Bonnie S.’s Reviews of Booking.com & more

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“I booked a room for a weekend in NYC and selected the...”

7/20/14

I booked a room for a weekend in NYC and selected the more expensive "refundable" room. When I called the hotel on another matter they told me that they had taken a $289 deposit (that I was unaware would be taken) and that if I were to cancel I would lose the deposit. I called Booking.com and they said that "each hotel has their own policy." I do wonder how I was supposed to know that even though they told me it was refundable up until the day before that is, in fact, not true. I would not use this site again.

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Bookingcom T. – Booking.com Rep Over a year old

Hi Bonnie,

You had been informed correctly that every property on the Booking.com website has a different policy when it comes deposits or cancellations. In order to check a policy before booking a reservation, you can check for the policy under the "Conditions" column in the room selection page. This information is shown when you hover your mouse over the blue question mark. If you could please provide your booking number I can check the policies on your reservation. Alternatively, please send an email to "customer.web@booking.com" if you require further assistance.

Regards, Brian
Booking.com Customer Service Team