Hotel Booking Cancelled On Arrival After Paying Operator

karlp

Hey guys,

Just needing some assistance, my parents booked an holiday with GO ON HOLIDAY COMPANY LTD on the 9th July for flights, hotel and transfers etc. Upon arriving in Fuerteventura at the Calletta Gardens, they were told the booking was cancelled the same day it was made by the operator??!!
Hence it was late Saturday so they could not get in touch with Go On Holiday Ltd so they had to pay and check into another hotel.
Upon speaking to the holiday company they have said the hotel booking is still live but the actual Hotel has said they have no further booking except the cancelled one. My parents are awaiting the manager of the hotel to call the holiday company, Im just wondering what recourse my parents now have, after to having to fork out for another hotel after already paid and booked another one?

Voyager2002

karlp wrote: »

Hey guys,

Just needing some assistance, my parents booked an holiday with GO ON HOLIDAY COMPANY LTD on the 9th July for flights, hotel and transfers etc. Upon arriving in Fuerteventura at the Calletta Gardens, they were told the booking was cancelled the same day it was made by the operator??!!
Hence it was late Saturday so they could not get in touch with Go On Holiday Ltd so they had to pay and check into another hotel.
Upon speaking to the holiday company they have said the hotel booking is still live but the actual Hotel has said they have no further booking except the cancelled one. My parents are awaiting the manager of the hotel to call the holiday company, Im just wondering what recourse my parents now have, after to having to fork out for another hotel after already paid and booked another one?

They need to enjoy their holiday; keep all receipts for their new hotel (and other expenses like the taxi to get there); and get something in writing from the booked hotel to confirm that the accommodation for which they had paid was not provided. These expenses can be recovered from the company that took their money and so entered into a contract to provide a hotel.

karlp

Thanks I'll tell them

zaksmum

They can sort it all out when they get home as long as they get everything in writing and keep all paperwork.

karlp

Just a quick update:
They hotel have sent email confirmation that they will refund my parents as it they have admitted it is there fault with the mix up on the booking. The refund will come from the holiday company though, should they get confirmation from the holiday company that refund is coming from them not direct from the hotel??

Voyager2002

karlp wrote: »

Just a quick update:
They hotel have sent email confirmation that they will refund my parents as it they have admitted it is there fault with the mix up on the booking. The refund will come from the holiday company though, should they get confirmation from the holiday company that refund is coming from them not direct from the hotel??

No, they should not accept this.

The actual cost of arranging a hotel at short notice and getting there by taxi (not to mention the financial value of the stress, inconvenience and wasted time) will be greater than the amount they paid, so a simple refund will not cover all these costs. The email confirmation provides evidence of fault, but they must NOT accept a simple refund to settle the matter.

Has the holiday company admitted liability?

jackdunsworth

It sounds like the holiday company has admitted fault, so in reality they should be providing a similar service rather than a refund. Because of this I would continue my holiday as normal, but just pay for everything myself and keep the receipts. When you get back it would just be a case of summing up the total amount and getting them to give you the money for it.

They cant expect you to replace the holiday (which was booked a month prior) at the same price.