Travel Troubleshooter: Hotel in Cancun gives their guest the silent treatment
DEAR TRAVEL TROUBLESHOOTER: I have a reservation with a hotel in Cancun, Mexico, through Booking.com. It is during the high season, and I was concerned that the hotel might be full and that my reservation would not be honored.
So, I reached out to Booking.com and the hotel. The hotel hasn’t responded to my messages, emails or phone calls. I contacted Booking.com, and it promised to attempt further contact by email and phone but carefully avoided mentioning a proposed action if the hotel fails to respond.
Booking.com has insisted that the booking is valid, but that I must wait until my arrival at the hotel to discover if my reservation will be honored. If the hotel doesn’t honor the reservation, Booking.com suggests that I call it for help.
I’m concerned that if I have to call Booking.com, it will be an expensive international call. If another hotel is available during the peak season, there will certainly be significant additional costs. If there are no vacancies, am I to sleep in the street?