A British traveller is urging holidaymakers to be vigilant after her confirmed hotel reservation was abruptly cancelled, only for the booking platform to demand she pay over four times the original amount to re-secure the rooms.
The Cancelled F1 Getaway
Erika Mann had meticulously planned a family trip to Montreal to watch the Formula One Grand Prix in 2026. On May 25, she successfully booked a four-room unit at Montreal's Holland Hotel through Booking.com for her stay from May 22-24, 2026, paying a confirmed price of $4,300 CAD (approximately £2,300).
Weeks later, her plans were thrown into chaos. On June 27, she was contacted by both the hotel and Booking.com and informed that the price was a mistake. If she still wanted the accommodation for the coveted Grand Prix weekend, she would now have to pay a staggering $17,000 CAD (around £9,200).
A Battle Over a 'Synchronisation Error'
When Erika refused to either cancel the booking herself or pay the new exorbitant rate, Booking.com cancelled the reservation for her. The situation was particularly stressful as she had already booked her flights and noted that hotel prices in the area were rising rapidly.
The Holland Hotel explained the issue was due to a 'synchronisation error' with Booking.com. This technical fault allowed standard, non-event pricing to be displayed for two units just as Erika was booking. The hotel stated that an automated software system updates their prices on the platform, meaning they cannot manually override the rates shown.
Booking.com sided with the hotel, stating its procedures allow for cancellations in 'rare cases where a property identifies a clear rate error'. The company admitted, however, that 'communication to the customer fell short of our usual standards'.
Resolution and a Wider Warning for Travellers
Following the dispute, Booking.com ultimately agreed to honour Erika's original booking and cover the price difference, allowing her family to keep their four-bedroom unit at no extra cost.
This case emerges amidst heightened scrutiny of online travel giants. The UK's Advertising Standards Authority (ASA) recently ruled against Booking.com for using 'from' price claims that exaggerated the availability of rooms at the advertised rate. In one instance, an advert for easyHotel Sheffield City Centre promoted rooms 'From £28', but the ASA found the company provided insufficient evidence to substantiate how many rooms were actually available at that price.
This incident serves as a stark reminder for UK consumers to be aware of their rights and the potential for pricing errors when booking travel online.
