Booked into the wrong hotel!!! please help?

Needinghelp

To start a long story my girlfriend and I are due to be going away next Monday to Tenerife.
We booked to go with icelolly.com who we booked a holiday with last April and had no issue at all, so I thought to book with them again.
Booked on the 30th of jan 2011 over the phone by Credit card. I was dealing with a man called Jamie and once I told him where I wanted to stay and fly from he said he would call back once he had checked for availability at the hotel I wanted to stay at. I made it very clear the hotel name and what area in tenerife I wanted to stay at (Be live la nina in costa adeje.)
Once he called back he said that there was availability and he had booked a room for us. Great all sorted he said that the company sorting the hotel and transfers (R-Travel) would email me and so would (Ryan air) with the flight details.
I received an email from ryan air immediately, however no luck with R-travel. I phoned R-travel and was informed told if no documents had arrived up 10 days before departing to ring up again and find out where they were. I received the documents yesterday and they have booked us into the wrong hotel and the wrong city in tenerife. They have also made our transfers to the wrong hotel too!
They have booked us into Be live playa la arena, in Puerto santiago but we do not wish to stay in this area!
We are very upset as its taken a long time to save for this trip, I would really appreciated all help you could give us.
Where do I stand and what actions should I take.

System

Needinghelp wrote: »

We are very upset as its taken a long time to save for this trip

Needinghelp wrote: »

We booked to go with icelolly.com who we booked a holiday with last April

8 months to save. That's not too bad.

kelloggs36

What have they said so far? I am assuming you have already pointed out the error?

richardw

Perhaps call the credit card and say they have sold you the wrong hotel and you want to dispute the transaction.

In the mean time check to see alternative availability just in case the credit card people give you a refund.

ponymad_3

I feel pretty certain that the call will have been recorded. Call ask to speak to someone in Customer Relations, ask directly if the call will still be avaialble for them to listen to. Ask what suggestions they have. I would then put in writing to them, either recorded delivery or email. keep a copy. go on from there. Bearing in mind the hotels are in the same group, what about asking the hotel company if you can transfer across. Good luck this must be really upsetting for you

Needinghelp

Spoke to credit card company they said if I do not have any paper work of me booking the Hotel they can not retract my payment.
Spoke to R- Travel and they are bouncing me around so much. Firstly said they have no proof I asked for the Be live la nina, I asked to speak to the supervisour and they terminated my call four times now. Eventually spoke to her and she said its not our department and has tried to spend me back to the department where I booked the holiday. I ask to speak to the guy I booked with who no longer works there. The manager is now taking on all his recent booking but he is away today and tommorrow!
If I wait two day it will be the last day before I go. (they are shut satardays and sunday)

I Feel they think if they delay me all the time I will just go on the holiday.

Please help?????

spiro

It appears they are both part of the BeLive group. Try contacting the hotel group directly http://www.belivehotels.com/hotel/EN/home.jsp explain the booking agent has booked you into the wrong hotel and ask them if they can transfer your booking.

Needinghelp

Spoke to icelolly who I booked with and they have agreed I asked for the Be Live La Nina. Which I have paid fully for, although the hotel was fully booked. They have transfered me to their sister hotel which is no use to me. They have now offered me two options to either stay where I am (which I do not want to do) or go to another hotel they supply. This is what I wanted, the hotels they have offered me are only two star resorts not the four I have paid for and they want an extra £156!

What to do??

bagand96

Needinghelp wrote: »

Spoke to icelolly who I booked with and they have agreed I asked for the Be Live La Nina. Which I have paid fully for, although the hotel was fully booked. They have transfered me to their sister hotel which is no use to me. They have now offered me two options to either stay where I am (which I do not want to do) or go to another hotel they supply. This is what I wanted, the hotels they have offered me are only two star resorts not the four I have paid for and they want an extra £156!

What to do??

Sounds like they are admitting you asked for one hotel and got booked into another. I would get back on to them and say that the alternatives are not acceptable to you and see if you can come to a more suitable compromise.

Have you looked to see if the Be Live La Nina is available through any other operators on the internet? Or if any other hotels in that area are available and how much they cost? Just thinking you could ask icelolly for a full refund and book the accomodation elswhere?

Also, you could get back on to your credit card company. Tell them icelolly are now admitting they booked you into the wrong hotel but are not coming up with an acceptable solution. The trouble with this is your departure date is rapidly approaching and not sure what the CC could do in the time frame.

spiro

If you try the Be Live website it says there are no vacancies until 7th March.

littlereddevil

They are obliged to give you a refund so take it then search like mad on the internet for a hotel yu like!