HOTEL RIP-OFF ... What are my rights?

AMYLOU

hi,
i recently booked three nights in an apartment in brighton (to stay in while moving), i booked online with my mastercard.
we booked a one room apartment and paid extra for a travel cot for our 10 month old baby.
check in was 3.00 but we didn't get there until around 9ish, once in the apartment it was dirty, very small and the travel cot suppiled would not fit in the room with the double bed (no room anywhere around the double bed) so we would have had to put our baby to sleep in the hall. my partner and i couldn't do this so left. there was no-one available to speak to that evening.

i emailed the company (Ei8ht apartments) the same evening to say why we were unhappy, the reason we have checked out (the main reason was the lack of room for travel cot), and got a reply the next day saying he would check room, have we checked out (yes), got another reply same day saying room was fine, implying we had slept there and no we couldn't have any refund but would try to let the room again and let us know.

this was on the 22nd of june, i have tried to contact them again but get no response, please help.
what rights do i have, what can i do to try and get some money back?
thanks
Amy

unholyangel

Did you take photos? Has all your correspondence with them been in writing?

Did the amount of the stay come to more than £100?

AMYLOU

no didn't take any photos, all correspondence has been via email, total cost for three nights was 302.00 which i used my credit card for. what can i do?

hollydays

Where were they advertised?Did you tell them you needed a travel cot before u booked it.Did you specify it had to be in the same room?Did you see pictures of the room first?

maninthestreet

So which apartment did you have? :

http://www.ei8htbrighton.co.uk/self_catering_brighton_apartments.html

AMYLOU

Hi, we booked a beach pad 1, sleeps 4 so when booking and paying the extra for the travel cot and looking at the photos it looked like there was room for the travel cot to be in the same room, also it would have been nice to have been informed the bedroom was too small for the travel cot and maybe we could have got a bigger room?
i have email them again and still no response.
where do i stand on a refund?
thanks

hollydays

hollydays wrote: »

Where were they advertised?Did you tell them you needed a travel cot before u booked it.Did you specify it had to be in the same room?Did you see pictures of the room first?

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iamana1ias

AMYLOU wrote: »

we booked a one room apartment and paid extra for a travel cot for our 10 month old baby.
check in was 3.00 but we didn't get there until around 9ish, once in the apartment it was dirty, very small and the travel cot suppiled would not fit in the room with the double bed (no room anywhere around the double bed) so we would have had to put our baby to sleep in the hall. my partner and i couldn't do this so left. there was no-one available to speak to that evening.

Why not? It can't have been more than a few feet from the bed!

AMYLOU wrote:

Hi, we booked a beach pad 1, sleeps 4 so when booking and paying the extra for the travel cot and looking at the photos it looked like there was room for the travel cot to be in the same room,

The photos only show the bed (and actually, not all of that), and no-where does it say the travel cot would fit in the bedroom or otherwise. Looks like you assumed something to me which isn't the owner's fault.

AMYLOU wrote:

also it would have been nice to have been informed the bedroom was too small for the travel cot and maybe we could have got a bigger room?

Presumably you couldn't see the TV from the shower and the kettle cord wouldn't reach into the bedroom, but did you really need them to tell you that?

I still don't see why your child couldn't have slept in the travel cot in the lounge or hall for 3 nights. Aren't most kids in their own room by then anyway?

AMYLOU

Hi Hollydays,
i found them on google, and saw pictures of the beach pad 1 apartment online via there website, it is hard to see but i assumed the room would be big enough for the cot. i booked the travel cot from them as an extra on the booking form but didn't think i would need to ask if it would fit in the room (i have stayed in alot of apartments and never had this problem before.).
thanks

iamana1ias

AMYLOU wrote: »

Hi Hollydays,
i found them on google, and saw pictures of the beach pad 1 apartment online via there website, it is hard to see but i assumed the room would be big enough for the cot. i booked the travel cot from them as an extra on the booking form but didn't think i would need to ask if it would fit in the room (i have stayed in alot of apartments and never had this problem before.).
thanks

Bingo.

If they didn't manage to re-let, I don't think you can get your money back.

hcb42

Shame you didnt state your main reason for complaint was cleanliness..!

If I were you, I would obtain name of General Manager, then write to him - politely - and state you were disappointed at the standards of cleanliness and the fact you had no one to speak about this with on the evening and could not be moved and you are looking for some form of recompense for the three nights you paid for in advance.

It cannot hurt, you might get a partial refund at least, or even a free stay.