Booked hotel then couldnt stay there.

RDB

I booked 2 nights at the London Gateway services Days Inn Hotel.

When I got there I showed then my voucher that I printed our showing that I had paid in full. However they said sorry they have no record of this booking and they are fully booked sorry we cant stay there.

We had just driven 300miles and needed to stay in that hotel because we had appointment in Mill Hill in the morning. But after a long time arguing with them we gave up and tried to find another hotel. We had to get a taxi a long way outside the M25.

Anyway we are very annoyed that GTA hotels took our money but we couldn't get the service we paid for. It ruined our weekend.

Can someone give us advice about getting our money back and compensation please?

Is there a Hotel ombadsman service?

Obukit

Gullivers Travel are the worst people to book hotels through, as they don't have any "links" into hotel booking systems, or send hard copies of reservations like most other travel agents do. They rely on people manually checking with them to see if any reservations have been received, which is obviously an absolutely farcical way to run a travel agency.

That said, the front desk staff in any decent hotel should have been clued up on this, and even if they were fully booked should have offered to pay for alternative accommodation and for extra costs you had incurred. You should contact the hotel and ask for an email address and name of the General Manager - let him know how much you paid for the other hotel (if it's less than you paid for Days Inn, they should refund, or arrange a refund through Gullivers, of the amount you paid), plus how many miles extra you had to drive. Any reasonable hotel will pay you this as long as it was their mistake, as well as apologise for the incompetence of their Front Desk staff. If not contact Days Inn Head Office.

RDB

Obukit wrote: »

Gullivers Travel are the worst people to book hotels through, as they don't have any "links" into hotel booking systems, or send hard copies of reservations like most other travel agents do. They rely on people manually checking with them to see if any reservations have been received, which is obviously an absolutely farcical way to run a travel agency.

That said, the front desk staff in any decent hotel should have been clued up on this, and even if they were fully booked should have offered to pay for alternative accommodation and for extra costs you had incurred. You should contact the hotel and ask for an email address and name of the General Manager - let him know how much you paid for the other hotel (if it's less than you paid for Days Inn, they should refund, or arrange a refund through Gullivers, of the amount you paid), plus how many miles extra you had to drive. Any reasonable hotel will pay you this as long as it was their mistake, as well as apologise for the incompetence of their Front Desk staff. If not contact Days Inn Head Office.

Thanks, I thought so. But the hotel staff were 100% unhelpful only saying they have no record of the booking I should take it up with the agent I booked with and its nothing to do with them.

I keep trying to contact them but no rely at all, they are ignoring me.

Is there any indipendant authority that can help me with this?

Mark_Hewitt

RDB wrote: »

Thanks, I thought so. But the hotel staff were 100% unhelpful only saying they have no record of the booking I should take it up with the agent I booked with and its nothing to do with them.

To be fair, it isn't anything to do with them. Any reason why you didn't book directly with Days Inn?

I keep trying to contact them but no rely at all, they are ignoring me.

Firstly, decide how much you want from them. A reasonable amount being any extra monies you've had to pay out to get the same as you'd already paid for. Tell them, in writing, that they have 14 days to settle, after which you will file in the small claims court with no further notice to them.

RDB

Mark_Hewitt wrote: »

To be fair, it isn't anything to do with them. Any reason why you didn't book directly with Days Inn?

You are right, but dont you think Days Inn have at least some responsibility they have chosen to have a business relationship with GTA hotels and must share responsibility or dont use themanymore.

Anyway thanks for suggestion and have done exactly as you said. They are just fobbing me off and asking me to provide details of the other hotel that we stayed in and proof of paying that, which I have sent them now.

boonkoh

RDB wrote: »

You are right, but dont you think Days Inn have at least some responsibility they have chosen to have a business relationship with GTA hotels and must share responsibility or dont use themanymore.

Anyway thanks for suggestion and have done exactly as you said. They are just fobbing me off and asking me to provide details of the other hotel that we stayed in and proof of paying that, which I have sent them now.

Yes, and no... their only fault is that they are associated with GTA hotels. But most hotels have rooms sold through hundreds if not thousands of travel agents and sites, so they can't keep tab. You can though complain to Days Inn and they might help you to put pressure or get in touch with GTA Hotels, and maybe in the future they will blacklist them.

This is why it usually always pays to book hotel rooms with a reputable travel agent or online site. It is not usually worth it IMHO to save those few extra pounds by going to a smaller agent, and if their prices are much cheaper than what others are offering, there is usually something wrong.

Mark_Hewitt

Just to be clear, you'd be filing a claim with GTA, not Days Inn.

RDB

Yes its GTA hotels how took my money and didnt provide the service that I paid for.

They are just delaying it again saying someone else is going to have a look.

-

"Thank you for contacting us about your unused reservation.

Please accept our apologies for the misunderstanding with your reservation. We regret any inconvenience that may have occurred during your vacation. As you may know GTAHotels.com acts as an independent reservations agent for hotels.

I have checked your reservation and had forwarded your email to our provider. As soon as we have the response we will contact you the soonest time possible via email.

In the meantime, if you have other questions, feel free to contact us. Our customer support is available 24 hours a day 7 days a week.

Best regards,

Almah
Metglobal

dmg24

Why not phone them rather than emailing?

Did you try to call them whilst you were at the hotel?

RDB

Yes tried to call all night, no answer.

I have now spoke many times, but cant get through to anyone apart from the sales people.

RDB

How do I go about bringing them to the small claims court?