Should a “double” room have two beds? Not at the Ramada

All Melvin Miller wanted was a hotel room with two beds. And that’s exactly what he thought he had when he made a reservation at the Ramada Cumberland Downtown in Cumberland, Md., through Booking.com.

But did he really? Ramada says “no,” and Booking.com says “no” — even after we asked. But before we send this one to the “Case Dismissed!” file, let’s see what we can learn about the wacky and weird world of hotel websites.

“I booked a room with two beds,” Miller says. “When I arrived, I was given a room with one bed.”

He told the front-desk employee that he needed two beds. No problem, said the employee.

“After an hour wait she gave me a room with two beds, but did not say anything about an increase in price,” says Miller.

But when he checked out the next day, he found that the price wasn’t $95, but $111 — a $16 difference.

“I want a refund, ” he said.

(And yes, we would go to bat for $16. That’s just who we are.)

One of the first things we do when we get a case like this is try the booking for ourselves. Booking.com has an interesting results matrix, with a one-bed room at the top left and a two-bed room below.

You have to review it a few times before you understand what you’re looking at: the results next to and immediately below the room on the right side are in that room category; a one-point line separates the two.

I admit, I found the results a little perplexing. Booking.com must have marketing reasons for displaying its results in this way, because I can think of many more consumer-friendly ways of showing prices.

Anyway, after some fumbling around, I figured out how to reserve a two-bed room at the Ramada. But Miller appears to have gotten lost. He thought he had the right room — he knew he was traveling with a second person and needed an extra bed — but he didn’t reserve the right room type.

Still, Miller had the foresight to take a screenshot. He shared it with us.

We forwarded all of the information to Booking.com.

Their response? It says it gave Miller exactly what he reserved:

Per Mr. Miller’s communication, in which he shared a screenshot of his Booking.com reservation confirmation, he booked a “Double Room – Non-Smoking” accommodation type.

I have attached a screenshot of the online booking page for Ramada Cumberland Downtown on Booking.com, which clearly states below the accommodation type Mr. Melvin selected that the room has one bed (“Bed: 1 double bed”).”

In other words, read the fine print. You got exactly what you paid for.

Our advocacy team reviewed the screenshot again, and it turns out we were kind of confused, too. After all, Ramada was calling it a “Double Room.” Shouldn’t there be two beds in a double room? Well, apparently not.

This is one of our stranger cases, because the harder I look at the facts, the more convinced I become that a) Booking.com’s display matrix is really confusing and b) it’s easy to see how someone might think a double room should have two beds.

That’s not the weird part, though. We asked Miller about the circumstances of his booking again. Did he take the screenshot after making the reservation? Actually, he now claims he reserved the room by phone. Booking.com insists he made it online.

Hmmm.

Lesson learned: If you think you might be confused — confused enough to take a screenshot — it’s better to ask for a clarification. Had Miller asked about the beds, he might have avoided a $16 upcharge.

Oh, and if you’re running a booking site, make sure you’re clear about your terms. If you’re not, you could find yourself with thousands of unhappy customers like Miller — and, maybe, a confused consumer advocate, too.

Should a double room always have two beds?

View Results

Loading ... Loading ...

Underwritten by

Elliott Advocacy is underwritten by Cavalry Travel Insurance

Cavalry takes the worry of out travel by providing 24/7 access to medical and security professionals combined with the best medical evacuation and security extraction services. Cavalry gets you home safely when you need it most. Learn more at Cavalrytravelinsurance.com.

Elliott Advocacy is underwritten by Seven Corners

Seven Corners has helped customers all over the world with travel difficulties, big and small. As one of the few remaining privately owned travel insurance companies, Seven Corners provides insurance plans and 24/7 travel assistance services to more than a million people each year. Because we’re privately held, we can focus on the customer without the constraints that larger companies have. Visit Seven Corners to learn more.

Elliott Advocacy is underwritten by Sodexo North America

Sodexo North America Sodexo North America is part of a global, Fortune 500 company with a presence in 80 countries. Sodexo is a leading provider of integrated food, facilities management and other services that enhance organizational performance, contribute to local communities and improve quality of life for millions of customers in corporate, education, healthcare, senior living, sports and leisure, government and other environments daily. Learn more at Sodexoinsights.com.

Elliott Advocacy is underwritten by Travelex Insurance Services

Travelex Insurance Services is a leading travel insurance provider in the United States with over 55 years combined industry expertise of helping people dream, explore and travel with confidence. We offer comprehensive travel insurance plans with optional upgrades allowing travelers to customize the plans to fit their needs. Compare plans, get a quote and buy online at Travelexinsurance.com.

Elliott Advocacy is underwritten by AirHelp

AirHelp is the world’s leading flight delays compensation company, helping passengers apply for compensation following a delayed or canceled flight or when boarding has been denied. It is AirHelp’s mission to fight for passenger rights by holding airlines accountable for flights disruptions that are out of passengers’ control. AirHelp has already helped 5 million people, taking the stress out of applying for compensation and making it as hassle-free as possible for travelers around the world.

Elliott Advocacy is underwritten by Allianz Travel Insurance

The Allianz Travel Insurance company has built its reputation on partnering with agents all around the world to provide comprehensive travel insurance for their clients. Contact Allianz Travel Insurance for a comprehensive list of coverage.

