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  • FIRST POST
    • ChrisK.....
    • By ChrisK..... 30th Jan 18, 11:57 PM
    • 19Posts
    • 0Thanks
    ChrisK.....
    0 WOW
    Wish I had stayed with Expedia
    • #1
    • 30th Jan 18, 11:57 PM
    0 WOW
    Wish I had stayed with Expedia 30th Jan 18 at 11:57 PM
    So. I was looking for a holiday in June for 4 family members in 2 x twin rooms
    Found one on Expedia just right
    My wife found the same hotel on JET2
    10% Off (and it was cheaper)
    Twin or Double - Only 3 rooms left!!!
    Jet 2 website said we could finalise room detail later
    Not wanting to miss out on this bargain I clicked through, paid deposit. Still no detail???
    Contacted the hotel directly to request 2 twins
    Hotel said they can't guarantee double or twins????
    Contacted JET2 to cancel where their "head of customer service" said I can cancel but I lose my deposit
    I explained that they didn't advertise the reservation clearly and the holiday is not until June and neither airline nor hotel have incurred any costs yet so why keep my money? I went on, In fact the hotel have not even reserved me any rooms of any kind (because they can't "guarantee" bed type?) and still advertising "3 rooms only left"
    Which met with embarrassing silence from JET2 HEAD OF CUSTOMER SERVICES

    I guess JET2 have no legal obligation to advertise room types whether or not it causes distress. They have my £250 and that's all that matters

    Wish I had stayed with Expedia who would have let me choose 2 TWIN beds
    Last edited by ChrisK.....; 31-01-2018 at 12:08 AM.
Page 1
    • Westin
    • By Westin 31st Jan 18, 6:01 AM
    • 1,257 Posts
    • 921 Thanks
    Westin
    • #2
    • 31st Jan 18, 6:01 AM
    • #2
    • 31st Jan 18, 6:01 AM
    As I understand it you have made contact with the hotelier and they have confirmed to you that they have rooms in the same price category with both double and twin beds. They have however said that they can not guarantee the bed makeup assignment at this time. Correct?

    You don!!!8217;t mention where you are going or the hotel but June could be a shoulder season and the hotel may have more wriggle room to grant your request than say peak travel months.

    You will have agreed to Jet2!!!8217;s terms and conditions when booking so arguing with the Head of Customer Services about cancellation terms and whether they will make a commercial loss or not at this point on the cancellation of the holiday is not really appropriate. I would actually try to get them on side with you. Explain that you really would like two twin rooms, you understand the situation but ask that your request be added to your reservation. Perhaps they could have a word with the relevant Jet2 hotel contracts manager who in turn may speak with the hotelier about your request. I can understand that they won!!!8217;t/can!!!8217;t guarantee it but they can certainly make efforts to help you be allocated one upon arrival.

    I would also suggest you then make contact with the hotelier again with your arrival stay details and politely ask again about a request for two twin rooms (they may possibly not have your booking at this point but you are just making contact and building the relationship). Once you have a name of an employee in the reservations department, or the management you have a rapport. Contact again around a week before you arrive and reemphasise the request. Be polite each time.

    Whilst a request is just that, believe it or not, neither the hotelier or Jet2 will be purposely wanting to annoy you and work against your wishes. They both want you to have an enjoyable holiday.
    • jpsartre
    • By jpsartre 31st Jan 18, 8:34 AM
    • 2,918 Posts
    • 1,927 Thanks
    jpsartre
    • #3
    • 31st Jan 18, 8:34 AM
    • #3
    • 31st Jan 18, 8:34 AM
    I explained that they didn't advertise the reservation clearly and the holiday is not until June and neither airline nor hotel have incurred any costs yet so why keep my money?
    Originally posted by ChrisK.....
    Because that's what you agreed to when you made booking. If the hotel themselves cannot guarantee twin beds I doubt Expedia can either.
    • pattycake
    • By pattycake 31st Jan 18, 1:32 PM
    • 1,204 Posts
    • 1,011 Thanks
    pattycake
    • #4
    • 31st Jan 18, 1:32 PM
    • #4
    • 31st Jan 18, 1:32 PM
    I often travel with a female friend and obviously as we are not a couple, we require two beds in the room. I just email the hotel concerned a couple of weeks before travel asking for twin beds. Normally, the reply I get is that the request is noted and they will do their best to comply but cannot guarantee. We have never been disappointed.

