Charged for a cancelled hotel room

DON79

Think I have found the one you mean on trip advisor, it has good reviews so I am sure it would be damaging to them to have a bad review posted as long as it is factual etc.... But like hcb says - pull that out of the hat after you have gone through their complaints process as far as you can go and if it is not resolved fully to your satisfaction. That way, they can't claim they have tried to be reasonable and resolve your complaint.

koloko

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k3lvc

Did you book the hotel direct with them or via another site ?

In terms of cancellation always, always, always put it in writing.

As for getting your money back then without the confirmation you'll be lucky - the only final thing I'd check is you phone bill to prove you called them on x date - it doesn't prove you cancelled but proves you had communication with them and they can maybe check further.

IMHO you haven't a leg to stand on - particularly on a busy Saturday night and when your friends have given away your story. It's your right to give a review on TripAdvisor but given that the majority of the reviews mention the friendliness of the owners then if I were a reader I'd be inclined to take a single bad review as sour grapes.

koloko

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hcb42

For what it's worth, if it were my hotel, I would have taken the OP at their word..

POPPYOSCAR

koloko wrote: »

I cancelled by phone 3 hours after booking online. I was told verbally there was no problem. I received no confirmation email, no booking email and no cancellation email.

I have emailed them today asking for a refund. Here is their reply:

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Good Morning Mr Koloko

On Tue 8th March we received an online booking from yourself through Guestlink. As with all our online bookings we would have called you to confirm the booking before the booking was processed at no time was it mentioned that you had cancelled the booking. Should you have done so you would have received an email confirming your cancellation. Please forward this to us and we will be happy to refund your money

We did speak to your friends the following morning and they informed us you didn’t book in with us at the time you specified as you were infact late for the wedding and after the wedding you chose to drive home instead of staying over, they also stated that this was typical of you and they were not surprised
Should you have answered our phone calls we would have been able to relet the room as we were turning people away all day

Please find attached a copy of your booking form

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This is the first I've seen of their booking form. I find the whole reply remarkable.

As a footnote, these friends are ex-friends, so will not have had kind words to say to the reception about me. Regardless, to attempt to typify my character as a justification for taking money from me is extraordinary.

Do I now threaten legal action?

What a disgraceful letter to send to out from a business.

Can you not get a print out showing the date and time of the call you made to them?

hcb42

Good thinking there.

Most decent hoteliers though would have accepted the OP at their word - their opening post convinced me, and it is entirely feasible the system went down.