EasyToBook.com anyone had any dealings with these ? ***Problem resolved***

[MARTIN3030]

I booked online after seeing they offered the best price for the hotel I was looking at.

When the final payment screen came there was an additional £7plus added for fees which I thought was very deceptive.

I continued with the booking and after a few minutes found a better price so emailed them giving them the info.

They say they will beat any advertised price as long as they are notified within 24 hours.

Heard nothing back.

Their offices are outside the UK.

Biggest shock came after arriving at the hotel 10 days later-they knew nothing of the booking !

 

And the receptionist claimed they had done this a few times recently.

Was found a room but unfortunately it was nothing as had expected.

Be careful if using this company.

[Conniff]

DOMAIN: EASYTOBOOK.COM

 

RSP: domaindiscount24.com

URL: register your domain with

http://www.domaindiscount24.com

 

owner-contact: P-OKA370

owner-organization: Easy to Book Holding B.V.

owner-fname: Omri

owner-lname: Amir

owner-street: Prinsengracht 581 - 583

owner-city: Amsterdam

owner-state: Noord Holland

owner-zip: 1016 HT

owner-country: NL

owner-phone: 0031651163384

owner-email:

 

As the Netherlands are part of the EU, they would have to stick to EU law on EU's E-commerce Directive. In that it fails miserably. There is no address and it uses webforms without giving an email address among other things.

[MARTIN3030]

Yes I know.It was their webform I used to send the complaint.I see there is a mention on MSE,and have noticed a couple of others on the internet.

Amazingly they have responded to those.Lets see if they come here.

[Easytobook Web Care]

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]

Edited July 17, 2012 by MARTIN3030

[MARTIN3030]

Hello Stefan,thank you for your offer to assist,I have inserted your email contact,and this may serve for others in the future.

 

You ask for details of my complaint.

After looking at what I posted at the start,I am reasonably convinced that I did not have to go Specsavers before making it.

 

What is it exactly that you wish to know ?

 

It may be the case,that the hotel has not been very happy with my review,on account of them not expecting me and giving me a room at short notice which turned out to be disastrous.

 

But I have to say in your favour,that I have observed you responding to most of the complaints on the internet I have seen,albeit in some cases with no final update from the customer which would inform others of what actually was resolved.

 

On this site,we do like to see progress,and that intervention by the company has been proactive and eventful.

So please understand that the same will apply here.

Over to you then.

Edited July 17, 2012 by MARTIN3030

[Bang!]

We used them about Easter, and their prices were best and it did go smoothly.

 

£30 Quidco back on a £600 booking too - although its not paid up yet.

 

• 10 Apr 12
  
• EasyToBook
  
• 91.29
  
• 4.56
  
• Tracked
  
• 11 May 12
  

 

 

 

• 10 Apr 12
  
• EasyToBook
  
• 497.80
  
• 24.89
  
• Tracked
  
• 11 May 12
  

 

[Easytobook Web Care]

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.

[MARTIN3030]

Thank you Stefan here is some information for you.

 

Message reply within a few minutes of the booking after I saw a lower priced;

 

Dear customer,

your message has been submitted.

Thank you for contacting us.

 

EasyToBook.com Customer Service Center

 

Here's a copy of your message:

I am...: a customer

My query is about...: Payment and refunds

My query is...: How does the "Best Price Guarantee" work?

 

Name: Martin ***

Booking number: 88766255

 

(There was no reply to this by the way)

 

 

 

Email confirmation from booking;

 

Booking number Password Room Breakfast Price

88766255 19632158606 1 x Advance Purchase Single (Non-refundable deal)

Bed type request:

Bed

£ 36.67

Taxes and fees £ 7.33

Total price £ 44.00

[Easytobook Web Care]

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

[MARTIN3030]

Hello Stefan,thank you for your response.

I am unable to determine exactly who was responsible here,since the hotel claimed they had no record or information of the booking,whilst you state that they did.

I think it is impossible to know for sure just who is telling the truth and who is telling porkies,since I do not have access to any documents which would establish it.

Your response and investigations into this,has certainly been more than I got from the hotel.

With that in mind,I am prepared to accept your apology and your offer of a discount in the future.

This is a good example of customer service,and I appreciate your input.

I wish more could show this example.

To reflect this,I will mark things as resolved.

Thanks again.

Edited July 23, 2012 by MARTIN3030

[DnBurbank]

Easytobook.com an oxymoron to say the least….nightmare to say the most!

 

First off, I’m in the USA and the dates I plugged into their online booking system, for a 3 night hotel stay for late August , also USA, magically changed by one day sooner on the arrival and departure dates upon completing the transaction! ….stupid me, expecting an “Easytobook” transaction, I did not catch that until after I discovered it 2 days later from the print-out of the booking confirmation page I made at the time of the booking. But, I thought how hard can this be to fix…as per the “Easytobook” contract there were no cancellation fees of any kind and this was not a cancellation anyway, and, per the hotel, the dates, were doable…I just needed them slid one day forward.

 

Booked on Thurs. night July 25th., and starting the following Sun. I began to attempt to rectify the above mentioned situation, therein is the genesis of my nightmare.

 

Here’s what happened in the fifteen days after the erroneous booking (no fault of my own) on July 25th.