Elliott Advocacy is underwritten by Chubb

Chubb is the world’s largest publicly traded property and casualty insurance company, and recognized as the premier provider of insurance for successful individuals and families in the U.S. and selected international markets, offering coverage for high-value automobile, homeowners, recreational marine/aviation, valuables and umbrella liability coverage. As an underwriting company, Chubb assesses, assumes and manages risk with insight and discipline, and combines the precision of craftsmanship with decades of experience to conceive, craft and deliver the best insurance coverage and services to individuals, families and business of all size.

Elliott Advocacy is underwritten by Fareportal

Fareportal’s portfolio of brands, which include  CheapOair and  OneTravel, are dedicated to helping customers enjoy their trip. Whether you want to call, click, or use one of our travel apps, one thing is clear: We make it easy to take it easy.

Elliott Advocacy is underwritten by Insuremyrentalcar.com

An independent provider of low cost CDW/LDW insurance for use with rental cars. Up to $100,000 cover with no deductible. Policies available on a per day, per trip or per year basis. Also works with overseas rentals. Try  Insuremyrentalcar.comnow.

Elliott Advocacy is underwritten by Mediacom Communications

The nation’s fifth-largest cable operator, serving the smaller cities and towns in the Midwest and Southern regions of the United States. We are a high-performance broadband, entertainment, and communications company that brings the power of modern technology and quality customer experience to life inside the connected home by combining ultra-fast gigabit speeds with personalized local and over-the-top entertainment choices that fit your lifestyle. Details at  Mediacomcable.com.

Elliott Advocacy is underwritten by Arch RoamRight

Arch RoamRight is one of the fastest growing, most-highly rated travel insurance companies in the United States. Travel advisors love working with us, and travelers feel protected with our trip cancellation and travel medical insurance coverage. We also make it easy to file a claim online with our fast, paperless claims website. Learn more about RoamRight travel insurance.

Elliott Advocacy is underwritten by Virtuoso

The leading global network for luxury and experiential travel. This invitation-only organization comprises over 1,000 travel agency locations with 17,500 advisors in over 45 countries, and holds preferred relationships with 1,700 of the world’s finest travel companies. Virtuoso advisors collaborate with their clients to create personalized itineraries featuring exclusive perks, while also providing advice, access, advocacy, and accountability. For more information, visit  Virtuoso.com.

Elliott Advocacy is underwritten by VisitorsCoverage

As a company that is constantly striving to simplify travel insurance, VisitorsCoverage, is on a mission to help travelers make the better decisions about purchasing travel insurance, quickly. VisitorsCoverage has helped millions of travelers globally to buy the suitable travel insurance and explore the world with confidence. Get insurance for your next trip at  VisitorsCoverage. Lowest Price Guaranteed.

Elliott Advocacy is underwritten by MedjetAssist

Medjet is the premier global air-medical transport, travel security and crisis response membership program for travelers. With a MedjetAssist membership, if you become hospitalized more than 150 miles from home, we will get you from that unfamiliar hospital all the way home to the hospital you trust. All you ever pay is your membership fee. MedjetHorizon members add 24/7 personal security and crisis response benefits. Elliott.org readers enjoy discounted rates. Travel safer with  MedjetAssist.

Elliott Advocacy is underwritten by Southwest Airlines

The mission of Southwest Airlines is dedication to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride, and Company Spirit. We are committed to provide our Employees a stable work environment with equal opportunity for learning and personal growth.

Elliott Advocacy is underwritten by TravelInsurance.com

TravelInsurance.com makes it fast and easy to compare and buy travel insurance online from top rated providers. Our unbiased comparison engine allows travelers to read reviews, compare pricing and benefits and buy the right policy with a price guarantee, every time. Compare and buy travel insurance now at  TravelInsurance.com.

Elliott Advocacy is underwritten by Squaremouth

Squaremouth helps travelers easily and instantly compare travel insurance policies from all major providers. Only companies that meet the strict requirements of Squaremouth’s Zero Complaint Guarantee are available on the website. Compare policies on  Squaremouth.com to save over 70 percent on your next purchase.

Elliott Advocacy is underwritten by Travel Leaders Group

Travel Leaders Group is transforming travel through its progressive approach toward each unique travel experience. Travel Leaders Group assists millions of travelers through its leisure, business and network travel operations under a variety of diversified divisions and brands including All Aboard Travel, Andrew Harper Travel, Colletts Travel, Corporate Travel Services, CruCon Cruise Outlet, Cruise Specialists, Nexion, Protravel International, SinglesCruise.com, Travel Leaders Corporate, Travel Leaders Network and Tzell Travel Group, and its merger with ALTOUR. With more than 7,000 agency locations and 52,000 travel advisors, Travel Leaders Group ranks as one of the industry’s largest retail travel agency companies.

Elliott Advocacy is underwritten by Travelers United

If you’ve been mistreated by the airlines, Travelers United is your voice in Washington. Join the #1 travel advocacy organization working with Congress to improve and protect travelers. Plus, get $400 of annual benefits you can use for travel for only $29/year. Add your voice to ours. Make travel better.  Join today.

Send this to a friend