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shelly c.

Contributor Level

Total Points
83

1 Review by shelly

  • Booking.com

10/22/14

My partner and I booked our hotel room in Kandi, Sri Lanka, from the capital, Columbo, via booking.com yesterday morning.

When we arrived at the hotel last night we were presented with a bill for approximately double the confirmed price. Naturally we questioned this and were told to take up the matter with booking.com.

Upon calling them the agent was rather unhelpful up until the point I sent him an image of the confirmation page we received after making the booking, when he became extremely so and rather rude.

We booked our rooms in "Rs" and received a confirmation also in "Rs". After seeing the confirmation page the agent put me on hold to talk with his supervisor, and after several minutes returned telling me he'd resolved the problem. The "Rs" mentioned were Indian rupees which are of a higher value than Sri Lankan rupees. He went on to say that we must have chosen this denomination. We did not.

He went on to explain in a brusk manner that on their website they use "LKR" to denote Sri Lankan rupees and "Rs." to denote Indian rupees, so if you understand this there would have been no confusion. However, when you go to currency conversion websites, Indian rupees are never indicated in this way, rather they are denoted by "INR".

The agent went on to explain in a patronizing way that many countries use dollars as a currency, so the type of dollar must be specified, which I accept but if you're going to do this you can't just make up your own system of codes and expect the rest of the world to understand it!

Also, if you're in the US, Australia or Hong Kong, where the dollar is used, it is assumed you mean the local currency and not one or the same name but of a higher value. That's called fraud.

The agent said on more than one occasion that he was "perfectly capable of handling" the matter on his own. Clearly this was not the case and even his and his supervisor's efforts were deficient in resolving this simple issue.

You may have a reasonable experience booking through these people, but if, like us, you want to simplify your holiday and take things at face value, go to another site or better yet, book directly with the hotel.

I will never use this company again and will take great pleasure in advising others to do the same!

Service
Value
Shipping
Returns
Quality
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Bookingcom T. – Booking.com Rep

Hi Shelly,

Please accept my apologies for the inconvenience caused. Could you please provide your reservation number or email it to customer.web@booking.com referring to this this post.
I would like to investigate this matter further and to update you with the outcome.

Regards,
Jamie
Booking.com Customer Service Team

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Shelly C.'s review of Booking.com earned 3 Very Helpful votes

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