Hotel overbooked

OlliesDad

In all fairness all the faacilities were provided that the OP paid for. According to the OP one of the rooms had a bath and shower, so they were available (they would have been sharing if they were in the same room).

The only difference was that you got a room each, which would have cost more and can be alot more convenient. I personally would have been much happier with this situation.

Zandoni

I certainly wouldn't accept this.

I'd suggest you first phone the hotel and ask for the manager,and explain to him how poorly you were treated.

If they doesn't get you anywhere find out if the hotel is part of a chain and speak to their head office.

Although this place is a consumer forum too many people here take delight in peoples misery.

Spartacus_Mills

narabanekeater wrote: »

Last weekend my friend and I went to stay in London for a shopping/theatre trip.

We had booked into a hotel 8 weeks before hand and had emails confirming a twin room for 2 nights for 2 guests including breakfast. The hotel was not cheap at almost £150 a night.

Upon arrival (11pm which they knew we would be late arriving )we as were other guests were told they had vastly over booked the hotel and could only accomadate us if we had 2 single rooms but they would be next do each other. They offered us a bottle of wine as compensation. I asked at the time if the rooms had both a bath and shower as I have medical problems from a problamatic pregnancy and only one of the rooms they gave us did.

All we wanted to do was sleep after a long day travelling and we agreed. We really just wanted some sleep. We were told the rooms were next to each other which they wernt. I tried phoning reception but nobody answered so in the end we just flooped into bed
The hotel and staff were wonderful and very friendly however even though we asked for the free wine we never did get it.

I guess im asking if I have grounds for a complaint or am I being petty? They were willing for 2 single ladies to walk out of the hotel at that time of night now knowing London and without a bed for the night.

If so what sort of things should I be saying. Ive never had to complain before?
Many Thanks

I don't think you are being petty at all. I think you had appalling treatment and handled it rather well.

slummymummyof3

I would have been really cross too. Presumably you wanted a twin room as you were away with a friend and wanted to be able to chat etc in your room, rather than both being isolated.

I would complain and in reality, those people who are saying you shouldn't complain would probably be first in the queue to complain if it had been their weekend trip spoilt.

Googlewhacker

i think you have the right to complain, but I also believe that compensation should be no more than a discount at the place in the future because you got what you needed, the staff were decent and hey helped you out as much as poss

picnic

why shouldnt the op complain? not enough people complain in this contry thats why we get poor service so often. how can a company improve if they are not advised where they are going wrong... if you pay for a service you should get that service. simples.

Googlewhacker

picnic wrote: »

why shouldnt the op complain? not enough people complain in this contry thats why we get poor service so often. how can a company improve if they are not advised where they are going wrong... if you pay for a service you should get that service. simples.

Advising and complaining are differant things

tbw

Googlewhacker wrote: »

i think you have the right to complain, but I also believe that compensation should be no more than a discount at the place in the future because you got what you needed, the staff were decent and hey helped you out as much as poss

When something like this goes wrong
I don't feel a discount on a FUTURE stay is approriate. Whats needed is a discount on the cost of the visit that went wrong ie a refund in the form of a cash payment. I'm not disputing the size of the refund, just that it should apply to the visit already made, not a future booking that the OP may not wish or need to make.

westiea

I would have been livid. Totally agree with Spugzbunny.

Facts -

• prebooked 8 weeks before - no surprise arrival (accommodation needs as requested not met)
• OP and friend's needs on certain ablution facilities were stipulated (needs not met - a double room en suite is NOT 2 singles with only one with ablution facility separated by other rooms. I for one would not expect to have to go down a corridor to the loo in the middle of the night - and when I was pregnant that meant every 2 hours!)
• Sweeteners ignored.

I would also look at the hotel booking T&C first and see if there are any clauses you may cite in there before-

• writing (to be signed for) letter to the hotel manager stating facts of booking, unmet agreements (rooms, ablution facilities, reception unmanned, wine etc) and include copies of all correspondence
• Review the hotel on Tripadvisor so others are warned

As Moneysavers on this forum I would have thought that our role should be to help and advise not troll.

OlliesDad

westiea wrote: »

I would have been livid. Totally agree with Spugzbunny.

Facts -

• prebooked 8 weeks before - no surprise arrival (accommodation needs as requested not met)
• OP and friend's needs on certain ablution facilities were stipulated (needs not met - a double room en suite is NOT 2 singles with only one with ablution facility separated by other rooms. I for one would not expect to have to go down a corridor to the loo in the middle of the night - and when I was pregnant that meant every 2 hours!)
• Sweeteners ignored.

I would also look at the hotel booking T&C first and see if there are any clauses you may cite in there before-

• writing (to be signed for) letter to the hotel manager stating facts of booking, unmet agreements (rooms, ablution facilities, reception unmanned, wine etc) and include copies of all correspondence
• Review the hotel on Tripadvisor so others are warned

Where on earth does it state that the OP had to go down the hallway for the toilet?? The only reference the OP made to the bathroom was that only one of the rooms had a shower and a bath. By this statement, it is safe to say that the each had a toilet.

The fact is that the only problem that the OP had was that she and her friend were in seperate rooms.

As Moneysavers on this forum I would have thought that our role should be to help and advise not troll.

The purpose of this forum is to advise on consumer rights. As the OP and her friend accepted the offer which was given, any gesture by the hotel would be good will only. If the weekend really was ruined by this experience, the OP should have left after the first night.