radisson Blu

sukaber

I don't actually know if this is the right place to write this (it's my first time on the board). If I need re-directing I'd be most grateful if someone could tell me where to


I booked a room for two adults and a child with radisson Blu in Bristol for two nights through their website.

It quoted me £174. When we got there there was no spare bed for the child. Upon enquirey I was told that it would be an extra £25.00 a night. I couldnt actually afford the extra money as we were on a really tight budget, so spent the first night with a six year old between us, not much fun really when it was meant to be a nice holiday. So I asked for the bed for the second night.

When I went to pay I said I thought it was wrong, that nowhere on their site did they mention the extra money. I had also asked other friends online to try and book and see if ther3 was and they confirmed that there is no mention of it.

The woman said that she would take it up with her manager but that they weren't there right then ( we were leaving early). She told me that it dedfinitely stated the extra money on the laterooms.com website , which wasn't any good to me!!

When I got home, (Sunday), I wrote an email to the company, with no reply... I have written two since, and still get no response.


Is this normal practise and am I in my rights to get my money back and what do I do if so???

Thanks in advance for any help on this matter,.

malkie76

Radissons website states :-

RoomDescription wrote:

Features:
- Children under 6 stay free in parent's room in existing bedding;
- Extra bed is subject to availability at £25 per night
- please verify with hotel directly

Sorry, but it looks pretty clear to me.

sarahg1969

Hmm. If you book a room for two adults and a child through their site, surely you would expect a bed for your child?

What kind of hotel quotes you a price for a room for three people, and then tells you they all have to get in the same bed?!

Why would you even need to check if you have to pay for an extra bed?

The OP booked online stating there were three people and received a price for three people in a room. It's reasonable that she would therefore expect to receive space for three people.

Azari

It's a rather amateurish site.

It certainly make it appear at first glance as if they are quoting you a price for 2 adults and a child but you'll notice the weasel words: "Additional taxes and surcharges may apply". (Emphasis mine.)

In other words: "Here's the price to get you to book but we can actually charge you whatever we like because we've given ourselves an open ended 'surcharge' clause.

malkie76

Not really - it clearly states that a separate bed for your child is £25 a night. It's very clear during the booking process.

Azari

malkie76 wrote: »

Not really - it clearly states that a separate bed for your child is £25 a night. It's very clear during the booking process.

As I said, it's a very amateurish site.

I saw no such statement.

I did notice that there are various paths through the system to do the same thing (a very definite no-no for good system design) so it's possible that one route may have thrown this up.

malkie76

They all say they same thing, no matter what path you take :-

RoomDescription wrote:

Features:
- Children under 6 stay free in parent's room in existing bedding;
- Extra bed is subject to availability at £25 per night
- please verify with hotel directly

It's unavoidable to reach that room description, no matter how you attempt to book rooms. Its even there if you don't select children.

Can you talk us through what you clicked on to not be presented with the room description tab?

Azari

malkie76 wrote: »

They all say they same thing, no matter what path you take :-

Not when I did it. I was specifically looking for it.

I'd love to know how you can be sure you took all paths.

You seem to be oddly defensive about this site. Do you work for the company?

sukaber

No that isn 't true Malkie. I went to the site again today.. I booked on it. I didn't go to the 'description of the room'.. which is where you find that information, this is what I got....ETA sorry, it won't let me send the whole thing becasue Inm a new poster But it clearly staates two adults ansd a child....

Your booking.

Radisson Blu Hotel, Bristol

• Broad Quay
• BS1 4BY Bristol
• United Kingdom

Arrival: Fri 06 Apr 2012
Check in time: 15:00* Departure: Sun 08 Apr 2012
Check out time: 12:00* *local time

Total cost

Stay 2 Nights & Save 10%-Standard Room * 165.60 GBP Estimated fees 0.00 GBP Total Est. Cost
for 1 room 165.60 GBP * VAT included
Additional taxes and surcharges may apply.


I dont actually see that this is obvious at all.. I was asked upon booking how many people, asked the age of the child, given a quote for a standard room which I booked.. at no point did it flag up an extra £50.00 ... unless you actually go and read the description of the room that doesn't come up. It was last minute, I was in a big rush, i didn't look at the description of the room as I didn't feel there was a need.

sukaber

Maybe I'm being naive?? I dont' believe so though. I have never booked a room for three people, including a child, given a quote, booked and then been told upon arrival I had to pay more for the child. A room description to me isn't whether there is actually going to be a bed there for a child you have already booked for! I've never come across this on any other hotel site and |I REALLY think it needs to be sorted out,. I can't be the only person who books a 'standard room' without bothering to look at a description of a standard room surely.

sukaber

Azari wrote: »

It's a rather amateurish site.

It certainly make it appear at first glance as if they are quoting you a price for 2 adults and a child but you'll notice the weasel words: "Additional taxes and surcharges may apply". (Emphasis mine.)

In other words: "Here's the price to get you to book but we can actually charge you whatever we like because we've given ourselves an open ended 'surcharge' clause.

yes, thank you ... I assumed the 'surcharges' would be using the minibar, getting room service etc. I will remember in future. It's a shame, it's such a lovely hotel and it spoiled the whole thing for me. They only have to be up front with it all don't they. It seems every other hotel I have ever stayed in are. I have four chldren and have never been given a quote and booked and then asked to pay for another bed at a later date

They did finally get in touch at the third email (and after this thread ) and stated that it is obvious and they will not refund my money .

. Thanks for your help again though .