What Happens When Booking.com Doesn’t Honor Your Booked Rate

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A couple of weeks ago I stumbled across a hotel mistake rate on a Penthouse Suite at the Aria Resort And Casino At CityCenter in Las Vegas thru the booking engine Booking.com.Screen Shot 2015-06-18 at 8.33.56 PMThe deal from Booking.com was for a one-bedroom Penthouse Suite on the night of April 10, 2016 for $110.88 which included 12% tax and a $29 resort fee.Screen Shot 2015-06-18 at 8.21.04 PMMy penthouse suite was supposed to be a  “1,465 square-foot sanctuary you’ll find lavish décor and amenities, pulse-quickening, one-of-a-kind views through floor-to-ceiling windows, and our exclusive one-touch in-room technology that allows you to easily customize your suite’s features. Our 1-Bedroom Penthouse Suite wraps you in a luxuriousness you’ll be reluctant to leave.”Screen Shot 2015-06-18 at 8.49.26 PMAnd within a day of booking, my American Express card was charged – but it was for $78.40 – an amount that I couldn’t figure out. But I still figured that I’m good, right?Screen Shot 2015-06-18 at 8.00.33 PMAnd I thought so until I received this e-mail today:

Screen Shot 2015-06-18 at 8.28.13 PMThe e-mail says:

Dear <my name>,

Thank you for choosing Booking.com.

We would have liked to discuss your reservation at ARIA Resort & Casino at CityCenter Las Vegas on the phone, but unfortunately it wasn’t an appropriate time to call you.

ARIA Resort & Casino at CityCenter Las Vegas has been in touch with us today regarding your reservation <my reservation number>. Due to a technical error loading the room types to our website a room type and rate were offered that is not available,. Unfortunately, this means that they won’t be able to honor your reservation as booked. We sincerely apologize for any inconvenience this may cause.

We’re happy to inform you that ARIA Resort & Casino at CityCenter Las Vegas has found a solution for you by arranging for you to stay at another location. The details are as follows:

The hotel will offer you a Deluxe Room, They would also offer you a food and beverage credit of 100 dollars at their hotel. Your total hotel cost will remain the same.

If you accept the alternative suggested by the property, please let us know as soon as possible. We’ll ask ARIA Resort & Casino at CityCenter Las Vegas to provide written confirmation of the modified reservation.

If this alternative is not acceptable please do let us know that at your earliest opportunity. ARIA Resort & Casino at CityCenter Las Vegas will offer you a free cancellation of this reservation.

We’re sorry for any inconvenience this might have caused and are ready to answer any additional questions you have. We’re here to help 24/7.

<Customer Service Team Member Name>
Booking.com Customer Service Team

Bottom Line:

This is an interesting counter offer from Booking.com, and the $100 food and beverage credit seems like the highlight of the offer which downgrades the Suite all the way to a Deluxe Room. A trip to Las Vegas isn’t exactly convenient for me, but I would have considered it to check out a Penthouse Suite, but a Deluxe Room makes it seem less worthwhile. I don’t have a lot of experience with Booking.com, so I am wondering if this is typical of what happens when they don’t honor your booked rate?  Is this a fair offer?  What would you do?

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  1. Don’t accept for the first time. I usually will keep bargain and see what they can still offer. It is totally their problem showing that rate in the system.

    Good Luck.

  2. I’ve had a few reservations cancelled by booking.com and I would rate this as a generous offer

  3. I am experiencing the same thing. The $78.40 charge is due to $70 rate + 12% tax. The Penthouse rate is supposed to be $700/night. Booking.com or Aria dropped a zero.

    Anyway, I feel they should at least offer me another suite, rather than just a regular room. I would accept either Corner Suite, Crystal Suite, Centre Suite, Cirrus Suite, Tower Suite, Executive Hospitality Suite, or Sky Suite…Instead, they are pushing me to cancel the entire reservation.

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