BillabookReviews of billabook.com

Response from BillabookMay 12, 2025

🔔 UPDATE: As confirmed by Soni from the hotel, you've successfully checked in and the reservation was in place. Dear Kairvi, Your booking is fully confirmed, and we have provided you with the hotel's reference number, which allows the hotel to locate your reservation. If you are still experiencing any issues at check-in, please reach out to us directly via email, and we will do our best to support you.

Response from BillabookMay 13, 2025

Dear Gonza, Thank you for your feedback, and we sincerely apologize for any inconvenience caused. During the booking process, as well as in your confirmation email, it is clearly stated: "Please note that rates do not include extra local fees, taxes, and charges which must be settled by the guest at the hotel." This information is provided by our suppliers and, in some cases, appears in the remarks section rather than being included in the price breakdown. To clarify, the amount you paid to Billabook included taxes, except for resort fees or mandatory local charges, which are collected directly by the hotel, regardless of where you book. We always strive to provide transparent information, and we appreciate your feedback as it helps us improve the visibility of such notices. If you need any further assistance or clarification, please don’t hesitate to contact us directly.

Response from BillabookMay 5, 2025

Dear Client, Thank you for your feedback. After reviewing the name used in this review, we found previous emails from a similar name. Our team responded at the time, explaining that no booking was found under that specific email address. To assist you further, please provide the email address used during the booking process or any additional details that can help us locate your reservation. We’re here to help and ensure you receive full support.

Response from BillabookMay 5, 2025

Dear Sacha, Thank you for your feedback, and we sincerely apologize for any inconvenience caused. While the original booking did not go through, we acknowledge that you had asked us to try confirming it again. Unfortunately, we did not follow up on your most recent email, and we deeply regret this oversight. Our team will be reaching out to you directly to review the situation and check whether the booking can still be confirmed, as these are future dates. We appreciate your patience, and we are committed to resolving this issue promptly.

Response from BillabookApr 23, 2025

Dear Rawan, Thank you for sharing your concerns. We’d like to clarify that your booking was made with a non-refundable rate and was cancelled with 100% fees, in accordance with the cancellation policy clearly presented and agreed upon during checkout. Despite this, our team responded promptly and informed you that, although the rate is non-refundable, we would still reach out to the supplier to check if any fees could be waived as an exception. We also requested written confirmation from the hotel stating that they would not apply charges on their end — as this could significantly support our efforts in negotiating an exception. We have not yet received such confirmation. We understand that other platforms may have offered different resolutions, but please note that each agency operates under different agreements and refund policies. We regret the unfortunate situation caused by the visa ban and have made every effort to support you within the limits of the booking terms. We will let you know as soon as we have an update. Thank you for your understanding.

Response from BillabookApr 23, 2025

Dear Samantha, Thank you for sharing your experience, and we're truly sorry to hear about the difficult situation you faced during your stay in Puerto Rico. Your booking was from April 12 to April 18. Based on your message stating that you had to leave the hotel on the last night, we submitted a refund request for that night. As of now, the refund has not been confirmed, but we will follow up with our supplier once again. We always strive to act fairly and transparently. If the hotel confirms that no charges will apply for the final night due to the blackout, we will work with them to ensure that no fees are charged from our end. Thank you for your patience and understanding.

Response from BillabookApr 19, 2025

Dear Omar, Thank you for sharing your feedback. We’d like to clarify that the confirmation email sent at the time of booking clearly indicates that your reservation was made on a Room Only basis, with no breakfast included. We understand your frustration, and as a gesture of goodwill, we offered a 10% refund to address your concern. To ensure full transparency and to understand why breakfast appeared in the screenshot you provided, we’ve escalated this matter to our IT team for further investigation. We will keep you updated and hope to resolve this for your satisfaction.

Response from BillabookApr 19, 2025

Dear Tatiana, Thank you for sharing your feedback. We understand the urgency of your situation, and as soon as we were made aware that the hotel couldn't locate your booking, we offered you two options: cancel the reservation free of charge with a full refund, or allow us to check with our supplier to understand why the hotel was unable to locate your booking. There are several reasons this can happen, including system discrepancies or delays in booking synchronization. Your booking was cancelled as per your request, and a full refund has been processed. If you need any further assistance, please don't hesitate to reach out.