Lu sent a message to Darren R. Huston - President and Chief Executive Officer of The Priceline Group - Email Address that said:
Hi Mr. Huston,
I booked Art'otel Taiwan from booking.com at 24th Dec 2015. At the same day Art'otel informed me that due to booking.com system error, the price I booked is cheaper than their usual price. But hotel informed me that because I am not the one who made the mistake, so hotel will only charge me the price which is TWD4082 indicated in my booking confirmation and the difference they will settle with booking.com.
At 26th Dec 2015, Agnieszka from booking.com customer service team emailed me and said that because of the error and booking.com ask me to consider the price at TWD14742. I replied and make my point very clearly that I can't accept what he wrote in the email because firstly it's not my mistake to made this happened and secondly hotel informed me that they will only charge me TWD4082 and settle the difference with booking.com. As a hotel wish to take the responsibility in the mistake, why one of largest booking companies can't?
At 28th Dec 2015, Salina emailed and inform me that I can stay in the hotel as per my confirmation. I replied and said that I will only pay the amount TWD4082 which indicated in the booking confirmation when I check in and I hope booking.com will settle the difference with hotel as soon as possible and don't make me can't check in when I reach hotel.
At 31st Dec 2015, Kenny emailed me said email me regarding for my reservation and thank me for my reply. That means booking.com already knew my point very clear.
Here is the worse part, 14th Jan 2016, Stephen O'keeffe from booking.com customer service team emailed me said that "As previously mentioned in our communication, it has been agreed that you will pay the rate of TWD14742 and booking.com will refund you the difference after you stay." Now here is my question:
1. which email that I replied to booking.com customer service team said that I will pay TWD14742?
2. I never agree to pay the full amount and wait for booking.com to refund me
3. For me, it doesn't make sense that I pay the full amount then booking.com refund me. If booking.com can refund me, why booking.com can't settle the problem with hotel directly since you already make me very trouble to keep email different person for the totally same question!
4. How the customer service team can email me and inform me the result which I never say and never agree?
5. The staff named Stephen email is totally reversing black and white, how I can trust booking.com will refund me if I really pay the amount?
6. A 3 star hotel can respond quickly and take the responsibility in the mistake, why booking.com can't? and settle with hotel directly and quickly?
I want to make my opinion clearly here:
1. please settle this problem with hotel as soon as possible, make sure there is no any problem when I check in. I will only pay TWD4082 which indicated in my booking confirmation. Since booking.com customer service team inform me that booking.com will pay the difference and take the responsibility in this mistake, then don't make me trouble and settle with hotel directly.
2. please make sure there is same person contact me regarding this issue. I don't want to keep say same thing to different person.
3. If in usual procedure, booking.com only can do refund to customer, I must say what happened to me, I don't think it happen regularly, so I don't think booking.com should use normal way to settle it. So settle with hotel directly.
My reservation number 496011980 for your reference. That's disappointed that what booking.com customer service team email me so far. I hope I can get the reply as soon as possible.
Thank you.
Lu
