12/01/2012
ECC has to intervene to ensure that Mrs. H. benefits from lowest price guarantee offered by a booking site.
Mrs H. plans a trip to Morocco and is browsing various websites looking for the best value hotel room. Once she has made a decision she books via a French website.
The website offers a “lowest price guarantee”, i.e. if a customer finds a similar offer with better conditions on another website, he or she is entitled to ask for a refund of the price difference and will get an additional 10% discount.
Mrs. H. finds a similar, but cheaper, offer for the same Moroccan hotel on an Italian website. She contacts the French website immediately in order to benefit from their lowest price guarantee. However, the site fails to uphold its promise because the name of the room on the Italian website differs from that on its own website.
Mrs. H. is convinced that she is right and contacts ECC Belgium. Notwithstanding the fact that the names differ on the two websites, they are referring to the same room. The conditions required to benefit from the lowest price guarantee have, therefore, been fulfilled. Following our intervention the French website decides to refund Mrs. H. the price difference supplemented by an additional 10% discount. ibe
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