    I like Jet2 and in fact I have two upcoming trips with them this year. One with my husband and the other with my friend.
    • Duckyduck
    • By Duckyduck 31st Jan 18, 6:47 PM
    • 94 Posts
    • 100 Thanks
    Duckyduck
    • #5
    • 31st Jan 18, 6:47 PM
    • #5
    • 31st Jan 18, 6:47 PM
    It!!!8217;s not false advertising, they stated Twin OR Double. Youre now wanting to change that to a specific room type. Jet 2 probably has cheaper prices because they!!!8217;re taking whichever rooms are leftover. The hotel doesnt have a crystal ball to be able to tell you which rooms will be remaining in 5 months time.

    They probably will have some of each room type available so could help meet your preference. It!!!8217;s important to note though that it!!!8217;s a preference on your part, not an obligation on theirs, and so you need to be nice to them as they!!!8217;re doing you a favour.
    Save £12k in 2017 #10
    • budgetflyer
    • By budgetflyer 31st Jan 18, 8:18 PM
    • 5,663 Posts
    • 3,621 Thanks
    budgetflyer
    • #6
    • 31st Jan 18, 8:18 PM
    • #6
    • 31st Jan 18, 8:18 PM
    Of course the hotel can guarantee a twin or a double. They have them, as you have seen on Expedia. They just dont want to!
    You have given them plenty notice of your request so if you dont get what you want, create holy murder on the day
    • ChrisK.....
    • By ChrisK..... 31st Jan 18, 11:58 PM
    • 19 Posts
    • 0 Thanks
    ChrisK.....
    • #7
    • 31st Jan 18, 11:58 PM
    • #7
    • 31st Jan 18, 11:58 PM
    ..., believe it or not, neither the hotelier or Jet2 will be purposely wanting to annoy you and work against your wishes. They both want you to have an enjoyable holiday.
    Originally posted by Westin
    They (JET 2 and Hotel) had my money for 24 hours. They have not spent a dime as a result of my booking. If I buy a black t-shirt shirt from Tesco and find it's not quite the colour I thought it was, they will refund me without quibble because Tesco value the customer. JET2 could refund me without spending a dime, they haven't, because the law does not make them and that's the ONLY reason. They know that instead of looking forward to our summer holiday I feel absolutely miserable but they do not care. That's it
    • ChrisK.....
    • By ChrisK..... 1st Feb 18, 12:08 AM
    • 19 Posts
    • 0 Thanks
    ChrisK.....
    • #8
    • 1st Feb 18, 12:08 AM
    • #8
    • 1st Feb 18, 12:08 AM
    I often travel with a female friend and obviously as we are not a couple, we require two beds in the room. I just email the hotel concerned a couple of weeks before travel asking for twin beds. Normally, the reply I get is that the request is noted and they will do their best to comply but cannot guarantee. We have never been disappointed.

    I like Jet2 and in fact I have two upcoming trips with them this year. One with my husband and the other with my friend.
    Originally posted by pattycake
    The key difference is that you were aware of the risk and took it. I was not and would never have taken any such risks
    • ChrisK.....
    • By ChrisK..... 1st Feb 18, 12:19 AM
    • 19 Posts
    • 0 Thanks
    ChrisK.....
    • #9
    • 1st Feb 18, 12:19 AM
    • #9
    • 1st Feb 18, 12:19 AM
    It!!!8217;s not false advertising, they stated Twin OR Double. Youre now wanting to change ...
    Originally posted by Duckyduck
    I don't want to change anything. I would be happy to get my money back and let JET2 sell it to someone who does want it. After all they ONLY HAVE 3 ROOMS LEFT. For a high profile company to hide behind their legal advantage? This level of customer service in this day and age comes under abhorrent. Legal but just nasty
    JET2 head of customer service really needs to come to one of my lessons where I will teach him the industry standard definitions of CUSTOMER EXPECTATIONS and how they relate to CUSTOMER SATISFACTION
    • ChrisK.....
    • By ChrisK..... 1st Feb 18, 12:25 AM
    • 19 Posts
    • 0 Thanks
    ChrisK.....
    Of course the hotel can guarantee a twin or a double. They have them, as you have seen on Expedia. They just dont want to!
    You have given them plenty notice of your request so if you dont get what you want, create holy murder on the day
    Originally posted by budgetflyer
    Actually I think that's the answer. They certainly could reserve me twins but they have no intentions whilst they have no legal obligation to me but could sell them at a premium nearer to June. Since JET2 are quite happy to torment me for a couple of hundred, the least I can do is make sure the hotel staff are tormented for the whole time I'm there. Good call
    • Westin
    • By Westin 1st Feb 18, 7:41 AM
    • 1,257 Posts
    • 921 Thanks
    Westin
    ^

    WOW!

