Forced into guilt payment

cambourne7

Recently i booked a stay in a large chain hotel via there web site (independant travel not in the UK) before going i got an email from the hotel saying that the package i had booked included a spa treatment for my husband and myself each night i emailed back twice to confirm as i have stayed there before and i knew i had not booked this.

Having had it confirmed in writing twice by the hotel and once by the spa i booked the treatments and we enjoyed them.

Then we got the bill!

I had brought the email with the confirmation that it was confirmed and the reception removed this from the bill, we had a final treatment booked after we checked out which we had thinking that it was all ok and that they had just made a mistake at the check out after this the manager of the spa came over and explained that she would be billed these by the hotel and asked up to pay. We made to feel pretty guilty and paid 50% but was not happy as we would not have had these treatments if they had not told us there were free.

I said i would complain when i got back to the UK, i now need to write to there head office. Any suggestions as to what i might say?

Cam

Anthillmob

eh?

sorry im confused

dmg24

I think they had a treatment booked for after they had been told that they would have to pay, so had the treatment and then felt forced to pay?

Justicia

dmg24 wrote: »

I think they had a treatment booked for after they had been told that they would have to pay, so had the treatment and then felt forced to pay?

I read it that same way...

cambourne7; can you confirm to clarify - did you have a further treatment after your discussion with the check-out about the error?

Daytona_nev

Anthillmob wrote: »

eh?

sorry im confused

ermm.... me too!

peediedj

did you definetly check it was free before booking? if so you shouldnt of payed no matter how guilty you felt

Badger_Lady

Yeah - I think I would have just flat out refused, let them call the police and explain it to them if necessary!

hollydays

I would have asked to speak to the hotel manager and asked how this situation had occurred.No way would i have paid anything.

cambourne7

sorry still steamed...

Yes had the last 2 treatments after reception said they would not charge us.

I was not going to pay husband did :mad: as he felt sorry for the spa manager.

is that clearer?

Badger_Lady

Yep - just write a clear and friendly letter to Head Office explaining the full story (don't overload them with detail or emotion). Then, if you get no further, bring in the Small Claims Court for the amount you paid (plus court charges of course).

DCFC79

Badger_Lady wrote: »

Yep - just write a clear and friendly letter to Head Office explaining the full story (don't overload them with detail or emotion). Then, if you get no further, bring in the Small Claims Court for the amount you paid (plus court charges of course).

i read it that the hotel wasn't in the UK so the small claims court will be pointless