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I agree that it seems the guest is not reading the information about taxes and any other fees, however, in our case it is nearly every guest that we have this problem with. And they get mad when they find out what the real total is and most of the time cancel. I do not have this problem with other booking sites, so it became very frustrating and not worth the effort to be listed on Booking.com. I wish they would correct this issue.
I think it has something to do with when the guest books from their phone, it doesn't show all the fees (taxes and cleaning e.g) and they see a total that they think they are being charged and they actually get charged a higher amount. So when they see how much they were charged, they get angry and call to complain or cancel. I've reported it to booking.com but they can't seem to fix the problem for us.
I used to have all of my properties listed on Booking.com, however I pulled all of them due to each and every booking that came in had some sort of problem with the guest not being charged what they though they were going to be charged. We made sure that all of our information was correct in the system, but somehow the correct total was never conveyed to the guest and when they found out what the correct amount, they complained or cancelled and it ended up reflecting poorly on my company. I was just a local hotel and lodging meeting in my area and I found out other companies had the same problem with booking.com. I had a lengthy meeting with my account rep, however, we were not able to come up with a solution to the problem, so I pulled my listings. I would very much like to list on booking.com but until this issue can be resolved, I will not list. I'm wondering if booking.com would like to address this.