    Sounds like you are going to have a great experience at the hotel and on holiday if that is the attitude you plan to take.
    • pattycake
    • By pattycake 1st Feb 18, 7:46 AM
    • 1,204 Posts
    • 1,011 Thanks
    pattycake
    Torment you? Talk about a mountain out of a molehill. There are twin rooms in the hotel you have chosen. The hotel will allocate rooms a couple of weeks before your holiday. Contact them at that time and make your request in an appropriate tone.

    In my extensive experience of package holidays, it!!!8217;s s the double rooms which are in demand. Couples want to be together. In reviews it!!!8217;s s the lack of such a bed which causes complaints.

    Calm down and put the situation in proportion.
    • Westin
    • By Westin 1st Feb 18, 7:53 AM
    • 1,257 Posts
    • 921 Thanks
    Westin
    I am experiencing the same problem as above when posting and noticed it on other posts.

    For some reason if you type an apostrophe the MSE software is recording it as a jumble of characters - it!!!8217;s s.
    • pattycake
    • By pattycake 1st Feb 18, 8:43 AM
    • 1,204 Posts
    • 1,011 Thanks
    pattycake
    I am experiencing the same problem as above when posting and noticed it on other posts.

    For some reason if you type an apostrophe the MSE software is recording it as a jumble of characters - it!!!8217;s s.
    Originally posted by Westin

    Annoying isn’t it!
    • elsien
    • By elsien 1st Feb 18, 8:47 AM
    • 15,855 Posts
    • 40,028 Thanks
    elsien
    I've booked twin room through Expedia, and on arrival been allocated double. If the hotel is full there's then not much you can do about it.
    So even going through Expedia there's no guarantee.
    But if it's someone you're happy to share a room with, sharing a double bed isn't a massive step up. It's not ideal but it's not the end of the world. And you can always put pillows down the middle if you feel that uncomfortable about it.

    ETA I hope you're not scattering capital letters in your emails to customer services etc. It does tend to make people look a little unhinged.
    Last edited by elsien; 01-02-2018 at 8:56 AM.
    All shall be well, and all shall be well, and all manner of things shall be well.

    Pedant alert - it's could have, not could of.
    • k3lvc
    • By k3lvc 1st Feb 18, 8:56 AM
    • 2,050 Posts
    • 3,306 Thanks
    k3lvc
    I've booked twin room through Expedia, and on arrival been allocated double. If the hotel is full there's then not much you can do about it.
    So even going through Expedia there's no guarantee.
    Originally posted by elsien

    But the OP doesn't think the T&C's of Jet2/Expedia/Hotel apply to them and they want a guarantee
    • teezie
    • By teezie 5th Feb 18, 9:10 PM
    • 43 Posts
    • 6 Thanks
    teezie
    Depending on what country you're travelling to (assuming JET2 that it would be abroad), in my experience quite often a 'double' is two twin beds pushed together, and even when we've booked a double room, we've found 2 beds with a small table in between and we've had to move a bit of furniture around!
    • ChrisK.....
    • By ChrisK..... 6th Feb 18, 1:10 AM
    • 19 Posts
    • 0 Thanks
    ChrisK.....
    But the OP doesn't think the T&C's of Jet2/Expedia/Hotel apply to them and they want a guarantee
    Originally posted by k3lvc
    Just because it's legal doesn't not preclude it from being poor customer service. Tesco want their customers to shop with confidence, JET2 just want your money by whatever means possible. If someone booked my hotel for June and hours later changed their mind I would just give then their money back. I would sooner my last 3 rooms were taken by people who wanted to be there.
    • jpsartre
    • By jpsartre 6th Feb 18, 8:03 AM
    • 2,918 Posts
    • 1,927 Thanks
    jpsartre
    Asking you to adhere to the terms of what you purchased is not poor customer service. Jet2 is holding up their end of the bargain, it's you who is wanting to back out of what you agreed to.
    • ChrisK.....
    • By ChrisK..... 6th Feb 18, 8:27 PM
    • 19 Posts
    • 0 Thanks
    ChrisK.....
    Asking you to adhere to the terms of what you purchased is not poor customer service. ....
    Originally posted by jpsartre
    Not necessarily but...

    Just because it's legal doesn't not preclude it from being poor customer service. ....
    Originally posted by ChrisK.....
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