Pricing error on hotel booking

whitebutterfly

I also made 3 seperate bookings for a hotel in London through a third party. I then received a voicemail advising that there was a problem and therefore the full amount was not taken. I tried contacting them on the number they provided after I finished work but no answer. I then decided to email them to enquire what the problem was as I had checked with my bank and they full amount that the rooms were advertised for was debited from my account.

I also received confirmation of all three bookings.

I have now received an email stating that my booking has been cancelled.

I understand that the terms and conditions of the website state that: We reserve the right to alter any of our advertised accommodation prices. You will be advised of the current price of the accommodation that you wish to book before your contract is confirmed. Where a price shown is clearly incorrect we reserve the right to charge the correct rate. All prices shown are inclusive of VAT at the current rate.

However a contract has clearly been confirmed as the terms and conditions go on to later also state: When you have chosen your accommodation and you make a request to us to book it, you must either pay the full cost of the booking or supply your credit card to secure the booking and pay on departure from your accommodation. Your booking is confirmed and a contract between us exists when we issue our confirmation email.

Also, they have not returned the money back into my account yet.

So I'm not to sure where I stand with this.. Any advice?

blindman

whitebutterfly wrote: »

I also made 3 seperate bookings for a hotel in London through a third party. I then received a voicemail advising that there was a problem and therefore the full amount was not taken. I tried contacting them on the number they provided after I finished work but no answer. I then decided to email them to enquire what the problem was as I had checked with my bank and they full amount that the rooms were advertised for was debited from my account.

I also received confirmation of all three bookings.

I have now received an email stating that my booking has been cancelled.

I understand that the terms and conditions of the website state that: We reserve the right to alter any of our advertised accommodation prices. You will be advised of the current price of the accommodation that you wish to book before your contract is confirmed. Where a price shown is clearly incorrect we reserve the right to charge the correct rate. All prices shown are inclusive of VAT at the current rate.

To me that means if you see the price as £xxxx and the ring up to book and they say it's £XXXXXXXXXXXX then they have the right to do that.

However a contract has clearly been confirmed as the terms and conditions go on to later also state: When you have chosen your accommodation and you make a request to us to book it, you must either pay the full cost of the booking or supply your credit card to secure the booking and pay on departure from your accommodation. Your booking is confirmed and a contract between us exists when we issue our confirmation email.

Also, they have not returned the money back into my account yet.

So I'm not to sure where I stand with this.. Any advice?

You have a binding contract as they have sent a confirmation email AND taken the money so the booking at the price you paid should stand.

They are trying to play fast and loose-hoping you've not read their T&C's IMHO

Remind them of this when you contact them to say you want the booking as it stands

whitebutterfly

Thanks for that blindman

I email them to tell them that at no point was I told that I was making a part payment, and therefore I don't know why you're demanding extra payment.

They reply I received was:

We have no record of any emails coming in to us in regards to this, only this email and your response earlier.

The break advertised was at the rate of £xxx per room per night. Please see the terms and conditions below.

PRICES: We reserve the right to alter any of our advertised accommodation prices. You will be advised of the current price of the accommodation that you wish to book before your contract is confirmed. Where a price shown is clearly incorrect we reserve the right to charge the correct rate. All prices shown are inclusive of VAT at the current rate.

If you would like to rebook at the correct price please advise.


Is it worth pushing? I would much rather have the booking for the price I paid of course but if not would I, at the very least, be entitled to a refund?

blindman

whitebutterfly wrote: »

Thanks for that blindman

I email them to tell them that at no point was I told that I was making a part payment, and therefore I don't know why you're demanding extra payment.

They reply I received was:

We have no record of any emails coming in to us in regards to this, only this email and your response earlier.

The break advertised was at the rate of £xxx per room per night. Please see the terms and conditions below.

PRICES: We reserve the right to alter any of our advertised accommodation prices. You will be advised of the current price of the accommodation that you wish to book before your contract is confirmed. Where a price shown is clearly incorrect we reserve the right to charge the correct rate. All prices shown are inclusive of VAT at the current rate.

