Reservation discrepancy HELP

spotty2009

Last week we stayed at a hotel and there seems to be a misunderstanding regarding the rates quoted over the telephone. We queried these at reception when we check out and spoke to the duty manager but he said he was not authorised to adjust our invoice; but that he would investigate our claim on Monday. We subsequently sent a letter to the hotel outlining our concerns that we had been charged more than we had been quoted over the telephone; we attached a copy of the confirmation we received via email, which only refers to one of the rooms (our reservation had been for an accessible room for our disabled daughter with an adjoining carers room - the confirmation received was just for one room for 2 people). We have sent copies to the hotel along with a letter outlining our complaint. Today we have received advise from them stating that they apologise for the misunderstaning and explaining that they were at a loss to explain why we had not received confirmation for two rooms as confirmation was computerised. We fully dispute this only one confirmation email was sent and this we understood represented the amount we were to be charged for both of the rooms. We are not happy with the response we have received; do we have any consumer rights to challenge their decision not to refund any of the monies we have paid. (We stupidly paid both the invoices on our departure). Thankyou

dmg24

You might be better to write down a timeline of events, as your post does not read very well.