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Requesting Refund Of Hotel
xBuNn
Posts: 264 Forumite
I recently booked a hotel stay for 1 night in London via LateRooms for the Hotel Lily. I arrived at the hotel and the state of the rooms were unbearable! I checked out within 30mins asking for a refund at reception, however they said i had to email the duty manager which i did. I have included my email below;
I am writing to request a full refund after a recent visit to your Hotel Lily in London. After booking the hotel on laterooms a few days before a recent visit to London, we selected the Hotel Lily based upon the fact it was directly opposite Earls Court. In addition it stated the rooms were "All rooms and bathrooms have been refurbished and are comfortable and attractively furnished." After a long 260mile trip taking approx. 5hours we arrived at the hotel around 9pm. After check-in we took the bags to the room. The room was the most disgusting, vile hotel i have ever witnessed in my life. I have attached several pictures to show the poor quality of the room. There was mould all around the "recent refurbished bathroom". The windows wouldn't even close properly. The paint was coming away from the walls. I do not know how you can classify this hotel as "attractively furnished" as stated online. In addition, we had parked the car in a designated parking space in the car park to the rear of the hotel, only to be told that we could not park there as things could fall from the roof/windows and we had to find alternative parking arrangements in a nearby car-park (Ibis Hotel) which cost £20. We immediately checked-out the hotel within about 30minutes of arriving asking for a refund. The receptionist's weren't helpful at all, and stated that there was no manager available, and we could only email yourself at a later date. I could understand if we had stayed for the night, however we had asked to leave almost immediately due to the appalling state of the rooms.
I await your prompt response in regards to this dreadful experience, before taking any further action.
I have photographic evidence of the state of the room, including mould in the bath, around the shower head, paint peeling away from the walls and window sill. After several emails to the duty manager, who should take a spelling lesson and a grammar course in english, I eventually got in contact with the directors who issued the following statement;
Dear Mr Bunn
I have been requested by the Directors to respond to your complaint and confirm that they take great objection to the manner in which you have written your views.
The Directors will not be in a position to issue you with a refund as the contractual terms are plain; the rate is non refundable. Laterooms have been made aware of your complaint and they uphold this term. Laterooms charge the Hotel a commission when you book through their Company and they do not refund their commission to the Hotel.
With regard to the car parking issue; the car park provision is made on a “First Come First Served basis” and as such a space is not reserved in advance. The Directors apologize that you encountered this problem. There was only one space left and you were warned in advance of the possibility of damage to your vehicle whilst works were ongoing at the Hotel at that particular time. It was considerate for Management to warn you even though the possibility was minimal. As such; Management suggested an alternative car park close by.
The Directors are sorry that your experience was not positive but consider your review to be unreasonable and unfair particularly in light of the fact that you did not even stay at the Hotel Lily.
You are welcome to pursue legal action if you so wish but any legal action will be vigorously defended.
Thank you for your assistance in this matter.
Yours Sincerely
I am wanting to ask if i can pursue further action through CAB or Small Claims Court? I checked out the hotel immediately as it was not habitable. I asked for a refund within 30minutes of checking in, which alot of nationwide hotel chains offer. For example Hotel Ibis where i frequently stay offer a 45mins Satisfaction Guarantee policy, whereby if you're not happy within 45minutes of checking in, you can check out for a full refund.
I await some MSE advice
I am writing to request a full refund after a recent visit to your Hotel Lily in London. After booking the hotel on laterooms a few days before a recent visit to London, we selected the Hotel Lily based upon the fact it was directly opposite Earls Court. In addition it stated the rooms were "All rooms and bathrooms have been refurbished and are comfortable and attractively furnished." After a long 260mile trip taking approx. 5hours we arrived at the hotel around 9pm. After check-in we took the bags to the room. The room was the most disgusting, vile hotel i have ever witnessed in my life. I have attached several pictures to show the poor quality of the room. There was mould all around the "recent refurbished bathroom". The windows wouldn't even close properly. The paint was coming away from the walls. I do not know how you can classify this hotel as "attractively furnished" as stated online. In addition, we had parked the car in a designated parking space in the car park to the rear of the hotel, only to be told that we could not park there as things could fall from the roof/windows and we had to find alternative parking arrangements in a nearby car-park (Ibis Hotel) which cost £20. We immediately checked-out the hotel within about 30minutes of arriving asking for a refund. The receptionist's weren't helpful at all, and stated that there was no manager available, and we could only email yourself at a later date. I could understand if we had stayed for the night, however we had asked to leave almost immediately due to the appalling state of the rooms.
I await your prompt response in regards to this dreadful experience, before taking any further action.
I have photographic evidence of the state of the room, including mould in the bath, around the shower head, paint peeling away from the walls and window sill. After several emails to the duty manager, who should take a spelling lesson and a grammar course in english, I eventually got in contact with the directors who issued the following statement;
Dear Mr Bunn
I have been requested by the Directors to respond to your complaint and confirm that they take great objection to the manner in which you have written your views.
