I guess most of us have used one or other of the travel aggregators to find a tour, or a hotel when planning a trip. I certainly have – Expedia, Booking.com, Trip Advisor. And I thought they were pretty good – until I learned about the problems associated with them.
As you all know, I went to New Zealand for a one-week trip not so long ago. My friend and I started planning some time ago – as in before Christmas. She’s a very, very busy lady, so she was happy enough to leave the details to me, being as how I’m not a very busy lady. So I looked up a few things and booked an apartment in Christchurch via Booking.com. We didn’t have to pay a deposit and if things changed, we could cancel for free up to a few days before the trip. We could make changes, too.
Time passed (as it does) and circumstances changed just a little. A couple of weeks before the trip we needed to change the dates for our accommodation. Instead of Saturday to the following Sunday, we would do the same Saturday, but check out on Thursday. I went into the website and chose the option to modify my booking. I left the ‘from’ date unchanged, and modified the ‘to’ date. The hamsters ran around for a second, and then I got a message telling me the property had no rooms on those dates. But (hang on a sec) they had these others which might suit. One of them was the room I’d already booked. But what the hey, I’ll play your silly game. I picked the room, and the hamsters started running… and running… and running…
I aborted and tried again, several times. Having been a programmer, I know that very often the cause of errors is sitting at the keyboard. But I couldn’t get the change of dates to happen. So I contacted the proprietory, explaining the change I needed to make. I received a prompt reply, stating that I HAD to make the change through Booking.com.
So I cancelled the booking. The hotel lost a 5 night stay.
Peter booked the new apartment for us via Expedia. To start, he booked two separate rooms at the same hotel, not realising the property offered two-room apartments. The apartment was cheaper than two rooms, and more convenient, so he changed the booking. Once again, the website was a crock. So Peter rang the help line, once again a call centre in the Phillipines. The person taking the call had little knowledge and no authority. He was told he would have to cancel the first booking and book the other room. The payment he’d already made would be credited to his credit card in 7-10 days. Pete was not happy. It had taken a nanosecond for Expedia to accept the payment, and yet it would take over a week to process a refund? Especially since he’d explained he was effectively just changing the booking to a different room. A clerk at the property would have said, sure, we can change that. It was a simple request.
When pushed, Expedia refunded the original payment promptly. But why should we have to push?
Next, I booked a tour to Arthur’s Pass via Viator, which is a part of Trip Advisor. There was an option to include a ride on a jetboat, but, knowing my friend’s not all that keen on boats, I went with the trip without the jetboat option. When I told my friend about it, she asked me to add the jetboat. No problem. I found my booking on the website and tried to include the option. My experience was much the same as I’d had with Booking.com. After a couple of tries, I rang the ‘help’ line.
I waited on the line for at least forty minutes before a pleasant (but not very bright) young man from the Phillipines picked up the call. After several goes at getting him to understand I just wanted to add the jetboat option, and yes, I would pay by credit card etc etc the booking was finally changed. I tried to tell him about my issues with the website but he couldn’t get me off the phone fast enough.
I contacted the tour company when we arrived in New Zealand to confirm the booking, and confirm the change to pcickup location. Even that wasn’t as straight forward as it should have been, but never mind. All good.
We were duly picked up at the right time and place, and enjoyed our trip up to Arthur’s pass. But the jetboat ride didn’t happen. It was nobody’s fault, the river was too high to take the boat out. I received an email from Viator before we left New Zealand, acknowledging the jetboat had to be cancelled. A partial refund had been sent to my account.
They’d refunded $55. What the hell? I’d paid rather more than that. So I sent an email stating that it wasn’t good enough. Why was this a partial refund?
A few days later, I received an update. They’d refunded another $15, making the refund $70. By this time I was livid. I’d paid $96 for the trip and I told them so, reiterating that we hadn’t cancelled, we’d showed up, and they had no right to retain any of the money. I have now received the full refund.
So… all these aggregators are great at taking your money, not so great at giving it back. I’m sure they use the excess funds on the short term money market (just like the banks). In the case of Viator, if I hadn’t complained, I’m sure they would have left the refund at $55. Quite a few people wouldn’t have noticed.
We have found that the aggregators are good at giving lists of properties. From there, take your pick and contact them direct. Hotels pay to be listed on these sites – you might find as Pete did recently that Booking.com offers a room at (say) $120 – but the hotel will ask for $110.
One thing’s for sure – I’ll never book anything through Booking.com, Expedia, or Viator ever again.
And on a positive vibe, here’s a couple more photos of lovely New Zealand.