Hotel is trying to charge for Breakfast after we have checkout?

tbw

Kayss2000 wrote: »

OK, here is our revised letter. What do you think, Thanks for all your help. so far.

Dear Mrs ******,

I would like to thank you for your quick reply to our customer comment form and are very glad to see a company director replying to us personally.

As you can see from the attached confirmation details we received from you, breakfast was included. Your confirmation email with breakfast also constitutes a contract between yourself and us.

We are informing you now that we do not give you authorisation to debit any amount from our credit card. In addition, I should point out you are not entitled to debt our account after checkout.

We shall consider this matter closed unless we here from you in 7 days of receipt of this letter.

Your Sins.

I can´t see anything wrong with this letter and I don´t think its ´bolshie´or confrontational, just tells it how it is. The hotel made a mistake (always easy to blame the computer!) and, after a discussion with the OP, they agreed to ´honour the booking on this occasion´' - but not any subsequent booking. Surely the Op is entitled to assume that in this context, ´booking´ means this particular ´stay´ ie the full 3 days ? I can´t see that any reasonable person would have thought this meant anything else. The hotel clearly has a problem with its bookings system - and also some of its staff need to have there attitudes adjusted !

I wouldn´t pay and I´d be b***** cross if they tried to take money off my card this late afterwards.

tbw

Kayss2000 wrote: »

We feel that we would rather do this if this first letter doesn't work, the only sad thing is the letter they sent us was so horrid and hurtful, we dont want them getting away with it.

You shouldn´t have to meet them anywhere ! (except possibly in court if they grab your cash). Its their mistake and they should accept they were wrong right down the line.

wadyaknow

arenaman wrote: »

It seems clear that the hotel has meant that the first breakfast could be honoured but not the other 2, the OP has assumed they meant the other 2 as well. Simple mix up through lack of communication. Why not offer to meet the halfway on the bill?, you'd still only be paying for 1 lot of breakfasts when you've had 3.

Hey, I agree, it seems the hotel offered you breakfast on the first day as way of apology for their mistake / incompetence. Did they confirm they would include days two and three or just that morning? If not I would have really doubled checked at a reception or hotel manager before going down again, it was a risk and at least you got 1 out of them, ill be surpised if you get 2 and 3 free now as it looks like they have noticed what has happened and did not mean 2 and 3 were free. good luck though.

Regards,

Lavendyr

"Dear Mrs XX,

Thank you for your quick response to our customer comment form.

This was our second visit to the Headland cottages and this time we had brought some very close friends with, as we had such a wonderful time on previous occasions.

I have attached our confirmation details which state that breakfast was included. We acted in good faith based on this contract.

On the first morning of our stay, we informed the lady that we were from Waterside 2 and we were there for breakfast. At this stage we were informed that breakfast was not included for cottage guests, but on presentation of our confirmation form, wer were invited to continue to have breakfast. Your staff then explained that this was an error, but that the hotel would honour the error.

We understood from this that we could continue with our breakfast and that we could continue to take breakfast for the remainder of our stay. At no point was it stated that we could only take breakfast for one day.

On both of the following days, we had breakfast and were not challenged as to our right to do so. However, during our breakfast on the third day, a member of your staff came to inform us that we would be charged. On further explanation this staff member confirmed that he would speak with the staff member who had agreed to honour the confirmation; we understood that this would clarify the situation.

On check-out, we were informed that there were no further charges against our account; we settled our bill and left. Had there been any additional charges against our account, this would have been the appropriate time to raise them.

We are informing you now that we do not give you any authorisation to debit any amount from our credit card and i do we will be forced to take this matter to small claims court.

We look forward to hearing from you within fourteen days of this email.

Kind regards

etc"

diggerman123

did you BOOK self catering or bed and breakfast , because this would be a crucial point , or were you just seeing what you could get away with (money saver etc ) after seeing the confirmation. did you enjoy the breakfasts ? seems strange to me . it appears that you booked self catering and then ate the food that wasnt meant to be supplied. money saving at its best.

well done :beer:

diggerman

diggerman123

oh , by the way , that was tongue in cheek

you ate it so pay for it. your earlier posts make you guilty so eat up , pay up and stop trying to save money at a businesses expense. genuine claims i can sympathise with , but i dont think yours is.

Kayss2000

Lavendyr wrote: »

"Dear Mrs XX,

Thank you for your quick response to our customer comment form.

This was our second visit to the Headland cottages and this time we had brought some very close friends with, as we had such a wonderful time on previous occasions.

I have attached our confirmation details which state that breakfast was included. We acted in good faith based on this contract.

On the first morning of our stay, we informed the lady that we were from Waterside 2 and we were there for breakfast. At this stage we were informed that breakfast was not included for cottage guests, but on presentation of our confirmation form, wer were invited to continue to have breakfast. Your staff then explained that this was an error, but that the hotel would honour the error.

We understood from this that we could continue with our breakfast and that we could continue to take breakfast for the remainder of our stay. At no point was it stated that we could only take breakfast for one day.

On both of the following days, we had breakfast and were not challenged as to our right to do so. However, during our breakfast on the third day, a member of your staff came to inform us that we would be charged. On further explanation this staff member confirmed that he would speak with the staff member who had agreed to honour the confirmation; we understood that this would clarify the situation.

On check-out, we were informed that there were no further charges against our account; we settled our bill and left. Had there been any additional charges against our account, this would have been the appropriate time to raise them.

We are informing you now that we do not give you any authorisation to debit any amount from our credit card and i do we will be forced to take this matter to small claims court.

We look forward to hearing from you within fourteen days of this email.

Kind regards

etc"

OMG, thats great, you are so very kind to take your time to write this. I think it beats our 2 attempts. I think I will send this in the post tomorrow.

Thanks Again !

newcastle123_2

diggerman123 wrote: »

oh , by the way , that was tongue in cheek

you ate it so pay for it. your earlier posts make you guilty so eat up , pay up and stop trying to save money at a businesses expense. genuine claims i can sympathise with , but i dont think yours is.

so you booked self catering when you paid for your holiday? if so thats the contract. if the hotel takes you to court and produces it they are bound to win, all youll get is a CCJ against you. i agree with diggerman, you tried it :T, got busted :mad: now pay up.:D their offer of breakfast (for 4 people did i read) on the first morning for their silly mistake seems reasonable. it seems like your wading towards court like a lamb to the slaughter - your contracts the contract, not some booking confirmation sent out by 18yro on min wage. intresting blog though, want to see want they write back - keep me posted guys.

tryfive

Kayss2000 wrote: »

3 days after our break we have just received in the post a very rude letter telling us that in 7 days they will be charging our credit card (which we used to booked on) £119.00 for the breakfast for the last 2 days.

£119 for two breakfasts?

What the in god's name did you eat - champagne and caviar?!

At 60 quid per breakfast, maybe I should get in the breakfast business

If_it_can_go_wrong

Some of you have given me an idea.

I am now drafting a letter to all my previous customers who I have sold to online. It says basically "even though I confirmed in writing that postage was included in the price this was just a TYPO. I will be debiting a further £10 from your card in the next few days."

Judging by some responses on here I am hoping for maybe 40% success rate from people who are happy to pay for something that I have already confirmed is in the original price.