Booking.com “informs family that their five-star vacation has failed – but could use hotel 250 miles away”

Booking.com tells family to ‘have a nice day’ after offering them a hotel in the London suburb of Uxbridge instead of the luxurious Cornish resort they booked

  • Ian Tomlinson booked a five-star Retallack Resort stay six months in advance
  • After four hours on the road, he and his family learned that there was no sign of a reservation
  • He was unable to reach Booking.com and was forced to return home instead
  • 11 days later, the website suggested another hotel stay in Uxbridge, London










An online travel agency told a family to “have a good day” after letting them know their luxury vacation had failed – before suggesting another hotel 250 miles away.

Ian Tomlinson and his family had booked a luxury stay at the five-star Retallack Resort near Newquay, Cornwall, six months in advance.

However, after a four-hour drive, the hotel told him that there was no record of the booking they made through Booking.com, according to The Guardian.

Even more distressing, Ian was told that there was also no way his family could be settled in the complex.

Ian Tomlinson and his family had booked a luxury stay at the five-star Retallack Resort (pictured) near Newquay, Cornwall, six months in advance

After being unable to contact a Booking.com representative by phone or email, the Tomlinsons were forced to return home.

11 days later, the website sent an email response to the family offering an alternative hotel stay in Uxbridge, 250 miles away in London’s Slough.

The online travel agency also said in its email to the family that it hopes they have a good day.

Speaking to The Guardian, Ian said: “I had two very tired and upset children eagerly awaiting all of the resort’s attractions, including a FlowRider wave machine for surfing, and my wife was in tears. not having a good day.

He added that it was luck for them that they had not yet paid for their stay at the resort, but wasted money in gasoline for the trip and tickets for Project Eden.

Booking.com later explained to the family that their five-star hotel had overbooked and would consider reimbursing Ian’s expenses, while the hotel itself blamed Booking.com.

The online travel agency reimbursed the family’s expenses and paid them £ 700 in compensation.

A spokesperson for Booking.com said: “In exceptional circumstances where a property is unable to accommodate a guest, we always seek to rectify this immediately and we will work with this partner to ensure that all future customers have a good experience. “

11 days later, the family were offered another stay at a hotel in Uxbridge, 250 miles away in London's Slough.  Pictured: General view of Uxbridge

11 days later, the family were offered another stay at a hotel in Uxbridge, 250 miles away in London’s Slough. Pictured: General view of Uxbridge

MailOnline has contacted Booking.com for further comment.

It comes as holiday companies are turning the screw on struggling families with exorbitant fees that make UK stays hundreds of pounds more expensive than overseas travel.

Average costs of private holiday accommodation in the UK have increased by 41% on average since 2019, according to a study by Which?

Typically, travel to UK destinations currently costs significantly more than travel to popular European resort destinations – such as Italy, Spain, France – even when airfare is factored in. .

Typically, travel to UK destinations currently costs significantly more than travel to popular European resort destinations - such as Italy, Spain, France - even when airfare is factored in. .

Typically, travel to UK destinations currently costs significantly more than travel to popular European resort destinations – such as Italy, Spain, France – even when airfare is factored in. .

In August 2019, booking private accommodation in Brighton would have cost an average of £ 109 per night, but in August of this year that cost rose 89% to £ 206 per night.

Experts at whom? said that it is “difficult to avoid the conclusion that some unscrupulous hosting providers charge excessive prices.”

The chaos around the ever-changing rules on overseas travel, coupled with a failing and costly coronavirus testing regime for travelers, means millions of people are spending their vacations at home.

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