Booking.com, a popular hotel booking website, has reportedly denied that a recent overbooking incident at a Kuala Lumpur hotel was due to a ‘glitch’ in its system.
A spokesperson from the website told the New Straits Times that the incident — which reportedly saw 20 people stuck with no rooms despite prior booking — was not because of a problem within the site.
“We can confirm with 100 per cent certainty that there was no glitch in Booking.com’s system,” the spokesperson was quoted as saying in an email to the English daily.
“We have thoroughly investigated the change (update) reports for the hotel’s listing and can clearly see the date and time that the hotel made the changes to their inventory and rates that led to this unfortunate overbooking situation,” the spokesperson was quoted further.
According to the report, the site’s customer service team had helped secure alternate accommodation for the affected guests, as was the standard procedure. It also told the NST that the ‘the incorrect information has been corrected by the hotel’.
Twenty guests were reportedly stuck at the reception area of a boutique hotel in KL last Friday, with no rooms available.
A hotel spokesman had claimed that the reason for this was a ‘glitch’ in the website, after the hotel advertised promotional rates for their rooms.
