Update: BookStayGo has now processed a partial refund including additional goodwill compensation and confirmed the booking remains valid. I appreciate the follow-up from their escalation team.I made a booking via BookStayGo for one night in Rome (25 February 2026) after intending to book directly through the hotel’s official website. Due to the layout, branding and URL structure, it appeared I was on the hotel’s own site. Only after payment did it become clear this was a third-party agent.The room rate was prominently displayed as £72. However, I was charged £89.32, with additional fees not clearly or transparently disclosed before completing payment. This was particularly concerning given the booking was non-refundable.I contacted BookStayGo immediately. After a delay, they acknowledged the issue and offered to refund the £17.32 difference as a “gesture of goodwill.” I responded accepting this on the condition that the booking remained fully confirmed.Since then, there has been no response whatsoever — despite their website stating a 24-hour response time. Multiple emails have gone unanswered, and their online contact form returns an error message.While the hotel has confirmed the reservation exists in their system, the lack of accountability and communication from BookStayGo has been extremely disappointing. The booking process lacks transparency, and the customer support experience has been poor.I would urge other travellers to check very carefully that they are booking directly with the hotel before proceeding.
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