Am I in my rights?

fifitrixybell79

I made a booking to stay in a Camping pod in the UK with the company itself online, this was to stay for 3 nights.

I received an automated response on the date of booking on email stating that they will review my request and contact me shortly and that all bookings are provisional until confirmed in writing.


But payment was taken for the whole stay

Since that date I had not received that confirmation by way of any form of email, letter or telephone call neither.

I emailed them asking to confirm my booking and there was no reply. I phoned them and there was no answer (no opportunity to leave a message) phoned another number on their email and it was a pub on site that doesn't deal with bookings

The evening before going I sent a facebook message as was getting desperate to know if we had accommodation, no response


I sent a complaining email on the day we were supposed to arrive and organised alternate accommodation as didn't know what was happening and being on holiday didn't want to stress that on arrival we may have had no where to stay


After my complaint email I received a response (before check in time) which wasn't great and said we were booked in however it was too late for us as booked somewhere else


Am I in my right to get money back or transfer dates, because they haven't answered my question in regards to that and overall its bad customer service. They stated because their website was new they didn't know about the confirmation statement in the automated response email?!!


Tinker

Leo2020

If they don't know what their own confirmation emails say that is their problem. It doesn't explain why you couldn't get hold of them. Maybe new inexperienced business owners.

Very shoddy service. Have you asked them for a refund? If so what was their response?

fifitrixybell79

They stated that in their defence they were unaware of the wording "We will review your request and will contact you shortly to confirm the booking", as this is printed on the booking confirmation itself".


They stated that they just had the new website and are in the process of ironing out a few bits out.


They did not quote that in their email the booking needs to be confirmed in writing by them (this on auto response).


They have not answered my request for refund or transfer of dates


I am not normally one to complain but am appalled

Leo2020

It's still not a defence. It's their responsibility to read their own terms and conditions including auto emails. The fact that it was an automatic email does not make any difference they said the booking would not be confirmed until they contacted you again. It was unfair of them to only confirm the booking just before checkin. Of course you did the sensible thing and booked somewhere else.

I would contact them again and advise them of the above in you own words. You could say that you understand the website is new and that they maybe be unfamiliar with it however that is not your fault and you shouldn't be held responsible for it. If you want to swap dates perhaps say that you were really looking forward to your stay and would be happy to be given alternate dates. However should this not be forthcoming you will be seeking a full refund.

I find its better to be nice to start off as often this works .