We're aware that some users are experiencing technical issues which the team are working to resolve. See the Community Noticeboard for more info. Thank you for your patience.
📨 Have you signed up to the Forum's new Email Digest yet? Get a selection of trending threads sent straight to your inbox daily, weekly or monthly!

LateRooms.com - cancelled booking!

Options
Just have to vent about LateRooms!

My sister booked a room at a London hotel for a week in December through LateRooms, because they were about £5 cheaper than the next website. Order confirmation was received by email.

Three days later, she receives a second email from Laterooms saying that unfortunately there is no availability for that hotel on 9th February. They then listed 3 alternative hotels.

My sister then emailed Laterooms a few times asking about the date, and if it was a mistake. TEN DAYS later, she has now got an email saying that they meant to say 9th December, and that her entire booking was cancelled :eek: There is a brief apology and a list of five hotels she could re-book with (all via Laterooms). The delay has meant that the hotel is now unavailable for those dates on all other sites, and she will have to make alternative arrangements at much shorter notice and at much greater expense to her. There was no offer of compensation or a discount code.

Livid! :mad:

Comments

  • Slowhand
    Slowhand Posts: 1,073 Forumite
    Compensation/voucher for what? Why are you Livid! :mad: ?
  • paddyrg
    paddyrg Posts: 13,543 Forumite
    try trivago - they search across all the online room-shifters, I've had some great bargains through them which were say half-price on one site compared with the others - eg 4* at Tower Bridge on the Olympic opening night for £78 where most booking companies were still charging £128 for the same room.
  • System
    System Posts: 178,339 Community Admin
    10,000 Posts Photogenic Name Dropper
    She could have just phoned the hotel directly and asked if there was a reservation in her name. After the first email it seemed more than likely the room was cancelled.
    This is a system account and does not represent a real person. To contact the Forum Team email forumteam@moneysavingexpert.com
  • Slowhand wrote: »
    Compensation/voucher for what? Why are you Livid! :mad: ?

    The money was taken and then refunded. The delay means that prices for those dates at other hotels have gone up even further, so because of their mistake my sister is losing out. Incidentally, Laterooms is still showing that hotel as available and bookable for those dates on their website...
  • goater78 wrote: »
    She could have just phoned the hotel directly and asked if there was a reservation in her name. After the first email it seemed more than likely the room was cancelled.

    True; it's probably what I would have done. She lives abroad though and the call would have been fairly costly, though in hindsight (a wonderful thing) it would have been cheaper for her to do that.
  • geoffky
    geoffky Posts: 6,835 Forumite
    Happened to us on our anniversary..Hotel phoned and said late rooms should not of allowed the booking....I just got on with it..no comps no threats to sue.
    It is nice to see the value of your house going up'' Why ?
    Unless you are planning to sell up and not live anywhere, I can;t see the advantage.
    If you are planning to upsize the new house will cost more.
    If you are planning to downsize your new house will cost more than it should
    If you are trying to buy your first house its almost impossible.
  • geoffky wrote: »
    Happened to us on our anniversary..Hotel phoned and said late rooms should not of allowed the booking....I just got on with it..no comps no threats to sue.

    No threats here, just a vent :) Neither me or my sister are planning to take it any further - it's just pretty frustrating and not great service.
  • Slowhand wrote: »
    Compensation/voucher for what?

    The financial loss they have suffered due to LateRooms actions.
    goater78 wrote: »
    She could have just phoned the hotel directly and asked if there was a reservation in her name. After the first email it seemed more than likely the room was cancelled.

    There's no guarantee that the hotel would be able to give accurate information on this. There was a thread earlier in the year where that was the case : https://forums.moneysavingexpert.com/discussion/4027701
  • System
    System Posts: 178,339 Community Admin
    10,000 Posts Photogenic Name Dropper
    The financial loss they have suffered due to LateRooms actions.



    There's no guarantee that the hotel would be able to give accurate information on this. There was a thread earlier in the year where that was the case : https://forums.moneysavingexpert.com/discussion/4027701

    A hotel will keep an accurate record of who has a reservation for what night. The booking agency may make a mistake but it would be surprising if a hotel couldn't tell you whether you had a reservation or not!

    That thread says the hotel said they didn't have a reservation. Unless I am missing something I don't see how that can be considered inaccurate.
    This is a system account and does not represent a real person. To contact the Forum Team email forumteam@moneysavingexpert.com
  • samutiana wrote: »
    The money was taken and then refunded. The delay means that prices for those dates at other hotels have gone up even further, so because of their mistake my sister is losing ocidentally, Laterooms is still showing that hotel as available and bookable for those dates on their website...

    The room may very well still be bookable for those dates. Automated systems are great but occasionally when there is an issue it can take a while to update. There is no manual override on some of these systems (believe it or not)

    Plus if the issue is at the hotels end and it is their system saying that room is still available (as laterooms simply display info directly from the hotels systems) then it is the hotel that need to fix this.

    People need to remember that laterooms is nothing really other than a site that displays multiple hotels' availabaility all on one site.
This discussion has been closed.
Meet your Ambassadors

🚀 Getting Started

Hi new member!

Our Getting Started Guide will help you get the most out of the Forum

Categories

  • All Categories
  • 350.8K Banking & Borrowing
  • 253K Reduce Debt & Boost Income
  • 453.5K Spending & Discounts
  • 243.8K Work, Benefits & Business
  • 598.6K Mortgages, Homes & Bills
  • 176.8K Life & Family
  • 257.1K Travel & Transport
  • 1.5M Hobbies & Leisure
  • 16.1K Discuss & Feedback
  • 37.6K Read-Only Boards

Is this how you want to be seen?

We see you are using a default avatar. It takes only a few seconds to pick a picture.