prime location lets not fulfilled my reservation

robin-sr

Hello

I’m after some advice regarding a reservation I made with primelocationlets.co.uk which they haven't fulfilled due to a error in their booking system at the time. I made a reservation for August for 3 nights for a 3 bedroom apartment.

I decided to book for August well in advance in March, we have a community event every year nearby Milton Keynes where we booked.

I decided this would be a perfect time for me to introduce my partner to my family, it also lands on my Birthday and it would mean a lot as my father is terminally ill. It would also be good for everyone to get to know each other and have a short break.

So today I decided to just check if everything was OK with the reservation as the dates are coming up so i contacted them. Eventually through a chain of emails they stated that the apartments not been booked! even though they gave me a booking confirmation and took payment in March. They said the error was due to their booking system at the time. I complained and said this is a breach of contract and false advertising considering payment was taken and confirmation was received. They said this is not the case.

I further disputed and explained my situation and they offered a 2 bedroom apartment, but this is not a sufficient alternative considering the amount of people.

I asked for 2x 2 bedroom apartment close to each other. They said this is not available even though booking.com states something different. (I have a feeling that the availability may be there but they don't won't to offer this as they will loose revenue)

Other then a refund they can’t offer me an suitable alternative. They told me ‘we are giving you an refund please go make alternative arrangements’

This leaves me frustrated and sad as I had no idea or warning until i checked up on my reservation that this had happened. As I only found out today this leave me little time to find an alternative solution.

I was wondering if anyone can give me any advice and what rights i have in this situation. This would be greatly appreciated

maninthestreet

They've offered you a (full?) refund - what more do you want? Have you incurred any other costs as a result of this failed booking?

pinkshoes

I believe (from a previous post similar to this very recently) the OP is entitled to what they paid for, and the people they booked through need to provide this, or pay the extra that it will now cost the OP to book.

bod1467

OP should make other arrangements, taking care to mitigate any additional costs where possible. If these end up costing more then OP should pursue the original booking company for the "loss" OP has suffered due to their breach of contract.

OP may need to instigate small claims court action to make the booking company stump up. The first shot across the bows now is to write (a real letter) a Letter Before Action:

* stating the facts of their breach
* stating what resolution is required (1 x 3-bed apartment as booked, or 2 x 2-bed apartments)
* stating that failure to provide either of the required resolutions will lead to alternative arrangements being made and the company being pursued for the additional costs involved. (Define these costs by looking at alternative accommodations now).

robin-sr

maninthestreet wrote: »

They've offered you a (full?) refund - what more do you want? Have you incurred any other costs as a result of this failed booking?

@maninthestreet The problem is not about getting a full refund or any compensation for their mistake at the moment.

It puts all our plans in jeopardy as the event is on the specific data, the timings are perfect to create these memories and now it's looking difficult to find a place to stay at that time as it's only 2 months away. The alternatives further out and also look very expensive. I wouldn't be so stressed if my father wasn't ill as there would of been possibly another chance in the future but sadly this may not be possible due to his health circumstances so this is why a refund is not really good enough.

@bod1467 thanks for your advice i will take this in to account

At the moment my sister and I are looking in to alternative places

Robin

arcon5

Bods advice is spot on. Before doing so though make them aware you will pursue them for any difference in price and to again confirm they are unable to fulfil their side of the contract.

bod1467

Bear in mind that additional costs would also include extra travel costs you would incur by having to stay somewhere further away than was originally booked. So if you could, say, get a £5 taxi to the location from the original accommodation, but it would cost £10 per trip from the new location, then you would add £5 per trip to your claim.

LilElvis

There are several companies offering serviced apartments in the centre of MK, so hopefully you will find space in one of them. There are also several chain hotels which generally have good availability - the Hilton is pretty quiet, in a residential area but with chain restaurants half a mile away. The Doubletree is a 2 minute drive from the theatre district and with chain restaurants adjacent, but is part of the football stadium so you would probably not want to book this until the fixture list is announced next week. I would be amazed if you couldn't find accommodation in MK as there are so many apartments and hotels to choose from.

robin-sr

Hello All

Thanks for your replies. Prime location lets has stopped responding even after I stated they had 1 bedroom apartment and a 2 bedroom apartment available which would be closest alternative solution but it appears they wasn't interested in doing this. But they have stopped responding.

There's a few single bed apartments and hotel rooms available but we needed something bigger for the family to stay together. Luckily I managed to find a double room apartment but this means i'll have to compromise my plans.