Help! Hotel Cancellation Fee Issues

NClutton

Hi there, I was wondering whether anybody out there can help.

I recently tried to book a hotel room through an online company. I followed the online booking steps and once I had plugged in all my personal and card details, I clicked on the "proceed" button. It quickly flashed up to say that there weren't any rooms available for my selected dates, which I thought was odd, but like anything online I thought that someone else had booked the last remaining room whilst I was filling in my details.

I checked my email and there were no confirmation emails to say that my booking had been placed, so I called up the hotel directly to see whether I could book directly ( as I presumed that the online company buy bulk rooms and sell them off, so perhaps the hotel had some available directly).

The receptionist at the hotel that I spoke to confirmed that the last room had been booked, however the reservation was for 3 nights and I was looking for 2, so I didn't think anything of it. I left it at that and booked a room in another hotel for my stay.

The following week I received an invoice from the hotel in question advising that because I hadn't cancelled my reservation in the alloted time of 4pm on the day of arrival, they had charged me a cancellation fee.

I have been liaising with both the online agent and the hotel directly, however the receptionist I spoke to about the matter is lying and saying that she confirmed my booking with me over the telephone. This is definitely not the case, as I wouldn't have then gone on to book another hotel for the same dates and is clearly a way of her getting out of the situation.

The online company is telling me that they see no technical "blips" whilst I was trying to book the room and they received my booking, which they then passed on to the hotel. They also confirmed that I didn't receive an email confirmation of my reservation, as there was a letter out on the email address that I typed in on the online booking.

Both companies are not taking responsilibilty for the situation and I'm getting a lot of resistance when trying to get the fee refunded, as due to unusual circumstances, I believe I am entitled.

Does anybody out there know whether I am within my rights to continue to pursue this issue or shall I just pay up and stop wasting my time?

Many thanks
Natalie

lucky11_2

Hi natalie. When you called the hotel did you give her your name etc, or did you just ask if there were any rooms free?

NClutton

Hi, thanks for coming back to me...

When I spoke to the lady on reception I didn't give her my name as I was calling to see if there were any more rooms available as didn't think I had placed a reservation at that point. Although by saying that, it probably puts me in the wrong (

How could she confirm my booking if she didn't have my name, but not sure I can prove anything as she has my name now. So frustrating.

Look forward to your reply...
Natalie

lucky11_2

Sounds like a !!!! up with their internet booking alright, but you're right she didn't confirm it with you. You had no confimation by email, I don't know what their T&Cs state about that, or what consumer law states - but surely 'the customer is always right' has got to go some way to reimbursing you.
You could have checked your named booking with the receptionist, but as you'd already been informed the hotel was full, and you got no e-mail confirmation.. I'd dig my heels in personally. Sorry I can't be more helpful!

NClutton

Thanks for your advice, I feel the same and think that I should be reimbursed due to the problems with the internet. Long gone are the days when "the customer is always right", so wanted to make sure I wasn't missing some legislation that covers them for this kind of thing.

Apparently in their terms and conditions it says that "if you don't receive an email confirmation you need to call the customer service number and confirm your booking with them" however because I didn't get through that far on the booking form, I wouldn't have been expecting an email confirmation?

Very frustrating as you can imagine and all I get is emails telling me that they are not responsible.

I will continue to try and find out if there's anything I can do, but in the meantime if anyone can think of anything please give me a shout!!

Thanks again Lucky 11
Natalie

lucky11_2

Hmmm, even though bookings are done electronically, it just seems it's akin to booking with a receptionist who then completely ignores you - how would you then know if he/she had actually booked you in?!
It does appear more like the site was telling you the hotel was full, rather than you failing to fulfil your part of the process of checking a booking - although nobody is responsible for website glitches, that certainly isn't your problem.
Could you perhaps call a hotels ombudsman and ask for their advice?