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The issue in GetHuman-woodtra's own words
I booked a hotel on AAA.Com last night bc of the cancellation policy. It said I could cancel up to **:** of day of arrival w*o penalty. I got a trip number and said policy on the reservation information on AAA.Com site. I later got an email from Booking.com that gave me a confirmation number for my reservation and a different cancellation policy (will have to pay **% of charge regardless when cancel or modify). I called AAA and they transferred me to Booking.com saying it was their issue. I talked to Booking.Com and they said it was AAA issue. I called AAA back and they again said it was a Booking.Com issue. I asked to speak to a manager. He confirmed the cancellation policy from AAA and said the Booking.com policy was different. He said I wouldn't be penalized. When I told him I had zero faith in that since I would have to cancel with Booking.Com and this happened to me last year (I ended up paying the cancellation fee). I asked that he contact Booking.Com since you are "sister" companies and have them change it. He called me back and left a message stating that Booking.Com would charge me a cancellation if I had to cancel. (Even though he told me I wouldn't have to pay b*c AAA policy was given to me and said something different). He is sending it to management and will get back to me in *-* days with a resolution. This is highly unethical (and probably illegal). It is a "bait and switch" situation as I cannot change the reservation without being penalized (after I booked the room under the guise that I could cancel). Neither company will take responsibility for rectifying the matter. I have been a AAA member for over ** years (until my husband's membership until two years ago). I am going to cancel my membership. I am going to go on social media and make sure EVERYONE knows about this unethical and illegal practice. Again, not the first time this has happened to me on these two sites. I am going to contact my attorney and determine what I can do. I am going to ensure that every travel site has a review that shows both of the cancellation policies that I was given AND the number of calls and being passed back and forth b*c no one would take responsibility. This has taken over two hours of my time this afternoon. This is not how you should run a business, especially one in the travel industry. I am going to lobby all my friends and family (and their friends and family) to cancel their AAA memberships and to boycott using AAA and Booking.Com for their unethical practices.
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