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- Revealed: Hotel booking sites fail to show the REAL cost upfront.
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Here's an example of how the total cost of a booking can jump after the initial search results page. Our investigation found Booking. The screenshots below show how the price does not increase on Booking. Initial search prices at Booking. On Ebookers the full cost couldn't be seen by default on the search results page on the listings we checked.
The only way to see it was to click a button next to a warning about "tax and fee info", in which case a pop-up window would appear setting out the extra charges. These extra charges were also displayed on the final payment page. Ebookers told us: "Any locally payable fees, such as hotel imposed resort fees, are displayed to our customers throughout the booking path. We are however in the process of updating some aspects of the website to make this information even more prominent. When looking on comparison sites, we looked at the cheapest price quoted for each hotel - and checked whether it was actually the full cost you'd pay if you clicked through to use that particular broker.
On Trivago , the cheapest price included all taxes and resort fees only one out of five times. On Skyscanner, it did so two out of four times we found the hotels listed, on TravelSupermarket , three out of five times and Kayak , three out of four times we found the hotels listed.
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We also found that in some cases when a comparison site listed a number of brokers for a single hotel, some of the prices would include taxes and resort fees and others wouldn't, creating a potentially unfair comparison. When we looked at this in detail for one hotel - the Excalibur Hotel and Casino in Las Vegas - we found that one comparison site, Skyscanner, actually ended up showing the WRONG broker as cheapest as a result.
However other sites listed by Skyscanner as less competitive actually beat this total price - Booking. A Skyscanner spokeperson said: "While in most markets suppliers send us the total price of a hotel - minus city tax, which varies greatly - in the Americas region, such as in the case of Vegas you share, some suppliers include resort fees, others do not. Our aim is to make travel search simple, so rest assured that we have a team actively working on ways to bring uniformity and clear differentiation of pricing for hotels in the Americas.
There is room for more clarity on this issue, across the industry. We are currently exploring options on how we can make this information more up front for customers. A Kayak spokesperson told us it had investigated the issues we raised with it and had resolved the issue. Trivago did not respond to our requests for comment. Posts may be deleted and repeat offenders blocked at our discretion. News homepage. RSS feed. Martin's blog.
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News Half of adults think banks should… State pensions to rise by 3. MSE News. Callum Mason , News Reporter. Facebook Twitter Print Whatsapp Mailme. To check if travellers are shown the total cost of a hotel stay at the start of the booking process, we examined a total of 55 search results listings - ie, the page you're first shown on a hotel broker or comparison site when searching for availability of hotels in a specific location on a specific date: We checked the cost of five hotels - one in each of Amsterdam , Athens , Las Vegas , Orlando and Rome - looking at listings for one room for one or two people over a six-day period, checking a variety of dates between August and March We checked nine brokers - Agoda , Booking.
On the comparison sites we looked at the cheapest price quoted, and whether it reflected the full cost of booking via that broker. Of the 55 listings returned - not every hotel was listed on every site - we found: On 27 occasions the full cost of the hotel stay WAS made clear on the search results page - though in some cases extra fees were shown in a different currency.
The total cost including taxes and resort fees - especially those paid locally at the hotel - was only shown later in the booking process. On 5 occasions the full cost was hard to spot on the search results page - it only appeared if you clicked a button to open a pop-up window showing taxes and fees. With Booking. Agoda didn't display all fees by default on the search results page for three of the four hotels we checked. Both Getaroom and Zenhotels displayed prices which didn't include extras such as taxes and resort fees on the search results page of listings we checked.
There was a warning about extra charges part way down the second page, and those charges were displayed on the final booking page. Getaroom told us it "prominently displays and discloses ALL fees that the consumer will pay for before accepting any payment", while Zenhotels said it "always publish [sic] the relevant information about taxes and fees at the hotel page. In that case, a compulsory resort fee was mentioned on a second page after the initial search results page, though not on the final booking page.
Netflights said: "When resort fees or taxes are due locally, these cannot be added to the total price at point of purchase. We are always looking to improve our customer booking journey and price transparency is something we work very hard at.