I have booked two hotel rooms instead of just one. AIBU to think I should be refunded?

[mrsgregorypeck]

A few weeks ago, I booked online through Agoda. The transaction didn't seem to be completed so I clicked on again. Best price for the room was non refundable . I received confirmation emails and assumed they had sent duplicates for some reason.

I arrived at the hotel today to learn that I had unwittingly booked two rooms for a fortnight instead of just one. The hotel says that since the rooms are non refundable that they cannot recompense me. I understand their position but has anyone else experienced this? Any advice? If nothing else, id like MN readers to realise how simply this can happen.

I think as it's so last minute, they'll struggle to re-let it for the entire time. The odd night/the weekends, sure, but who books a last minute two week stay in a hotel?!

I would say if you had noticed this - or checked your duplicate booking emails - earlier most places are brilliant at sorting things out as they know these things happen.

But on the day???? No way - It is unlikely they will be able to rent the rooms to someone else on such short notice for all the nights.

Your mistake was not checking the duplicate booking emails when you KNEW there had been an issue with non completing or timing out. Knowing that happened and then ignoring two duplicate booking emails....this is obviously your mistake.

It is difficult as it is for two weeks so a lot of money I would assume but spending that type of money should have meant you doubly checked your booking was OK after an apparent issue with online booking.

All you can do is suggest they advertise the room and if they manage to rebook it for some of the time then they refund you that proportion - I would also check which room it is and if someone is using it during that time then it is worth querying it.

I am sorry but this is a very expensive lesson you have had to learn.

Are you always so patronising basecamp?

but it certainly wasn't made clear that another, second, room had been booked since all details were identical.

I imagine it was pretty clear.

It would have the same details for yourself but probably different booking references and room numbers.

This often happens when people book via a third party like expedia or booking. com. You need to contact them not the hotel. The hotel cannot refund you without the agreement of the booking agency as
They will be charged commission for this booking whether you occupy the room or not.
It's always better to deal directly with the hotel if possible, they can be much more flexible and understanding of genuine mistakes.
Booking, Expedia etc don't give a shit about individual clients and some charge up to 25% commission to the hotels.

I think you're getting a bit of a hard time considering there was clearly a glitch with the online booking system. If the hotel are using the excuse that the room rate is non-refundable, it would have surely made no difference if you'd queried it at the time anyway...?

If you booked via credit card, the CC company might be able to help you recover the money under their insurance.

If you booked via credit card, the CC company might be able to help you recover the money under their insurance.

You don't get insurance as standard on a credit card, although some offer insurance as a bonus. Perhaps you are referring to a chargeback or a s 75 claim?

Either way, none of these would provide cover for a booking error.

I did say 'might'! IMO it's worth calling them to check.

I used to work as a hotel receptionist and we were always getting calls from people who had cocked up their online bookings and wanted us to sort it out as the online agencies were never very cooperative. It would've been easier if they had booked directly with us in the first place.

I think it sounds like a booking glitch too. I wouldn't want to pay twice either. I'd ask if they would fully/partially refund you as a good will gesture.

I have a small business and I take payments with a booking system when things like this have happened in the past I have always given at least credit as otherwise it puts people off using the booking system next time

OP, that's really tough for you, I hope the hotel refunds you at least some of the nights. Obviously they don't have to since it is your own fault for not querying the glitch on screen where you entered it twice or the duplicate email. Also, often there are warnings on booking sites for hotels/tickets/airlines not to hit 'send' or 'back' again even when the transaction appears to be slow or not going through so I use that as a general rule when there's no such warning.
I'm another who, after browsing hotels.com or Expedia for all the options in the area I'm going to, books directly with the hotel or airline's own site because you have more of a comeback and they will at least match the prices if not offer slightly lower ones.