Thomson charges for moving hotel WHILST on holiday ON TOP of 100% canc. and new accom

w81

Hia,

Long story short, we honeymooned on a Thomson holiday to Mexico. Found that the hotel Riu Playacar didn't really match up to our expectations (our fault, would have been great any other time but were looking for more luxury). Two-days in approached rep who helped us move to the Riu Palace Mexico nearby - unsurprisingly we'd have to pay for new accommodation, and lose what already paid for the 2 weeks at the Playacar. But were also hit by a £400 cancellation charge on top (was told that Riu levied this). Given that we'd already paid for original hotel presumably and they weren't giving us a refund, they weren't losing extra money, and Thomson have been able to sell a new holiday, so charge seems unfair.

I know it's not MoneySaving'ly but we agreed to it at the time as we felt that we really had to do it in order to turn the honeymoon around, and there was little other option given. We're still pleased we moved as a whole.

Has anybody else had experience of asking for a hotel change (when Thomson not at fault) and receiving a cancellation charge on top of losing original payment?

I have the paperwork given to us detailing the charge. Rep sorted it out through an office presumably in Mexico so not sure if any UK legislation will apply (like fair contracts). We've drafted a letter and will be sending off to Thomson shortly, but looking to see if anybody here's got any advice.

The original cost was £2200ish, to move we'd have to pay £1300 on top. And then the 'cancellation charge' was an extra £400. We also went Premium and did excursions.

Thanks, Will:)

jillie1974

was the £400 for the time you did stay in the Riu Playacar?

w81

Hi Jillie, thanks for trying to work this one out.

No I don't think the £400 was for payment at time at the Riu Playacar. We did not receive any kind of credit or refund for any of the money spent initially on the holiday or unused days at Riu Playacar (that's money lost and in theory would have paid for our days there). I have a receipt that sets it out what was charges which I will try to upload later.

The explanation the Thomson rep gave us was that on top of having to pay for a new holiday, the Riu management applied a separate cancellation charge as the Riu Playacar is a 'contractual hotel', which meant that to leave that hotel early and move to any of the other Riu hotels we would have to pay this fee. Could have been a !!!! and bull story.

callum9999

will.moindrot wrote: »

Hi Jillie, thanks for trying to work this one out.

No I don't think the £400 was for payment at time at the Riu Playacar. We did not receive any kind of credit or refund for any of the money spent initially on the holiday or unused days at Riu Playacar (that's money lost and in theory would have paid for our days there). I have a receipt that sets it out what was charges which I will try to upload later.

The explanation the Thomson rep gave us was that on top of having to pay for a new holiday, the Riu management applied a separate cancellation charge as the Riu Playacar is a 'contractual hotel', which meant that to leave that hotel early and move to any of the other Riu hotels we would have to pay this fee. Could have been a !!!! and bull story.

Was that detailed in any of your paperwork? It does sound absolutely ridiculous - I've never heard of a hotel that charges you extra to not stay there before!

You could have surely just not cancelled the first hotel and thus had 2 hotel rooms for the whole trip - I don't see why the rep didn't say that and made you pay a cancellation fee on top?

bap98189

I think I understand what has gone on here.

You initially paid £2200 to stay in the Riu Playacar. Then you asked to move to the Riu Palace Mexico. The rep arranged this at an additional cost of £1300. Since it is a more expensive hotel it would surely cost more than the first one. So presumably they must have cancelled your original hotel booking and used the money to pay for part of the cost of the second hotel.

So now the first hotel is out of pocket as they are not getting paid for the rooms you had originally booked. As it was at short notice they would be unlikely to get anyone else to use those rooms, which is why they are trying to levy a cancellation charge.

Whether you are liable for it is another question? Who is saying you have to pay? If it is the hotel they are never going to chase a £400 debt from Mexico so I would forget about it. If it is Thompson then you need to talk to them direct and see if they will wave it.

photome

bap98189 wrote: »

I think I understand what has gone on here.

You initially paid £2200 to stay in the Riu Playacar. Then you asked to move to the Riu Palace Mexico. The rep arranged this at an additional cost of £1300. Since it is a more expensive hotel it would surely cost more than the first one. So presumably they must have cancelled your original hotel booking and used the money to pay for part of the cost of the second hotel.

So now the first hotel is out of pocket as they are not getting paid for the rooms you had originally booked. As it was at short notice they would be unlikely to get anyone else to use those rooms, which is why they are trying to levy a cancellation charge.

Whether you are liable for it is another question? Who is saying you have to pay? If it is the hotel they are never going to chase a £400 debt from Mexico so I would forget about it. If it is Thompson then you need to talk to them direct and see if they will wave it.

That makes sense to me except I read it as the OP has already payed the £400 so no chasing rqd