If you would like to rebook at the correct price please advise.


Is it worth pushing? I would much rather have the booking for the price I paid of course but if not would I, at the very least, be entitled to a refund?

What do they say to the other T&C's?

When you have chosen your accommodation and you make a request to us to book it, you must either pay the full cost of the booking or supply your credit card to secure the booking and pay on departure from your accommodation. Your booking is confirmed and a contract between us exists when we issue our confirmation email.

I thought you said the FULL price was taken from the CC? Either way they
seem to have missed this bit:

Your booking is confirmed and a contract between us exists when we issue our confirmation email.

whitebutterfly

I have just sent another email regarding the term when a contract is formed. I'll will keep you posted of their reply.

I made payment online with my debit card, and yes they took the exact amount that the rooms were advertised for. However they initially left me a message on my phone to say there had been a problem with payment and so they only took a part payment. I then emailed them to say that I had checked with my bank and the exact amount which was advertised at the time is what I have paid. Also, in the confirmation email it stated that the rooms were fully pre-paid except for any extra like room service. They are now claiming that they made an error and the nightly rate was incorrect. It should've been £109 more per room per night.

Hope that makes sense..

whitebutterfly

So I received an email today in regards to the other T&C'S. Here is what the had to say....


Good Morning,

Thank you for your correspondence below.

Once again I can only re-iterate our terms and conditions as below:

PRICES: We reserve the right to alter any of our advertised accommodation prices. You will be advised of the current price of the accommodation that you wish to book before your contract is confirmed. Where a price shown is clearly incorrect we reserve the right to charge the correct rate. All prices shown are inclusive of VAT at the current rate.

The rate was advertised at £xx per person or indeed £xx per room and the rate you purchased was "clearly incorrect." As stated above in our Terms and Conditions, which you agreed to on our website when placing your booking, the rate was clearly incorrect we reserve the right to charge the correct rate.

Unfortunately after leaving you two voicemails and receiving no response we were left no choice but to cancel your reservations.

Our offices are open from 8.30am - 7.00pm and unfortunately we did not receive your email questioning our voicemails.

Unfortunately as previously mentioned unless the rate of £xx is paid the breaks will remain cancelled.

Kind regards


Any thoughts??

cockaleekee

blindman wrote: »

Your booking is confirmed and a contract between us exists when we issue our confirmation email.

It is still possible to void a contract for obvious mistake.

dc49

thanks to all who replied I have been told that my original booking will be honoured since a binding contract was formed when a payment was made and a confirmation was sent to me.

blindman

whitebutterfly wrote: »

So I received an email today in regards to the other T&C'S. Here is what the had to say....


Good Morning,

Thank you for your correspondence below.

Once again I can only re-iterate our terms and conditions as below:

Well, only the bit that suits them:cool:

PRICES: We reserve the right to alter any of our advertised accommodation prices. You will be advised of the current price of the accommodation that you wish to book before your contract is confirmed. Where a price shown is clearly incorrect we reserve the right to charge the correct rate. All prices shown are inclusive of VAT at the current rate.

The rate was advertised at £xx per person or indeed £xx per room and the rate you purchased was "clearly incorrect." As stated above in our Terms and Conditions, which you agreed to on our website when placing your booking, the rate was clearly incorrect we reserve the right to charge the correct rate.

Unfortunately after leaving you two voicemails and receiving no response we were left no choice but to cancel your reservations.

Our offices are open from 8.30am - 7.00pm and unfortunately we did not receive your email questioning our voicemails.

Unfortunately as previously mentioned unless the rate of £xx is paid the breaks will remain cancelled.

Kind regards


Any thoughts??

You were not to know the prices were clearly incorrect-

Their T&C's they are quoting are true-They can change the price of the holiday :

BUT NOT AFTER you have paid because then
Your booking is confirmed and a contract between us exists when we issue our confirmation email.

Can you question them on that bit of the T&C's? as they seem to be forgetting that part ??

You have a binding contract

I see Dc49 was sucessful on this point.

luci

Ditto.

I also got a company to backtrack when I quoted similar wording in their T&Cs back to them.