 

I spent approx. 6 hours of my time, 10 phone calls (both to Easytobook and the hotel) with like 14 attempts (all failed attempts with easytobook) and 5 emails later and the situation has only been partially corrected. Please read on to understand why only “partially”:

 

Sunday, July 28th, 2013:

I confirmed I never got a booking confirmation email even though the website stated it had been sent and I even used their “re-send” button several times to insure I would get at least one…nothing. So I emailed them Sunday, of which, the website states you have to wait up to 48 hours for a reply…OH, but wait, what if time is of the essence? Which it was, so, I attempted to call the customer service number…..crickets….I would let it ring 20, 30 40 times no one ever picked up.

 

Monday, July 29th, 2013:

I started calling the hotel. The hotel had a record of the booking but stated that the booking company was Expedia not this “Easytobook.com”, and that I would have to deal with them. So, I called Expedia, they stated I would have to deal with Easytobook.com. …that they, Expedia, were simply the booking company…but aren’t they, too, making money off my transaction?

 

So I just went full circle…but wait time was of the essence because I was booking a hotel for a convention in 4 weeks and rooms were going up and going away.

 

So to cover myself, I booked, directly with the hotel, the 3rd and final day being needed so now all I would have to do with “Easytobook.com” is simply “cancel” just one day (the first day) of the three day original booking, now how hard could that be….omg, I was about to find out.

 

So I continued to try calling Easytobook.com…crickets! I continued with emails asking for a “booking confirmation” and a change of dates request ( to cancel the one day of the three), ….any reply? …nada, zip, nunca, nothing!

 

Tuesday, July 30th, 2013:

I called the hotel again, they stated they had not received a “fax” from Easytobook/ Expedia for anything on my behalf pertaining to changes. So, I tried calling the “Easytobook” customer service number again……crickets! …despite letting it ring dozens of times each time I tried.

 

Wednesday, July 31st, 2013:

Called the hotel, they stated they still had not received a “fax” requesting the change of days for my reservation. So, I called Expedia and pleaded my case and begged for help. The supervisor at Expedia placed a call on my behalf to Easytobook.com and viola, I got a customer service rep. Immediately. Gee, go figure, what has Expedia got that I don’t in relation to Easytobook, oh I found out later They (Expedia) allegedly own Easytobook!

 

The lady at Easytobook assured me they had “faxed” the change request to the hotel. So, I called the hotel to verify. The hotel stated no “fax” had been received. Hmmm???? Someone is either misled or lying!

 

So now, I called the Easytobook.com customer service number, again, and this time I let it ring about 80 times, lo and behold someone pick up the phone! This lady told me they were waiting to hear back from the hotel….I informed her the hotel had just assured me no “fax” had been received….going in circles again. I asked her why I should have to wait for this process to play out as “time is of the essence” and it’s just an “Easytobook” cancelling of one day of the three day reservation. She informed me that they needed permission from the hotel to drop that “one day”. Huh? I paid Easytobook, they pay the hotel, plus don’t forget, they advertised no cancellation fees 72 hours or more out, I’m out 3 weeks and this is not a cancellation per se, so why do they need permission from the hotel??????

 

And, it’s not like I was asking for a room date that was not available at the time, and that they were waiting for availability….just cancel the requested day, the end.

 

But Nooooo, what was really going on, folks, is that there are three layers involved here that are dipping there greedy little hands into the process. This poorly ran, overseas company, Easytobook.com, then Expedia and then the hotel. Everybody wants their money and everybody points the finger at the other. Net result, I got abused and fell threw the cracks.

 

But, I fault, Easytobook.com 100%. My contract was with them, they are suppose to service me per their “terms and conditions” which have no mention of them having to wait for the hotel (for anything) much less to notify them of such a simple request of dropping one day off a three day reservation. And they proclaim a 48 hr. or less reply, not true!

 

And, in reality, the 2 ladies I talked to at Easytobook told varying stories of what was allegedly really going on. AND both stated emails had, indeed, been sent to me….But, I checked my emails at my server site…including the spam filter and virus blocker (at the server site)….no emails from them!

 

Amazingly though, I asked the first lady I talked to at Easytobook.com, on Weds., to email my now seven day late “booking confirmation” right then and there….and VIOLA, it arrived instantly. Hmmm?

 

And, I still have not received reply emails (as mandated by their own terms) concerning my other three emails I sent earlier in the week requesting the previously mentioned changes.

 

Friday, Aug. 9th, 2013, after two more phone calls, (1 on the 7th, one on the 9th), I finally got an email (dated July 31st) validating my cancelling the one of the three days hotel booking.

 

Tuesday, Sept. 10th, 2013 (Forty-one days after the cancellation), and I still have not received my refund for the cancelled day even though I was told it takes 7-30 days to process and send the refund. So now, I’m letting my credit card company handle it. Stay away folks….EasyToBook.com is not easy, it’s a rip-off!

 

Bottom Line: Seems nothing adds up or rather nothing is what it seems with this Easytobook.com company. Easy to book? …LOL, yeah rrrrriiiight!!! I will never use them again, I don’t approve of their smoke-and-mirror tactics and I certainly can’t afford the time or aggravation.

[Conniff]

Probably me, but I don't see the connection between Expedia and Easytobook. The former is a US company and the latter a Dutch company ?

[DnBurbank]

Still haven't heard a word of response from EasyToBook.com. But, I did get my money back via the dispute resolution policy of my credit card company. To date, per my credit card company, EasyToBook has not countered or challenged my right to the refund they stated I was owed but they never paid until my credit card company took it back from them. SHAME ON YOU EasyToBook, you're not easy you're a rip off!

Edited September 25, 2013 by DnBurbank
UPDATE on my prior post