Wembley area - hotel to avoid!

scurr

I booked tickets for my son to go to Green Day at Wembley as Christmas present, booked travel & hotel for him and a friend so was a complete package.

The hotel is HELEN'S HOTEL: Helens Hotel, 18-20 Craven Park, London, NW10 8TD.

When the two boys turned up on Saturday they were met by the owner (I assume) who said that all bookings were cancelled and they couldn't stay. They'd travelled from Glasgow, tried to check in at 3pm and the gig's doors opened at 4.30. They then had to find somewhere to stay - not easy when there's a big event on, knowing noone, unfamiliar with the area and with very little spare cash.

The hotel could have emailed me or phoned me - this ruined the first big weekend away from home for two 19 yr olds - now the hotel isn't answering the phone and I'm FURIOUS!!

dmg24

Why was the booking cancelled?

MyRubyRed

How awful! How did you make the booking with the hotel in the first place? Ive just checked on line with various booking agents and they're all saying the hotel isn't taking bookings so something is adrift. If you booked through an agent you may have easier recourse

scurr

I booked through something like laterooms - need to see my son when he gets back to see the confirmation - but the hotel not answering the phone now so I can't get hold of them to ask hard questions!

The boys didn't get a straight answer about why the booking was cancelled - I think they were too shocked to take it in.

MyRubyRed

scurr wrote: »

I booked through something like laterooms - need to see my son when he gets back to see the confirmation - but the hotel not answering the phone now so I can't get hold of them to ask hard questions!

The boys didn't get a straight answer about why the booking was cancelled - I think they were too shocked to take it in.

Speak to the Agency who handled the booking when you get the detail from the boys.

fozmcfc

Although you haven't said I assume as it was a Christmas present you booked back in December time last year ?

I would have at least thought the hotel would have let you know, or if they have gone bust, whoever is dealing with them, would have let you know.

I live in London and wouldn't like it happening to me, let alone having travelled all the way down from Scotland to what is probably a strange city for them.

andyrules

How awful for the boys, and you. did you manage to book them somewhere online or did they end up paying a crippling rack rate somewhere?

If you booked through a decent agent like Laterooms, I would definitely be asking for reimbursement. Unless the hotel had only just decided to close, others before your lads must have complained to them, so you should have been informed.

Don't let it put them off, they were very unlucky.

maninthestreet

The hotel is in breach of contract, but taking them to the smalls claims court might not be worth it.

scurr

It was hotels.com I booked through so am just about to start making an unholy fuss!

I booked it in December but it was payment on arrival. Have booking confirmation though which said I could cancel up to 48 hours in advance penalty free but beyond that would be liable for the full room rate, so I'm hoping that they will compensate by at least the room rate if not the £80 the boys ended up paying for another hotel.

Still nobody answering the phone at the hotel so clearly someone went there specially to turn the boys (and other guests?) away - so they did know they hadn't contacted me!

scurr

Update - phoned hotels.com and spoke to call centre worker who gave me an email address & said my email would be answered withing 24 hours. Guess what? Now been 48 hours since I sent the first email - have resent it every 12 hours but still nothing!

MyRubyRed

Scurr, Ive checked out a few of the online agencies Terms and Conditions. Most make it clear that they are acting as agents only and accept no liability for anything that goes wrong with a booking. Owness being on you to sort out with the Hotel. Hotels.com's terms are a bit vague as far as I can see. So Ive sent them an e-mail. In truth I am a Travel Manager so Ive said I'm interested in placing business with them but am seeking some clarity on their terms and liability. I'll feed back if I get a response