Vanessa Iafolla, who works with the company Anti-Fraud Intelligence Consulting, says while it’s good that Booking.com is taking responsibility and sending refunds, the company should have done more to help Wiersma find another place to stay. (Richard Agecoutay/CBC)
People should be able to trust third-party booking sites, lafolla said, but she recommends that travellers do research on sites before booking through them, including checking reviews to see what other customers have experienced.
She also recommends looking for sites that have teams to deal with any issues, and have policies and procedures to take responsibility if things go wrong.
“That’s a good indication that the company may be more worthy of your trust than another company,” said lafolla.
Wiersma said in the future, she’ll try to contact property managers directly to confirm a reservation — and may stick to all-inclusive trips and hotels instead.
Her experience “is a warning to people who have just the right amount” to pay for their booking, she said — “because then you’re stuck and having to pay that much more.”