eDreams hotels and TransHotel

budgetflyer

Surely the contract us with who ever the money was paid to

SW17

dizzy12 wrote: »

Hello,

I am in the same situation, i was due to stay at the same hotel as Bazza73. I emailed them asking what time we could check in, only to be told that the confirmation number is under transhotel and that it is cancelled. I booked through e dreams and was meant to be going saturday, not too sure what to do now, will i get any money back as from the emails and what i have read it doesn't look like i will. I did not take insurance out i was going to the day i found out but obviously this wouldnt be valid. The flights were booked through edreams with easy jet. Does anyone know what i should do? as they said if i cancel there may be a charge too. Any ideas or help would be appreciated. Thank you.

Might be a bit late with this advice, but would suggest as follows:

1. Call eDreams to move you to another hotel. Regardless of how it happened, this is known in the hotel business as a Bookout, they happen every day. They will almost certainly not yet have paid Transhotel for your booking, and should use another supplier to make the booking in this hotel or another one.

2. If they are unable to protect your booking (get it in writing if you can), you can book something else and try to get them to pay for it. Make sure it's roughly the same category/location so you appear reasonable in the claim, if it costs more. Either way, the minimum they should refund is what you paid eDreams for the hotel. Normally they would try to get their supplier to pay for any extra cost, in this case that won't happen.

eDreams are not known for great customer service, but they are part of a very big online travel agency group (Odigeo) which also owns Opodo in UK.

SW17

General point on this. Transhotel are still technically trading, they have entered a form of administration similar to US chapter 11, while they try to find a buyer for the business. However, it's not looking too promising. A lot of their suppliers will have cancelled future bookings (as in this case), to avoid increasing debt liability.

The administration didn't happen quite as early as the OP was told by the hotel, though they may have cancelled Transhotel's bookings before they entered administration. It certainly happened at least a week before the OP's stay date, and eDreams should really have known and contacted customers. In their defence, it is possible that Transhotel were trying to 'save' bookings with suppliers, and hadn't told eDreams the booking was cancelled. Difficult to say.