Hi *We arrived in Los Angeles on Saturday (********) night only to find our booking at...

GetHuman-glenford's customer service issue with Booking.com from July 2018

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The issue in GetHuman-glenford's own words
Hi *We arrived in Los Angeles on Saturday (********) night only to find our booking at Rodeway Inn Los Angeles Convention Centre cancelled without my knowledge. This is a booking I had confirmed from alomost * months ago. When I finally got to the hotel at approximately *pm with my family I was told my reservation was cancelled at * pm that afternoon. I had * bookings with you one in Yonkers and the other in Los Angeles * nights followed by * nights. Can you imagine the horror of arriving in a strange city in the night with your family to be told your hotel reservation you made months ago and did not cancel was cancelled and the hotel was fully booked. Also there were no hotels anywhere nearby with rooms and we were told at * pm to find another hotel.*We were told by reception that the hotel tried to collect and the card 'declined, which was not really the case. The credit card I booked with months ago just expired a few weeks ago and a new one was sent to me. I did not see that as a problem as booking.com advised that collection will be done at the property. *We decided that we were not leaving as we had no where to go and that the manager be called. It took about an hour but eventually the manager cancelled some other reservations and we got a room. Certainly in a situation like this some common sense should have prevailed. The hotel said they contacted you when they could not collect. They should have been advised that since we are travelling and had no access to Wi-Fi then just hold the reservation till at least mid night. To cancel a reservation at * pm for someone who is travelling in from a foreign country without the person's knowledge is really unforgivable. We only got a room because we insisted that we were not going anywhere until the manager addressed our situation. *Regards*Glenford Johnson *******-----------------------*Please do not delete the following information. We may need it to resolve issues with the app.*App version: **.*.**App build: *****OS version: *.*.**Manufacturer: samsung*Device: dream*lte*Model: SM-G***F*Product: dream*ltexx*Brand: samsung*Date: Monday, July **, *****Phone Locale: en*App Locale: en*Screen size: ****x*****Screen density: *.****ID: dff**e**-df**-***d-*b**-*d**e*********es: *Network type: ***Last viewed: *******, *******, ********Search Query: SearchQuery*checkInDate*****-**-**, checkOutDate*****-**-**, location*BookingLocation (ref: *x***cc*f** id: ******* type: ** name: Ramada by Wyndham Los Angeles*Downtown West* coord: **.*************, -***.************* hotels: ** radius: -*.** cityId: ** cc*: us), adultsCount**, roomsCount**, childrenAges*****, travelPurpose*leisure***Sent from Yahoo Mail on Android

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Booking.com

Customer service issue
Reported by GetHuman-glenford
Jul 30th, 2018 - 3 years ago
Fixed
Seen by 7 customers so far
Similar issue to 2341 others
0 customers following this
Items needed
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Timeline

GetHuman-glenford started working on this issue
Jul 30th, 2018 4:27pm
GetHuman-glenford indicated the issue is not fixed yet.
Jul 31st, 2018 11:14am
GetHuman-glenford indicated the issue is not fixed yet.
Jul 31st, 2018 11:14am
GetHuman-glenford indicated the issue is not fixed yet.
Jul 31st, 2018 11:15am

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