They have made a mistake and show the refundable option on the comparing websites but turn out it is a non refundable option which is so tricky. when I complained to the customer service, they abmitted it was a mistake of their miscommunication with hotelcombined but did not cancel my order. It is totally irresponsible and the poorest customer service I have encountered. I have used many booking websites before which I did not have such problems before.
If you're from Europe, and you booked directly on their website (that is, they didn't redirect you somewhere else to make the booking (in which case it'd matter what was listed on that next website)) consumer protection laws should make their attitude clearly illegal. As long as their listed conditions were plausible (which refundable totally is), it's their responsibility to deliver to you what they've advertised, and it doesn't matter if this was a "mistake" in their communication with their supplier; so the loss should come out of their pocket.
Of course, "being in the right" and "getting your rights" are rather different things - but you should be able to successfully sue them, and if you can get beyond the lowest level of their helpdesk to someone clueful enough to talk to a lawyer and realize this, they might fold. (Then again, you might be American, where I suspect these types of protections don't exist...)
[ 10-Dec-2014, at 09:26 by Sander ]
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