Mis-sold room Hotels.com

podshead

Hello,

I was told by hotels.com that a room could accommodate three beds so I booked it. I had the option to book other hotels or rooms at the time but didn’t due to hotels.com advice. Now the after emailing the hotel I booked directly I’ve discovered the room cannot accommodate. The prices for the alternative rooms or hotels have since rocketed. Do I have any legal rights? Can I get hotels.com to pay the difference etc.?

Thanks

Michael

P.S. anybody know of a somewhere that allows you to specify how many beds in a room rather than how many people?

wealdroam

podshead wrote: »

Hello,

I was told by hotels.com that a room could accommodate three beds so I booked it. I had the option to book other hotels or rooms at the time but didn’t due to hotels.com advice. Now the after emailing the hotel I booked directly I’ve discovered the room cannot accommodate. The prices for the alternative rooms or hotels have since rocketed. Do I have any legal rights? Can I get hotels.com to pay the difference etc.?

Thanks

Michael

P.S. anybody know of a somewhere that allows you to specify how many beds in a room rather than how many people?

Can you prove what you asked for?
Can you prove that you were told room could take three beds?

I'm not trying to be awkward, just pointing out that it might be difficult to establish just who said what.

"Can I get hotels.com to pay the difference etc.?"
Probably not.
To be honest, you may struggle to get them to refund what you have already paid.

Having said all that, have you asked hotels.com what they propose?

podshead

I took the name of the guy and a transcript of the online chat conversation so hopefully that will prove it?

I've emailed hotels.com twice, once for assistance and once raising it as a complaint but have not had a reply yet. I also spoke to someone on the phone and didn't much joy, he said to email a complaint, but to be honest I don't think he really saw what the problem was.

I can cancel the room, but then I'm left without anywhere to stay and facing the prospect of paying at least twice what it would have cost me if I had booked two rooms a few weeks ago. I'm also trying to finish a dissertation whilst work full time so I'm really annoyed they've put me in this position.

NoSatisfaction

We got to a hotel recently booked through Hotels.com and the receptionist gave us "one of those looks" as we approached reception and called the manager over.

We had specifically booked a 3 bed room - as there was an option on the site (wife, 17 year old daughter and myself). The search was also for 3 adults.

The manager said their rooms are 2 adults and a child to 12 years old and when we got to the room, the third bed was tiny.

The manager said that they had told Hotels.com but they had not passed the message on to us and the hotel was fully booked so they could not give us another room.

I called Hotels.com and they found an alternative hotel nearby that wasn't on their system that could accommodate us but we had to pay the new hotel directly. The refund from Hotels.com came through within 48 hours!

Cockups do happen and it is more how they are dealt, in our case they did good. Give them a call and a chance to sort it out.

hcb42

these websites are only ever fed from information from the hotel company themselves...

Personally, for more than two adults, (not that I ever plan on sharing a room with anyone other than hubby) I would ALWAYS book direct and avoid these problems as it is a nightmare for hoteliers sometimes displaying their inventory as they want it to be displayed.

NoSatisfaction

hcb42 wrote: »

these websites are only ever fed from information from the hotel company themselves...

Personally, for more than two adults, (not that I ever plan on sharing a room with anyone other than hubby) I would ALWAYS book direct and avoid these problems as it is a nightmare for hoteliers sometimes displaying their inventory as they want it to be displayed.

Good point about booking direct, just it was cheaper with Hotels.com, you live and learn!

The inventory thing is spot on. It was a group of hotels and I note another chain has much clearer details.

agrinnall

If the price on hotels.com is cheaper then what you could try is to look on the hotel's own website for their description of the room but not book it there - while they may still have made a mistake it's less likely than on someone else's website.