Groupon hotel voucher - having problems, need advice

MrsWassire

Hi everyone

Hope this is the best forum.

I bought a Groupon voucher in July last year, for a 2 night stay at Polmaily House Hotel by Loch Ness. I tried to book for September but they were fully booked they said so I ended up booking for the weekend of 2/3 March.

They said they needed a copy of the voucher to confirm the reservation, so I emailed it over.

In the meantime I Googled the hotel and found some shocking reviews on Tripadvisor, saying it was *nothing* like the pictures on the website (pictures show a pool, mention an indoor children's play room, etc - apparently none of that exists). There were also lots of reviews from Groupon/other similar sites customers saying they had confirmed bookings, then turned up and been told there was no room reserved for them.

So I thought I better make sure our room is still booked for next week. I looked up TripAdvisor again and apparently the hotel is closed until March. So I called them and they've changed names, they were bought by someone else early this year. I said I wanted to confirm my room and she took all my details then said she would "pass it on to someone in Reservations" who would call me back. That was this morning, I didn't get a call back today anyway. I had emailed them last week - also with no response.

So I logged into my Groupon account to get the info so I could email them and the voucher says it has been used? I have stayed at hotels before and it has never said 'used' until after I actually stayed. Has the hotel pulled a fast one and 'redeemed' it before I even stayed? I remember a vendor once telling me they didn't get paid for the vouchers unless they actually redeemed them, so if that's true, then it seems they may have. Basically I'm worried that I'm never going to hear back from the hotel, Groupon has had my £89 since July, it's not over £100 to get the credit card involved (and anyway, that account is closed now), am I completely screwed? This was my birthday treat. We had accepted that the accomodation wouldn't be 5* but it was just going to be a base to explore the area, and when I booked it I was given every reassurance....

What do I do now?

hcb42

Complain to group on. Insist on money back - you are right venues only get paid after the stay once voucher redeemed.

System

if you sent the voucher over the venue would redeem it with groupon before you stayed. This is why it says used. This often happens with restaurants when you book and give the security code over the phone. They redeem with groupon straight away.

hcb42

They shouldn't. It could be cancelled by the customer or moved dates etc.

Just processed about 600 and every single one was redeemed the day after service received, as per groupon processes.

System

hcb42 wrote: »

They shouldn't. It could be cancelled by the customer or moved dates etc.

Just processed about 600 and every single one was redeemed the day after service received, as per groupon processes.

maybe that's how they are meant to do it but in the op's example they sent the voucher over beforehand and it says "used" on the groupon website so it seems like it has been redeemed. I've had several restaurant ones that have done the same thing before I visited. If it says used on groupon, its been redeemed as how else would they know?

MrsWassire

I've used tonnes of restaurant vouchers and several hotel vouchers and never had them 'used' before I actually used them.

System

MrsWassire wrote: »

I've used tonnes of restaurant vouchers and several hotel vouchers and never had them 'used' before I actually used them.

they can only mark them "used" if you send the voucher first or give the code when you book. Not everyone does it, its happened to me 3 times out of around 20 deals.

MrsWassire

It's not a problem as long as the hotel actually comes through, given the situation I'm just worried about getting no reply from them and Groupon saying I must have used it... Never had a problem with Groupon until this deal!

hcb42

I did say "shouldn't...."

paddedjohn

Sounds like the old owners cashed in what they could before they sold the place, could be difficult getting any satisfaction im afraid.

MrsWassire

Groupon replied and said to let them know if the hotel hasn't confirmed within 5 days and they will take it up further "as a matter of urgency". Fingers crossed... called the hotel again today and they said it's closed for refurbishment and is opening "early March" - I asked if it was opening early enough to be before the 2nd and couldn't get an answer, was just told again they would be back in touch soon.