Charlotte Double Room

We booked this hotel almost one month in advance for our family’s first international trip and were really looking forward to our stay. After adding the name of an additional guest to the reservation, an extra £5 charge was generated. Unfortunately, because this payment could not be collected from my virtual card within 24 hours, Booking.com’s system automatically cancelled our reservation. Over the following 10 days, we spent a great deal of time communicating with both Booking.com and the hotel, trying to find a solution. We immediately offered to pay the outstanding £5 and even agreed to shorten our stay if that would help. Despite this, no solution was offered. Although the hotel continued to appear as available on Booking.com for our travel dates, our request could not be accommodated. The hotel only agreed to approve a 50% refund. As a result, we lost a reservation that had been made a month in advance over a £5 payment issue, were left without accommodation just days before our trip, and had to search for a much more expensive alternative. This experience caused us significant financial loss, stress, and disappointment. As guests, we expected a more understanding and solution-oriented approach to such a minor payment issue.