Premier Inn "No Show" - but I cancelled!

DeeGee75

Could someone please advise on this?

I booked a fully flexible Premier Inn room for four nights, then changed it to Wed and Sat, then cancelled both, online, about a month before the booking.

Never received an e-mail confirming cancellation so after a few days tried to cancel online again so I could have the paperwork up to date. Wouldn't let me cancel again as the website couldn't find the booking.

So I stupidly assumed it was cancelled. Especially when I didn't get a text message reminding me about the booking.

Get home to find an invoice from the PI for a no-show for Weds night for £70. Phoned the hotel to complain. My details taken and "Passed to the appropriate department". Told they'd phone me yesterday pm. They didn't. So I've e-mailed them, but I don't have an awful lot of faith in their system to get the e-mail to the appropriate department.

Of course, I've received neither an e-mail acknowledging receipt of my e-mail, nor a reply, and I can't find an e-mail address so have to send messages through their system - hence no copy available.

Do I just chalk it down to experience, or is there any point in my pursuing a refund?

maninthestreet

Don't pay the £70 - or do they have your debit / CC details ???

Handsome90

Try doing a chargeback if the hotel doesn't cooperate.

cockaleekee

Handsome90 wrote: »

Try doing a chargeback if the hotel doesn't cooperate.

The bank will not help without proof of the cancellation.

DeeGee75

Yeah, that's my problem. No proof. My word against theirs.

System

They tend to be quite good at refunding at the premier inn. If they will refund when you don't get a good nights sleep then I'm sure they'll refund for this.

If you couldn't find it online there will be a record on the system of it somewhere

DeeGee75

I tweeted them and got a physical e-mail address to send my claim to, so at least now I can keep my own audit trail.

Spankey

cockaleekee wrote: »

The bank will not help without proof of the cancellation.

My bank refunded my credit card 8 months of unauthorised charges even though i had no proof as the company i was claiming from never replied to my refund requests. I just emailed the bank copies of my ignored sent emails.

DeeGee75

E-mail back. Need the cancellation reference number. I'm most unlikely to find that! I should print these things out, shouldn't I? I have no printer attached to my laptop.

I'd say it's a lost cause.

System

DeeGee75 wrote: »

E-mail back. Need the cancellation reference number. I'm most unlikely to find that! I should print these things out, shouldn't I? I have no printer attached to my laptop.

I'd say it's a lost cause.

Don't give up! If they gave you a cancellation reference number they should be able to find it on their system via your postcode.

Last resort you should go for is the standard email about how you will never use them again as their systems are useless and they accuse their customers of being liars. Things like that usually lead to a refund!

giraffe69

E-mail back. Need the cancellation reference number. I'm most unlikely to find that! I should print these things out, shouldn't I? I have no printer attached to my laptop.

If you received or sent an email won't it be in your email file somewhere (sent, bin, store etc)?