The Directors will not be in a position to issue you with a refund as the contractual terms are plain; the rate is non refundable. Laterooms have been made aware of your complaint and they uphold this term. Laterooms charge the Hotel a commission when you book through their Company and they do not refund their commission to the Hotel.
With regard to the car parking issue; the car park provision is made on a “First Come First Served basis” and as such a space is not reserved in advance. The Directors apologize that you encountered this problem. There was only one space left and you were warned in advance of the possibility of damage to your vehicle whilst works were ongoing at the Hotel at that particular time. It was considerate for Management to warn you even though the possibility was minimal. As such; Management suggested an alternative car park close by.
The Directors are sorry that your experience was not positive but consider your review to be unreasonable and unfair particularly in light of the fact that you did not even stay at the Hotel Lily.
You are welcome to pursue legal action if you so wish but any legal action will be vigorously defended.
Thank you for your assistance in this matter.
Yours Sincerely
I am wanting to ask if i can pursue further action through CAB or Small Claims Court? I checked out the hotel immediately as it was not habitable. I asked for a refund within 30minutes of checking in, which alot of nationwide hotel chains offer. For example Hotel Ibis where i frequently stay offer a 45mins Satisfaction Guarantee policy, whereby if you're not happy within 45minutes of checking in, you can check out for a full refund.
I await some MSE advice
Member #120 £2012 in 2012 - £297.74/£2012 14.79%
2012 Competition Wins [1]: Pair of flights to a European Destination
2012 Competition Wins [1]: Pair of flights to a European Destination
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Comments
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No advice regarding your refund, but for future hotel bookings, you'll find comprehensive reviews on the Trip Advisor site.
http://www.tripadvisor.com/Hotel_Review-g186338-d243390-Reviews-Hotel_Lily_London_Kensington_Earl_s_Court-London_England.html
The consensus seems to agree with you."If you think it's expensive to hire a professional to do the job, wait until you hire an amateur." -- Red Adair0 -
You went a bit OTT with the description of the room so i can see why you didnt get anywhere0
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We did read several reviews which seemed to be mixed reviews. Some saying it was an ideal overnight stay for location, others saying it wasn't. We weren't arriving at the hotel until after 9pm, and were due to be leaving at 9am, therefore we took the punt. However the state of the room was disgusting and i wouldn't wish anyone to stay in the hotel unless it was fully refurbished to a satisfactory level.Member #120 £2012 in 2012 - £297.74/£2012 14.79%
2012 Competition Wins [1]: Pair of flights to a European Destination0 -
I thought the bed bugs pictures on Trip Advisor said it all. I wouldn't have taken a punt, I'm afraid."If you think it's expensive to hire a professional to do the job, wait until you hire an amateur." -- Red Adair0
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FWIW the ibis a couple of doors along is perfectly decent, if a little dearer. I always stay there for Earls Court, if you're ever off to an expo/band.0
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FWIW the ibis a couple of doors along is perfectly decent, if a little dearer. I always stay there for Earls Court, if you're ever off to an expo/band.
Yes, we learnt that the hard way! It just bemuses me how the hotel can operate with the facilities they provide. The rooms aren't even clean, full of mould etc.Member #120 £2012 in 2012 - £297.74/£2012 14.79%
2012 Competition Wins [1]: Pair of flights to a European Destination0 -
Don't mess about any further, issue proceedings though the small claim court and let them travel to your home court to "vigorously defend""The whole problem with the world is that fools and fanatics are always so certain of themselves, but wiser people so full of doubts."
Bertrand Russell. British author, mathematician, & philosopher (1872 - 1970)0 -
Don't mess about any further, issue proceedings though the small claim court and let them travel to your home court to "vigorously defend"
Is there not a strong danger that the OP would lose? I'm not sure on the legal rules on this but is there a law that says if you prepay for a hotel room, get there, decide not to stay and leave then you can have your money back?
How much money are we talking here and is it worth the hassle?This is a system account and does not represent a real person. To contact the Forum Team email forumteam@moneysavingexpert.com0 -
If you book a hotel then choose not to stay, the hotel will charge for the room for 1 night. Check their terms and conditions, it will probably be mentioned there. It was your choice to leave and they wouldn't have been able to re let the room at such short notice. No chargeback rights through Visa if this happens. Legal action may work but is it worth it ?0
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Is there not a strong danger that the OP would lose? I'm not sure on the legal rules on this but is there a law that says if you prepay for a hotel room, get there, decide not to stay and leave then you can have your money back?
How much money are we talking here and is it worth the hassle?
I would be surprised if the hotel would consider it worth it to travel the 260 miles to the OPs home court to defend a Small Claims action.
Even if they did the OP says they have pictures that prove this hotel isn't meeting its obligations and didn't live up to the description.
This type of contract is one of the few were the OP can actually claim for "loss of enjoyment" too although the amounts involved are likely to be small."The whole problem with the world is that fools and fanatics are always so certain of themselves, but wiser people so full of doubts."
Bertrand Russell. British author, mathematician, & philosopher (1872 - 1970)0
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