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Reviews (1)

Cancellation Policy Not Visible

I booked through skiddle a night in a hotel in March 2012. The price was very reasonable but I was not made aware that 1) the payment would be charged to my credit card straight away 2) I could not revise or cancel my booking without losing the cost of the room (145 pounds). I cancelled the reservation as I have a work conference I now need to attend and I have sent several hours talking to skiddle and they are totally unsympathetic to my complaint and have not shown any evidence that this was visible to me when I booked the room. Customer service is not good and I think its outrageous that they have a cancellation policy that was not visible. On the phone they told me that it states on the web site that you can not cancel or change the room booking without being charged the cost of the room. IT DOES NOT SAY THIS I HAVE JUST CHECKED YET AGAIN FOR THE 3RD TIME....... If I had been aware of this I would have not cancelled the room, I would have given the booking which is for a hotel spa to a friend. I am very upset as I have lost 145 pounds, spent hours trying to resolve this and I don't think this is fair or reasonable.

Beware when booking a room through skiddle. You can't change or cancel the booking although this is not stated on the site or in your confirmation email. I don't think this is legal though as you can put in place a policy that isn't signed up to by both parties.

Levi J Webb found this review useful

08 January 2012

Reply from Skiddle

Hi Lucy

We do clearly show the cancellation policy on every one of our hotels. Not only does this appear prominently on the hotel rates page, but also on the checkout (which you are asked to confirm you've read) and your email receipt. It's certainly not hidden. Each room has a different policy so if you look now, you may not see the same policy you agreed to at the time of booking but I can certainly provide proof for you.

It's not Skiddle who deal with such bookings, we're an affiliate of Laterooms so any issues should be raised with them, however I know our team did try to help you out with this.

I tried to contact you personally about this when I was made aware of the issue but couldn't reach you. If you like to discuss please give us a call on 0843 289 3333 and ask for Ben.

lucy´s profile

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london, United Kingdom