本帖最后由 chris81 于 2011-3-28 19:14 编辑 |
I am contacting you from the Customer Relations Department at Booking.com. Our Team specializes in the handling of formally escalated consumer claims and legal matters.
Concerning the reservation at The Shilla Suzhou, please accept our sincere apologies for the dissatisfaction you have experienced whilst using our services, and for the time it is taking to address your concern.
We understand and recognize that this situation is causing complete discontent. For this reason, your complaint has now reached our department that specializes in this type of issues. I am writing to you today to provide clarification regarding our role and position in this matter.
Booking.com operates as a disclosed agent for third party suppliers (“Hotels”), providing an online service through which Hotels can advertise their rooms for reservation, and through which consumers can make such reservations. Booking.com provides this service through its own website (www.booking.com) and also through the websites of third party distributors (“Affiliates”).
When rendering our services, the information that we disclose is based on the information provided to us by the hotels. As such, the hotels are given access to an extranet through which they are fully responsible for updating all rates, availability and other information which is displayed on our website. Although we will use reasonable skill and care in performing our services we will not verify if, and cannot guarantee that, all information is accurate, complete or correct, nor can we be held responsible for any errors (including manifest and typographical errors), inaccurate, misleading or untrue information or non-delivery of information. Each hotel remains responsible at all times for the accuracy, completeness and correctness of the information (including the rates and availability) displayed on our website.
This is reflected in our guest facing terms and conditions which you declared to have read, understood and accepted by completing the online reservation process.
They are available at the following url:
http://www.booking.com/general.h ... 77d81ff51005d5b8e5e;tmpl=docs/terms-and-conditions
When a consumer makes a reservation through the Booking.com service (including any of our Affiliates), a direct contract is created between that consumer and the Hotel in question, guaranteeing the reservation based on the information provided by the Hotel and the consumer at the time of reservation. Booking.com automatically transmits the details of the guaranteed reservation to the Hotel and to the consumer. From the point of reservation onwards, the relationship lies solely between the Hotel and the consumer, and the Hotel remains responsible for providing the accommodation booked in accordance with the details provided at the time of the reservation.
However, in our role as intermediaries between the guest and the Hotel, we have a duty of care towards our valued Customers and therefore, we have mediated on your behalf regarding the rates that were incorrectly loaded by the Hotel. The extent of our mediation, which was carried out by our Account Management team, has reached the following result:
*Accommodation at CNY450 per room per night (Room rates excluding breakfast, including 15% service charge)
Please understand that The Shilla Suzhou is a five star property. The offer that is being presented to you, although we do appreciate it is not what you expected, is indeed an excellent opportunity to stay in a luxury facility at an exceptional price. We would like to respectfully emphasize that this offer has been tailor-made for you, as a way of apologizing for the misleading information that the Hotel accidentally posted on our website.
Please be informed that Booking.com has now terminated its partnership with The Shilla Suzhou and is no longer affiliated with the property.
Again, we would like to apologize for the inconvenience, and we hope you will accept the Hotel's final offer. In case you do not accept the offer, we will interpret your decision as a wish to terminate Booking.com's mediation and you will be advised to address the issue with the Hotel directly.
As explained above, in fact, from the point of reservation onwards the relationship lies solely between the Hotel and the consumer, and the Hotel remains the only responsible party for providing the accommodation booked in accordance with the details provided at the time of the reservation.
We look forward to your reply and truly hope you will take advantage of this opportunity.
Customer Relations Associate