Hotels4u booked wrong date for hotel - where do I stand?

lvm

Hi,

On 27th April I phoned Hotels4u to make a booking for 30th May (had to phone to use a voucher from previous complaint).

Booking confirmed and gave me reference number. Few hours later I hadn't received email confirmation so emailed asking for it. Didn't get it and left it at this. Will know better next time!

Arrived at hotel (abroad and late at night) and was told I was a no-show on the confirmed date of 30th April. Wouldn't be provided with a room unless I paid for full amount of about £340 (original booking was only about £190).

Phoned Hotels4u on return and they said I had to put it in an email. I did and 10 days later didn't have so much as an acknowledgement. So emailed again on 14th June to customer services, reservations, PR and CEO of Thomas Cook group. Asked for response in 7 days (by today). All I have is an email from a PA for CEO saying she'll respond when she hears from Hotels4u. That was on 14th June.

I have asked for my losses to be paid (£340) and to be compensated for their error.

I paid for original sum on a credit card although not sure I want to go down the s75 route as I want the £340 back, not just £190.

I also paid the hotel by credit card but realise its not their fault so guessing s75 wouldn't apply here.

Already called Hotels4u before sending second email and they won't tell me anything on phone...just told to email!

What should be my next steps? I have little faith I'll receive a response today.

Thanks!

ShaneUK

Do you have proof (screen print or anything at all) that you did indeed book for 30th May, and not 30th April?

Former_MSE_Andrea

Hi lvm

Hotels4u has asked us to post a reply on its behalf. MSE doesn't endorse anything a company says on the forum.

Hello lvm.
I’d like to start off by thanking you for taking the time to write about your recent experience with Hotels4u.com and I’m sorry to hear that you have not heard back from us. Obviously something has happened with regards to your booking and I’m keen to investigate what happened for you. I saw in your message that you’ve sent an email to our reservations team. Could you please send a copy of that to PR@hotels4u.com with your booking reference number in the email subject line which will help me to find your details.
Kind regards.
Adam.
PR Representative
Hotels4u

bod1467

lvm wrote: »

So emailed again on 14th June to customer services, reservations, PR and CEO of Thomas Cook group.

@H4U -- I'm assuming OP already had emailed you?

lvm

bod1467 wrote: »

@H4U -- I'm assuming OP already had emailed you?

Exactly!..

Former_MSE_Andrea

Hi, this is the last response we can post on Hotels4u behalf on this thread.


Hi bod1467, hello lvm.
Unfortunately we do not have an email from you in the PR@hotels4u.com inbox. This could be for a number of reasons including internet security measures or problems with external servers. I’m still keen to assist you and would personally encourage you to pop us an email to the address along with your booking reference number so that we can investigate.
Kind regards.
Adam.