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

shop-to-drop

It it really such a big deal it doesn't have a bathroom attached? It's only for one night isn't it? I'd keep the booking chalk it up to experience and be more careful when booking next time.

surflou

OK, well thanks all - I really just wanted to know where we stood before confronting this woman - I may call and ask to speak to the actual manager... see does that help. I think it's more that she was horrible...

surflou

shop-to-drop wrote: »

It it really such a big deal it doesn't have a bathroom attached? It's only for one night isn't it? I'd keep the booking chalk it up to experience and be more careful when booking next time.

It is a big deal yes but it's a personal matter... I can't discuss it on here... otherwise I would be of the same opinion.

wealdroam

visidigi wrote: »

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.

But their T&Cs also say:

Terms & conditions
On booking you will be asked for a non-refundable deposit equivalent to the first nights stay, the balance is due on arrival.
Our cancellation policy is three days prior to arrival, cancellations made within this timeframe are subject to a charge being the loss of the non-refundable deposit mentioned above.
Where bookings are made via an Agent please note that the agent may have asked for credit card details as a guarantee but will not have taken payment.

So it looks to me that the only cancellation charge should be the cost of the first night's stay.

Were you only planning to stay for one night OP, or longer?

visidigi

wealdroam wrote: »

But their T&Cs also say:

So it looks to me that the only cancellation charge should be the cost of the first night's stay.

Were you only planning to stay for one night OP, or longer?

The booking was made on booking.com, not the hotel's site. So its bound by the terms of booking.com, which on the booking screen, under their terms of booking state

If canceled up to 3 days before date of arrival, no fee will be charged. If canceled later or in case of no-show, the total price of the reservation will be charged.
Prepayment: No deposit will be charged.

surflou

We were only staying one night.

So where do I stand then?

visidigi

surflou wrote: »

We were only staying one night.

So where do I stand then?

booking.com terms are:

If canceled up to 3 days before date of arrival, no fee will be charged. If canceled later or in case of no-show, the total price of the reservation will be charged.

So unfortunately you have no entitlement to a refund and will be charged, even if you don't turn up.

Officially your booking is with booking.com and therefore the hotel doesn't even need to deal with your request for cancellation if you did call them direct (or if they were rude or not...)

somethingcorporate

According to the T&Cs it appears you lose the money.

surflou

OK, thanks guys!

aileth

Although the T&Cs state you are eligible for no refund, it's a bit harsh the stance they've taken. I used to work for a holiday booking company and our T&Cs had something similar, but what we would do is put the customer on hold, call the hotel and advise the client was looking at cancelling and was wondering whether they would charge us for the room.

If the hotel said they were charging, we would advise the customer of this, that we couldn't cancel for them and that we were sorry. If the hotel stated they would not charge, we would take the name of the contact at the hotel, advise the client and cancel either no charge, or 30% if it was same day up to 48 hours before to cover ourselves for admin/staffing.

They are fully in their rights to refuse, but I must say it's rather rigid and not particularly friendly customer service, especially as you rang to cancel so soon after booking.