UK Hotel/Hostel Regulator

wrestlingpro

Hi

Just looking for some advice, I recently made a group booking at a hostel using hostelbookers.com however when my group turned up we did not get the rooms we had booked. I was just wondering if anyone knew of a regulator we can complain to as we paid for a product/service we didn't get, I thought it would be the office of fair trading but it looks like this has disbanded? I have tried to resolve this with the company however to no avail.

Thanks xx

browneyedbazzi

This may be a one-off civil consumer issue and not a matter for a regulatory authority. You can contact the Citizen's Advice Consumer Service to tell them what happened and to get advice about if you may be able to get some of your money back. If the business involved has a habit of doing this sort of thing which may make it a criminal matter CitACS will refer it to the correct trading standards authority.

Contact details for CitACS:
http://www.adviceguide.org.uk/england/consumer_e/consumer_protection_for_the_consumer_e/consumer_citizens_advice_consumer_service_e/if_you_need_more_help.htm

keyser666

Have you complained to hostelbookers? I actually know the owner and cannot see her not doing anything about it, suggest you contact them and I will point her in this direction

InsideInsurance

It is not a regulated industry, as the majority of business isnt, and so it'll fall under the general eye of the likes of trading standards or the advertising standards authority. These bodies tend to look at systemic issues with companies more than one off occurrences.

Did you get any rooms? Was their a price difference in the rooms you got and if they were cheaper did you get a refund? Do the terms and conditions cover overselling? Most hotels etc have clauses that effectively dont guarantee you the room that you request and give them the right of substitution