PayPal dispute with travelodge

Lauren23

Hi, I tried to book a room with the travelodge, paid via PayPal. I received an invoice from PayPal confirming payment to the travelodge for the specific reservation- the invoice has hotel location date and price paid. The travelodge never sent me a confirmation so having struggled to contact them, I now have had a web chat with their customer service and they said its not booked and I have to rebook at a more expensive rate and they will refund my PayPal transaction. Are they allowed to do this? I have paid for a room and have the details on the PayPal invoice but they said this doesn't matter they can't honour that rate now and my only option is refund even though it was their websites error?

arcon5

Their terms:

A contract is formed between you and Travelodge when we issue you with a confirmation number for your room and extras (if applicable) (Booking). No booking shall be binding on Travelodge until we issue you with a confirmation number.

lucy03

I'd rebook it at the more expensive rate, if that's convenient and viable, and then write to them with the evidence asking if they'd consider reimbursing you the difference. I don't believe you're legally entitled to that because the contract wasn't properly formed, but it seems a reasonable request to make.