Hotel Cancellation Charge

Dillence

Can anyone help with this query?
My husband booked a 3 hotel rooms for his family through late rooms for the following night. The next day his sister discovered she couldn't stay in the hotel so called the hotel to cancel (the policy was if you cancel before 2pm no charge). She was told everything was fine and there was no charge.

A couple of weeks later my husband had a charge put though on his credit card for the price of the room. The hotel state that they have no record of the call and unless we can tell them the exact time she rang they cannot refund us.

She rang on her work number and will see if they can find out tomorrow but I am not sure they can.

If we cannot find out, do we have any recourse, can I charge it back through my credit card?

Thanks

D

wealdroam

A rhetorical question, but if the hotel were expecting occupants for all three rooms, then why did they not query it when one room remained unoccupied when the other two rooms checked in.

I would be suggesting to the hotel that they should've raised the issue at that time, and the fact that they didn't just confirms that they were well aware that the booking for the third room had been cancelled.

Dillence

It's a good point, I checked in second and I am sure I said to them that one of the rooms had been cancelled but I don't remember them commenting - two rooms were booked with the same surname and this seemed to confuse them. Also there was a huge queue and not enough staff at reception.

zenmaster

http://www.laterooms.com/en/static/FAQ.mvc#14

Can I cancel or amend my booking?

Providing you make any cancellations or amendments in accordance with the hotel's policy you will not be charged a penny. The cancellation policy can be found on the hotel details page and on your booking confirmation. Cancellation policies for each hotel can vary so please ensure you check the details when booking. If you want to cancel or amend your booking you can either do it online via your MyLateRooms account or, if you don't have an account, via the MyBooking panel on our homepage. Alternatively you can call our customer service line on 0844 774 2004.

Perhaps you should have cancelled via LateRooms rather than the hotel direct?

I don't know how these things work. Maybe the hotel did not receive the booking details until after you cancelled.

cmthephoenix

Dillence wrote: »

She rang on her work number and will see if they can find out tomorrow but I am not sure they can.

If she works for a large company they will almost certainly have call logging records of her call that record the date and time.

Dillence

zenmaster wrote: »

Perhaps you should have cancelled via LateRooms rather than the hotel direct?

Yes, I think I possibly think she should have done, but they should have told her this, when she called the hotel direct.

cmthephoenix - I am now hoping that they will, although I am sure my SIL will not like asking for this information from her company.

ShaneUK

SIL needs to be careful asking for this information, depending on her work places policy on making personal phone calls from work.

Dillence

Just to let you know that the hotel have given us a full refund. My SIL found the time of the call and they discovered that they cancelled the booking of someone with the same surname! (I am sure that that didn't go down well)

Thanks for the advice everyone.

nearlyrich

Moral of the story always cancel online and keep a note of the confirmation ref, if you have to call make sure you get a name of the person and make a note of when you rang....