show in there twice?

I wouldn't pay it until you discuss and try to resolve it.

[plantsitter]

Definitely don't pay if you can't afford it. You're just going to have to argue and argue, but you are in the stronger position because they don't have your money!

[Sweettuth]

Same applies to debit card

[HeckyWithTheGoodBear]

Thanks for all great advice. Feeling less worried now. I'll call my bank first thing tomorrow, though I only have a few quid in there now the rents gone out and I'm pretty sure they can't take any with the wrong card number. Though I will check. And call them and try and sort it out too. thanks again

[HeckyWithTheGoodBear]

Nope! The 18th may booking is all it shows, apart from our Christmas present hotel visit from PIL next week - hope it won't affect that?

[HeckyWithTheGoodBear]

Sorry I've been saying 30th when it's actually the 18th. I couldn't remember the specific day and a PP said 30 so I just rolled with it

[AnchorDownDeepBreath]

Are you sure you booked a changeable rate? They aren't all cancellable on booking.com.

I changed a work booking by a day last week and it tried to do the same thing, added them as extra days rather then replacing the original. I noticed the original hadnt changed though, so didn't get caught out.

Double check it was cancellable and you were within the range of being able to cancel without penalty, and screenshot that. Booking.com used to have a problem with letting people cancel their bookings in the website when really they weren't cancellable, and the hotel would still take the money. I thought it had been fixed but perhaps not!

Otherwise the bank should help.

[HeckyWithTheGoodBear]

Definitely cancellable

[HeckyWithTheGoodBear]

Sorry, that's the email

[HeckyWithTheGoodBear]

Posted too soon. That's the email I got sent when I cancelled.

[Queenbean]

This is a shit mess for you OP, booking.com are fuckers

I have booked a trip before and despite it being a "we won't take a penny before you arrive" they have pre-authorised the entire amount on my card. Are you sure they have taken the full amount or might they have only pre-authorised the funds?

[Sweettuth]

When did you change the original booking? Was it less than 15 days before the 3rd May?

[HeckyWithTheGoodBear]

When did you change the original booking? Was it less than 15 days before the 3rd May?

Yes. It was at least a month ago, probably 6 weeks

[Sweettuth]

You say in your op that you made the change a week ago. I think that's the problem here

[HeckyWithTheGoodBear]

I have booked a trip before and despite it being a "we won't take a penny before you arrive" they have pre-authorised the entire amount on my card. Are you sure they have taken the full amount or might they have only pre-authorised the funds?

They haven't taken anything luckily! I don't think they can as I've got a new card since the booking was made. But will ring up tomorrow and make sure they can't take my last 17 quid

[HeckyWithTheGoodBear]

You say in your op that you made the change a week ago. I think that's the problem here

No, I cancelled the holiday a week ago (more than 14 days from May 18).

I changed the dates ages and ages ago

[Sweettuth]

Sorry, just re-read the post - so the cancellation was made a week ago in line with the 15 day policy. Really your best bet is to contact your bank I think then go to booking.com with the supporting info from them. Good luck.

[Fleurdelise]

If it only shows once then it is the same booking and it shows as cancelled. Therefore I wouldn't even bother cancelling them by phone, I'd send them a courtesy email stating there has been a mistake and I received an email demanding payment of a booking I have cancelled. "Please see attached email confirming cancellation" and attach their email.

Then instruct the bank not to release any funds.

Then if they have any unresolved issues they can contact you.

[Natsku]

Definitely don't pay it, they made a mistake somewhere along the line. Just call and try and explain and keep at it, and make sure your bank knows not to make the payment (though probably can't anyway because of the card change)