Feeling lost and helpless when booking hotel rooms on apps during Tet holiday.

Guests who book hotels through Booking.com, Agoda, or other apps receive a confirmation code after completing payment. Upon arrival, they are surprised when they present the code for check-in.

Booking hotel rooms through Booking.com, Agoda, or other apps during Tet (Lunar New Year) has left many customers disappointed - Photo: THAO THUONG

Currently, customers working with Booking.com, Agoda, or through their apps all do so via email, making feedback and service-related complaints completely passive. What solutions can help avoid these negative consequences?

The money has been deducted, the confirmation code has been issued, but the room… is unavailable.

Recently, Ms. PTTD ( Hanoi ) shared on her personal Facebook page her "experience" of booking a hotel room for the 3rd day of the Lunar New Year 2025, but upon arrival, she and her two children ended up wandering around Vung Tau with their suitcases.

She said she booked and paid for a room with a credit card through the Booking.com app for January 31st. But when she arrived at a villa in Vung Tau City, they said they didn't accept Booking.com guests.

"The villa doesn't accept credit cards and only collects payment upon arrival, even though the description on Booking.com said it does. Money is one thing, but I'm annoyed because my trip at the beginning of the year was exhausting and tiring," - Ms. PTTD shared on social media, drawing a lesson about booking accommodations through apps.

Tourists who booked hotel rooms shared their frustrations on their personal Facebook pages - Screenshot: THAO THUONG

This information has been shared by many others, including a significant number who have reported being cheated when booking hotel rooms through Booking.com and Agoda, especially during holidays. While they didn't lose money, they wasted time and felt frustrated.

Similarly, Ms. Tran Thu Trang (from Quang Ngai province) booked a hotel in Quy Nhon City for 950,000 VND/night on the 5th day of Tet (Lunar New Year) through the app of a Big4 bank. Upon arrival, she was shocked to find that all rooms were booked and there was no confirmation code in her name.

"My husband, our 8-month-old baby, and I were completely exhausted after a long journey. We only found a room late at night. We lost our money, and there were no hotels available. I also don't know where to file a complaint," Ms. Trang said.

You should call the hotel directly to confirm.

On February 5th, speaking with Tuoi Tre Online , Mr. Tran The Dung, deputy director of The Young Generation Travel Company, acknowledged that cases of fraud, such as booking rooms through apps or multiple intermediaries but not receiving them at the last minute, are rampant.

Mr. Dung suggested a solution: "In cases like this, firm action is needed. Ideally, contact the Department of Culture, Sports and Tourism of that province, as the tourism sector is under their jurisdiction. The department will send someone to supervise and issue a fine if the hotel 'breaks its promise'. Currently, each locality has a well-organized and strict tourism sector, so I believe the local tourism department will intervene."

Mr. Dung also suggested that tourists book hotel rooms themselves to get better prices, which is understandable, but they should carefully consider the options. For example, they should check the reputation of those apps. If they feel uneasy, they should accept slightly higher costs when booking through travel agencies or directly with hotels to avoid risks.

Meanwhile, Ms. Nguyen Thi Mai (a hotel employee in Mui Ne, Phan Thiet) explained that during Tet (Lunar New Year), customers often encounter frustrating situations when booking hotels because accommodations have to offer high discounts, yet it takes a long time for booking apps like Booking.com or Agoda to process payments.

"Normally, when rooms aren't scarce, this situation doesn't occur. Places prioritize direct bookings or bookings through agents because they process payments faster. Not to mention that hotel apps don't receive emails, leading to missed bookings for guests."

"Experience shows that it's best to book directly or through reputable agencies to make it easier to handle any problems. After booking a hotel room, customers should call the hotel directly to confirm," Ms. Mai emphasized.

Source: https://tuoitre.vn/bo-vo-khi-dat-phong-khach-san-tren-cac-app-dip-tet-20250205114559553.htm