Cancelled Hotel Room 1 Hour After Booking And Charged Full Price - Is That Right?

surflou

Hey all

Ok, so my partner has just called me in tears after speaking with a booking manager at a hotel in Worcs.

She had booked the hotel online through Booking.com and after realising it wasn't what we needed, cancelled it less than an hour later.

The people at Booking.com were very nice to her but couldn't do the cancellation, so she went straight to the hotel where she was told very rudely by this woman, that she still had to pay the full amount, despite the fact that we aren't going until Sunday and she cancelled it almost immediately after booking it.

I've told her to call our credit card company and ask them to not authorise the transactions, the hotel T&C states that there must be 3 days notice for cancellations, given that my partner booked the room at 11.30am on Thursday and we won't arrive at the hotel until 2pm on Sunday, surely that's adequate time for cancellation?

I plan on ringing this woman myself after work but I would like to know my rights here. Can anyone help me at all?

Thanks! :T

wealdroam

So who's made the mistake here?

visidigi

what are the terms of the room you booked?

If its non changable and non refundable then you are wasting your time.

The CC company wont entertain your request for non authorisation...

surflou

It says nothing about being non refundable or non changable on the hotel website or on Booking.coms website...

halibut2209

It doesn't matter if it doesn't say its non-refundable.

What's important is whether it says it IS refundable

surflou

wealdroam wrote: »

So who's made the mistake here?

Technically my other half, as she didn't read the site to realise there were no bathrooms in the rooms, then cancelled it immediately. But still, 20-30 mins after booking it, and 3 days ahead of time as per their own T&C shouldn't be a problem surely?

Its the Hop Pole in Bromyard if you need to read the T&C and make sure I'm, not missing anything...

UPDATE - the CC company have said they will freeze the amount.

surflou

halibut2209 wrote: »

It doesn't matter if it doesn't say its non-refundable.

What's important is whether it says it IS refundable

Surely we need to pay for it for it to be refundable? It's payable on arrival.

ILW

surflou wrote: »

Surely we need to pay for it for it to be refundable? It's payable on arrival.

The hotel have your card details. They will probably take a cancellation fee which is the same amount as your booking.

surflou

ILW wrote: »

The hotel have your card details. They will probably take a cancellation fee which is the same amount as your booking.

But the CC company said they will freeze it for us.

Hintza

surflou wrote: »

But the CC company said they will freeze it for us.

Then they can sue you for it.

But the CC will talk to the hotel and unfreeze it.

visidigi

The terms on the site say cancel up to 3 days prior to the date of arrival.

Its Thursday 15:22, Friday 15:22 is 1 day, Saturday 15:22 is 2 days and Sunday 15:22 is 3 days.

You are arriving on Sunday. Thats the third day, if your reservation was for Monday you would be okay.

As for the CC, they have an authorisation made for the amount, which the hotel is entitled to take.