Hi Martin, Thank you for your fast response. I have checked the details of your reservation in our system and can see that we did indeed receive your email regarding the Best Rate Guarantee. Upon receipt of your email we contacted our partners to see if the lower price could be matched, however due to the fact that you had made a Non-Refundable booking they informed us that your request could not be met. Non-Refundable Bookings do not qualify for the BPG (this information can be found on the home page of our website if you click on the Best Rate Guarantee link), however as an extra service to our guests we always try to see what we can do. The email that we received from our partners was addressed to you as the guest rather than to us as the booking agent and the staff member that processed this email unfortunately assumed that you had also been sent a copy of the email, which you had not. This is why we did not contact you to inform you of the result of your request and for this I would like to apologize. It was certainly not the intention to leave you with the impression that your email had been ignored. Regarding the fact that the hotel did not have your booking upon arrival I am very sorry to hear that. Please be assured that the hotel was not only sent a copy of the reservation on 16th June, they could also access the details of their booking in their back office so there was really no reason that they should not have a room ready for you. I assume that they eventually traced the booking since they did not charge you again for a second booking. However if this is not the case then please let me know. As a company we value our guests highly and we never like to hear that someone has been left disappointed after choosing to make a booking through us. As means of an apology I would like to offer you a 10% discount off of your next booking. To claim this 10% please contact me next time you require any assistance in making a hotel reservation. Kind Regards, Stefan

Thank you for your positive response. In order to see what happened with your booking we would need either your booking reference number or the email address which was used to make the booking. Once we have this information we can look into your booking to see what happened. Of course this is not the kind of experience that we have in mind for someone when they choose to make a booking through our website and we are grateful for the opportunity to try to resolve the problem and ensure that something similar does not happen again in the future. I look forward to hearing from you.

We have come across your comments and would interested in hearing the full details of your complaint so that we can assist. We are unfortunately unable to post our email address here but if you visit our website you can find our contact details there. We await your response. Easytobook.com. [email protected]