Athar A.

Booking.com Guarantees best rates according to their website:
"Whether you're staying in a city, by the coast or in the countryside, Booking.com guarantees to offer you the best available rates" It further goes on to say "We want you to pay the lowest price possible for your stay. Should you find your accommodation, with the same reservation conditions, at a lower rate on the Internet after you have made a reservation through us, we will match the difference between our rate and the lower rate under the terms and conditions of the Best Price Guarantee."

I had booked my hotel stay to Dubai. Next day, I found the same exact hotel $400 cheaper WITH free breakfast included, on Orbitz. I contacted Booking.com and they stated to provide proof. I walked the agent through Orbitz site and they agreed! They requested that I send an email to their 'Customer Service Escalation Team'. I did. They replied saying that since the hotel does not have free cancellation, they cannot offer the refund for hte excess rate. I had sent couple of emails and they DO NOT STAND by their word. This will be the LAST time i use Booking.com. I have warned all of my family and friends and this surely is a CHEAP SHOT! TALK ABOUT FALSE ADVERTISING.

I also sent the escalation team a copy of their own term/condition along with the copy of the flights i had seen on Orbitz. Definately a cheap shot by the company not to stand by their customer. True case of Bait and Switch!_______________________________________________________________
This is in regards to my earlier message in which "Andrea" from Booking.com Customer Service Team responded.

First of all, I appreciate you have replied. Not many company actually take the initiative to do this.

Based on your suggestion, I went to the site and I realized I had described and matched every requirement EXCEPT for:

""4. The conditions of your booking with us still allow penalty-free cancellations and modifications.""

My reservation was not penalty-free cancellation.

If my reservation is or war 'PENALTY FREE CANCELLATION', I myself can cancel it and DO NOT NEED a guarantee from a business in which they promise 'Best Price Guarantee'. Exactly what is the point of this guarantee if a reservation is penalty free cancellation and I can cancel it? It is definately a marketing ploy and hence I will say its a case of Bait & Switch. This is what really upsets me.

Andrea, if you can help me (as suggested by you), can you please work with me and the hotel to try to see if they can cancel my reservation and give me FULL refund?

Thanks