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A recent incident involving Booking.com has left a traveller reeling after her confirmed $4,300 hotel reservation for the 2026 Formula One Grand Prix in Montreal was suddenly cancelled, only to be offered the exact same accommodations for an astounding $17,000.
Erika Mann, an Oakville, Ontario resident, reached out to Go Public after her experience with the popular online travel platform. Determined to secure prime lodging for her relatives flying in from the Netherlands for the prestigious event, Mann meticulously booked a four-room unit at Montreal’s Holland Hotel on May 25, 2025, for $4,300. Her excitement, however, was short-lived.
The Shocking Price Hike and Cancellation
Weeks after her booking was confirmed, Mann was informed by both the hotel and Booking.com that her initial price was an “error.” To retain the unit for May 22-24, 2026, she would now have to pay over four times the original amount – more than $17,000. “That was just so outstandingly outrageous that I almost couldn’t believe it,” Mann recounted.
Digital rights lawyer David Fewer highlights that such “shocks” are becoming increasingly common. He attributes this to online travel sites and hotels relying heavily on automated booking and pricing systems, which can leave consumers vulnerable. Fewer, who directs the Samuelson-Glushko Canadian Internet Policy and Public Interest Clinic (CIPPIC) at the University of Ottawa, explained that Booking.com’s policies often allow for the cancellation of confirmed reservations if the company deems the original rate an error. This is particularly problematic during major events, where prices are subject to significant surges, a phenomenon known as event pricing.
Mann’s proactive approach, including booking for two potential weekends with free cancellation before the official race dates were announced, initially seemed foolproof. Once the dates were confirmed, she cancelled the unnecessary booking in accordance with Booking.com’s rules. Yet, on June 27, the hotel contacted her, demanding she cancel or accept the inflated rate. Booking.com then presented her with the same dilemma: self-cancel or pay the exorbitant new price. When she refused, the platform unilaterally cancelled her reservation.
With flights already booked and Montreal accommodation prices rapidly escalating, Mann felt trapped. “It felt like they were running out the clock,” she said, describing a frustrating cycle of endless phone calls and repeating her story.
Hotel Blames ‘Synchronization Error’
The Holland Hotel by Simplissimmo, located in the heart of Montreal’s tourist and Grand Prix action, stated that a “synchronization error” with Booking.com caused the issue. This glitch allegedly allowed non-event pricing to briefly appear for two units, one of which Mann booked. The hotel explained that its automated software updates prices through Booking.com’s system, preventing manual overrides of rates on the platform.
They asserted that once Formula One organizers confirmed the 2026 Montreal Grand Prix dates in 2024, the system should have automatically adjusted to “event pricing” for those specific weekends. Booking.com sided with the hotel, acknowledging the reported pricing error.
Mann’s subsequent offers for alternative accommodations from Booking.com were far from suitable. “One was a single-room studio with two beds,” she explained, emphasizing the unsuitability for a group of adults. “Another had one bathroom. We’re a group of adults, not backpackers.”
The Fine Print and Consumer Protection Gaps
Booking.com’s terms and conditions include a clause stating that “Obvious errors and obvious misprints are not binding.” The hotel cited this rule as justification for the cancellation, arguing that such high prices during the Grand Prix are a “consistent and a well-known market reality” and therefore Mann’s original booking was an “obvious error.”
However, David Fewer remains skeptical. “It’s not like they missed the decimal point, right? They gave you the hotel for a buck instead of a thousand bucks. This is something else,” he argued. Fewer believes consumers should benefit from the deal they secured. He warns that many booking platforms offer minimal protection to users, and existing consumer protection laws often lag behind the complexities of online transactions and dynamic pricing models.
“What we need is a consumer protection statute,” Fewer advocated, particularly for issues like surge pricing or after-the-fact event pricing, ensuring consumers get the benefit of the deal they found.
Media Intervention Prompts Resolution
Remarkably, after Go Public contacted Booking.com regarding Mann’s case, the company reversed its decision. In a written statement, Booking.com admitted that while their procedures allow cancellations for genuine rate mistakes, “communication to the customer fell short of our usual standards.”
Following the media inquiry, Booking.com informed Mann that they would honor her original booking and cover the significant price difference, allowing her to keep the four-bedroom unit at no additional cost. While relieved, Mann expressed her frustration that such intervention was necessary. “You’re basically left holding an empty bag and have no power,” she lamented.
Protecting Your Travel Bookings: Expert Advice
To safeguard against similar online booking pitfalls, David Fewer advises travellers to take proactive measures, especially when booking accommodations for major events:
- Document Everything: Take screenshots of the booking process, including all numbers and prices.
- Confirm Directly: Call hotels immediately after booking to confirm the reservation rate.
- Use Secure Payment Methods: Utilize credit cards with robust dispute policies.
“You need to protect yourself the way you would with any contract,” Fewer emphasized. Despite Mann’s diligence in booking early and documenting every step, she still faced a two-month battle to uphold her original agreement. “You lose faith,” she concluded, reflecting on her long-standing use of Booking.com.