Q: My partner and I went on a dream holiday across America in June earlier this year.
We were planning to travel around the country, so to keep things simple we booked all of our accommodation through Booking.com.
But when we arrived at our hotel in New York there was some confusion about our reservation.
We soon realised my first name and surname had been mixed up on the booking, but the hotel was able to sort it out.
The same thing happened when we arrived at our hotels in Philadelphia and Atlanta but again the issue was fixed.
However, our guest house in Orlando had no record of our booking and when we arrived it was full.
We found somewhere else to stay and continued with our holiday.
The wifi was poor at the motel in Orlando, so I left it until we got home to contact Booking.com.
I emailed Booking.com and asked for a refund but have not had a response.
I’m now £521 out of pocket, can you help?
Stuart Jones, via email.
A: You went on holiday to the US to get a taste of the American dream but your trip quickly turned into a nightmare.
I was sorry that you spent the end of your trip worrying about resolving this issue.
It’s easy to make a mistake when booking a holiday, but it’s up to hotels to have some common sense.
I put your case to Booking.com and asked it to explain what went wrong.
It said your reservation was correctly processed and confirmed with the guest house.
It’s up to hotels that advertise on Booking.com to honour reservations and they are the ones who should let you know if they need to cancel.
The guest house should have helped you to find new accommodation and let Booking.com know there was a problem.
But you made a mistake by not contacting Booking.com as soon as you could.
The company would have helped you find somewhere to stay for your three nights in Orlando and would have started to process your refund.
Booking.com’s customer service team should be available at any time by phone or message.
The company has now refunded you the £521, and it is back in your account.
I’m glad I was able to help you resolve this issue and hope your next holiday will be less stressful.
Ask Adele total: £233,762.
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