I found the exact same room on the hotel’s own website for $36 less than the rate on Booking.com. I understand that Booking.com needs to make a profit - that’s reasonable. However, if you advertise a Price Match Guarantee, it should actually work in situations like this.
The room type, dates, and inclusions were the same, yet the claim process is so technical that even small wording differences can disqualify it. On top of that, customer service is difficult to engage with, there’s no reply option in the messaging system anymore, and their email is a “no-reply” address.
If Booking.com can’t consistently match identical lower rates from a hotel’s own website, they should consider a clear price beat policy instead (for example, matching and offering a small additional discount). That would build trust rather than making customers feel like the guarantee is just marketing.
At the moment, the system feels restrictive and unnecessarily hard to navigate.
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