Compensation?

MajicMOLE

Hello Money savers!

I'm after a bit of information please. I have googled and googled, and unfortunately not been able to find what my rights are for a hotel being double booked. Here is my situation:

On the 31st March 09, I booked a flight, and hotel, from travel republic for myself and 3 friends for the 10th July. We booked 1 room that accommodated 4 people at Alexander the great hotel. The flight and hotel where booked at the same time, and the atol fee was paid, however it was not a "package holiday"

However, 6 days before we were due to depart, Travel republic contact myself to say that the hotel had been double booked. As you can imagine, with being meant to fly in 6 days, this was frustrating, but at the same time i do understand these things happen. They offered us different accommodation which was no where near where we where originally staying. I spent a few days of arguing with them, due to them insisting that if we wanted to stay somewhere else other than the accommodation that they were offering, then we would have to pay extra. There were not many hotels available at such short notice. I did request that I would be happy with a full refund, for hotel and flight, but they refused saying they could only refund the hotel. Eventually they agreed to sort us accommodation closer to where we were originally staying for no extra cost, so we where quite happy that this was now sorted.

However, when we arrived at our new hotel, the Savvas, and where showed to our room, we found that the room was far too small for 4 people! It had 4 single beds all lined up in a row, and even on the inside of the door, it had a sign saying "occupancy - 2". Only 1 half of the double balcony doors would open due to beds being in the way, and we had to climb on the beds if we wanted to go onto the balcony.

We immediately complained to reception, who said there was nothing they could do as they were fully booked, but that she would let us know if a room came available in the next day or two, then we could have it.

Nothing came up, so we had to grit our teeth and enjoy our holiday being away from the room! However we took pictures and details so we could complain and get a full or nearly full refund on the cost of the hotel.

I wrote a complaint letter to travel republic on my arrival, and around 5 weeks later they sent a reply with a "good will gesture" of £60!! The accommodation cost us £476!!

A member of our party even went into Alexander the great hotel (the original hotel we booked) as he knew someone who was staying there, and the rooms where so much bigger and more suitable.

What are my rights? Am i right in thinking that if a travel operator double book a room, then i am entitled to either a full refund of the accommodation, or an alternative accommodation of the same, or better standard?

I look forward for your assistance!

Lewis

malkie76

You were offered a refund on the hotel - as they weren't booked as part of a package then they didn't need to refund the flights too. You were offered different accomodation, and it did sleep 4 people. The compensation already offered is more than they need to give.

Sadly you've had a less than perfect experience, but I don't believe you have grounds for compensation.

MajicMOLE

thanks for your advice! We would of took the refund for the hotel, if it wasnt for all the rest of the hotels that where left were more expensive! Plus, we got the original hotel at a cheaper price because we booked the flights with it. But if we paid £476 for our original hotel, and they offer me alternative accomodation, must it not be of the same or higher standard? Or does it not matter?

isplumm

Hi,

Try posting on holidaytruths.co.uk .... they give good advice & may be able to help .... I don't think that £60 is acceptable .... especially as they gave you so little notice.

Mark

MajicMOLE

Thanks for your help. I have posted this info onto holiday truths

Lewis

Alan_Bowen

Sorry to hear your tale of woe. Unfortunately the way Travel Republic operates, you probably had no contract with them for anything. If you buy a package holiday, paying a single price for flights and accommodation, the Package Travel Regulations would have protected you and in the case of a major change, such as the one you suffered, the right to cancel and have a full refund.

Travel Republic may be cheaper, but one of the reasons is they operate to ensure you never have a claim against them. You end up with one contract for the flights, and since there was nothing wrong with them the flight operator would never offer a refund and a separate contract for the accommdaotion, which will also not be with Travel Republic. Look at your documentation and see which accommodations supplier they used, it could be Hotels4U or MedHotels for example, they are the ones you should be chasing. Saving money sometimes means losing it at the end of the day.

isplumm

Alan_Bowen wrote: »

Travel Republic may be cheaper, but one of the reasons is they operate to ensure you never have a claim against them. You end up with one contract for the flights, and since there was nothing wrong with them the flight operator would never offer a refund and a separate contract for the accommdaotion, which will also not be with Travel Republic. Look at your documentation and see which accommodations supplier they used, it could be Hotels4U or MedHotels for example, they are the ones you should be chasing. Saving money sometimes means losing it at the end of the day.

Hi,

But I don't see that Travel Republic can just get out of their responsibilities ... the OP bought a hotel room from TR, not Hotels4U, so that is who their contract is with ....

what happens if the OP had paid for 7 nights in a hotel, saying costing £2k, but when they arrived at the hotel it didn't know anything about them & then had to pay again .... no way would TR be able to say that it was nothing to do with them .... the OP could sue them for the lose.

What is the difference between this & buying a Hotpoint washing machine from currys & it not arriving - you expect Currys to sort, not Hotpoint?

Mark

malkie76

Not really - it's like buying a TV and a washing machine from Currys. They don't have the washing machine you originally ordered and offer you a replacement or a refund on the washing machine. The TV is a totally separate purchase and unrelated to the washing machine.

Regarding the OPs query about standard of hotel - yes, they should offer you similar or better accomodation for the same price if they've messed up. However, fundamentally they have offered you similar accomodation, your issues with the size of the room are slightly subjective.

It's like the old arguement about car hire when you get a Ford Mondero (or similar) and you get offered a Korean import. It's got four doors and a steering wheel, but it's not everyones idea of "similar".

MajicMOLE

Hi

Thankyou to all for your replys.

TR do say that any complaints should be sent to them. After my original complaint letter they sent an acknowledgment letter back saying that the complaint had been passed onto "TR Contract Hotels" and the actual hotel. I do understand that places like TR are middlemen, but as soon as THEY take my payment, and THEY have sent confirmation of the booking, then I was under the impression that I had made a legal binding contract with them, and that they should honer it. If I was to sue, then surly id be suing travel republic as they took my money, and arranged my alternative accommodation.

And, even though 4 beds where provided, the document on the door inside the room clearly stated that the room was for 2 beds. We physically couldn't move, we had to use the kitchen area as a wardrobe and suitcase storage. And I don't think I am in the wrong for wanting the money back for the hotel when i paid for a room to accommodate 4 people! I just don't know how to go about it! TR have sent a cheque, which Iv not cashed, and am just in the middle of writing a return letter stating that the £64 offered was unacceptable!

isplumm

malkie76 wrote: »

Not really - it's like buying a TV and a washing machine from Currys. They don't have the washing machine you originally ordered and offer you a replacement or a refund on the washing machine. The TV is a totally separate purchase and unrelated to the washing machine.

Regarding the OPs query about standard of hotel - yes, they should offer you similar or better accomodation for the same price if they've messed up. However, fundamentally they have offered you similar accomodation, your issues with the size of the room are slightly subjective.

It's like the old arguement about car hire when you get a Ford Mondero (or similar) and you get offered a Korean import. It's got four doors and a steering wheel, but it's not everyones idea of "similar".

Hi,

Not sure what you are getting at with the TV ... anyway the point is that your contract is with Currys NOT Hotpoint. The OP contract should be with TR, not anyone else.

To the OP - did you take photo of room & sign about 2 people in room - that might help?

Mark

Alan_Bowen

Regretably the contract is not with Travel Republic. If you read their booking conditions they make it clear they act as an agent, introducing you to various suppliers. Agency law is quite different to buying something is a shop, that's why they are called 'travel agents' but whoever was the supplier of the hotel room should not have let you down. Good luck