Refud on CC?

cinders13

not sure if this is the right place t post this or not. i booked two hotel rooms through late rooms and had to cancel but couldnt through laterooms as it wouldnt allow me so rather than be charged i rang the hotel directly ad cancelled the rooms. now the hotel have taken the money from my CC and denied my phone call ever happened. can i through my CC company try and get this money back? thanks in anticipation. :mad:

TheLastMinute

Were the hotel rooms booked on a non-refundable basis? Given that the OP couldn't cancel the booking, it would seem a reasonable assumption.

If it was non-refundable, then no, you can't get anything back as neither Laterooms nor the hotel have done anything wrong.

cinders13

no it was booked and if you cancelled 24 hours before you werent charged. i cancelled about 3 weeks before no it wasnt non-refundable.

redpete

If the hotel won't accept that you cancelled I'm not sure what additional evidence you would be able to show the CC company to convince them that they should refund you.

LadyV2508

I work in a hotel and it is normally the case that if a customer books through an agent (such as laterooms) then they must cancel the booking through the agent and not the hotel - this is because the agent charges the hotel commission on each booking made through them, so the reservation cannot be cancelled with the hotel directly.

Did the hotel give you a cancellation reference number?

The only option you would have would be to contact the reservations manager or general manager and ask them to look into it further. Its very difficult to prove that the phone call took place, however if you know the date and time that you called they may be able to speak to the staff who were on shift that day. Good luck

Wywth

cinders13 wrote: »

not sure if this is the right place t post this or not. i booked two hotel rooms through late rooms and had to cancel but couldnt through laterooms as it wouldnt allow me so rather than be charged i rang the hotel directly ad cancelled the rooms. now the hotel have taken the money from my CC and denied my phone call ever happened. can i through my CC company try and get this money back? thanks in anticipation. :mad:

cinders13 wrote: »

no it was booked and if you cancelled 24 hours before you werent charged. i cancelled about 3 weeks before no it wasnt non-refundable.

So why wouldn't laterooms allow you to cancel? :huh:

As LadyV2508 says, you normally need to cancel through whoever you originally booked through. Laterooms provide details of their cancellation policy in their confirmation email as well as on the hotel's room details page prior to you making a booking.

mancmum

Sorry about you laterooms experience. Its interesting as when I made a complaint ...about being moved to a different hotel to the one I had booked....laterooms told me that they were simply a booking agent and the contract was solely with the hotel. I am now debating whether a 20% refund covers us for being a different hotel.

Do you have phone records that proved that you phoned them?

lisyloo

Do you remember a date time that you phoned them? (your itemised phone bill might help).
You can ask for the recordings to be pulled (no guarantees there is one).
You can ask for a SAR (subject access request) under the data protection act. Max charge allowed is £10.

Why wouldn't late rooms let you cancel?
Did you get a name? any reference number? email?
I always get something.

It sounds to me as though you did make the call but it was the wrong process and rather than saying they made a mistake they are denying the call.

You can go through your CC but you will have exactly the same problems i.e. they will want proof. They will also expect you to purse the retailer first.