Consumer Council received 1,000 hotel complaints last year

The Consumer Council received nearly 1,000 complaints last year involving local hotels, guesthouses, and booking platforms.

In one case, a customer mistakenly booked an extra night at a hotel through an online platform. The customer contacted the platform to cancel and rebook, but the platform said it needed the hotel’s email confirmation to agree to the cancellation.

The hotel, however, stated that as the booking was made through a third-party platform, the hotel had no right to cancel it. Eventually, after the Consumer Council intervened, the platform agreed to cancel the order.

The Consumer Council recommends that hotels, guesthouses, and booking platforms clearly set out their terms and conditions, including arrangements for amending or cancelling bookings and refunds.

Consumers should also check their booking details carefully before making payment to ensure there are no errors.