Booking.com
Full cancellation fee charged for moving a booking

I made a booking for 3 single rooms in this hotel for 30 Jan. On 29 Jan our client cancelled the job we were to do in DBN, and so I thought that instead of just forfeiting the entire cost of the trip that we would move it to the following weekend, and that my husband, son and I would spend the weekend in Dbn. I called a [URL Removed] representative on the 29 Jan (spoke to Kyle Dougherty), who attempted to contact the hotel and was told all reservation enquiries had to be made during office hours and that he would send them an email and get back to me in the morning. This afternoon we received an email from him saying that the "reservation cannot be changed or cancelled without penalty. For your reference, you can review these conditions in your confirmation email." On checking my confirmation email, it says "Any cancellation or modification fees are determined by the property", and that the cancellation cost was the full booking fee. I then phoned the hotel directly who told me that because the hotel was fairly full, that the full fee would be forfeited, and could not be moved. I find it highly unethical that a hotel and their booking agent is not willing to amend a reservation.

Company: Booking.com
Country: South Africa
City: Three Cities Royal Palm

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