Refund for being moved to a different hotel?

t_zan

I recently went on holiday to Gran Canaria, where i booked the accommodation via Travel Republic.

On arrival we were told the hotel was fully booked, and we had to go to another hotel for two nights. This hotel didnt expect us, didn't speak english, and when we finally got in, was definitely not up to the standard of the hotel we had booked, with no hotel bar, only one pool, and a further location from where we had requested.

I've asked for a refund from TR of the two nights (£100) plus comp, but have received a response from their provider Hotel Beds, offering 81eur (£65). I've gone back asking for the original request of the two nights refund, but how likely am I to get this? I'd be happy just with the two nights and no compensation in all fairness, and would be happy to receive this as vouchers to use at TR.

TR are basically the messenger in this complaint, but in my eyes my contract was with TR, although am I right in saying that? I get the impression Hotel Beds will say no we're not budging, and then Travel Republic will say there's nothing they can do as it's not their fault.

Am I best to take it further or should I accept the offer?

Any advice would be great

Tim

leylandsunaddict

You're contract was with Hotelbeds. TR are only the agent and can only act as go between between you and Hotelbeds.

It sounds like the hotel did what they all do, overbooked. As a bedbank customer who will have paid cheaper rates than direct bookers, the hotel bumped you and arranged (or not) with another hotel for you to stay there for a couple of nights.

When you found the hotel overbooked did you contact Hotelbeds, or their emergency contact number which would have been on your accommodation voucher, and give them the opportunity to try to sort something out for you? If not, you didn't follow the correct complaints procedure which has possibly resulted in you being offered less in the way of financial settlement.

t_zan

The t's and c's said to disucss this directly with the hotel, who advised us to contact TR. I contacted TR immediately who advised we can't start the complaints process until we get back home, which we did and is how we got to where we are now. I'll be honest i didn't know anything about Hotel Beds but just looked at all my documents, and whilst it does say the agreement is with them, all contact details and complaints procedures were for TR only and no details for HB were ever provided.

leylandsunaddict

t_zan wrote: »

The t's and c's said to disucss this directly with the hotel, who advised us to contact TR. I contacted TR immediately who advised we can't start the complaints process until we get back home, which we did and is how we got to where we are now. I'll be honest i didn't know anything about Hotel Beds but just looked at all my documents, and whilst it does say the agreement is with them, all contact details and complaints procedures were for TR only and no details for HB were ever provided.

That's unusual, because it's the suppliers number, or their agent/rep that is supplied on your voucher/paperwork for the accommodation element, which is what their terms and conditions say as well.

"We pride ourselves on delivering the highest standard of customer service but if you have any dissatisfaction regarding your travel arrangements they should be reported to the relevant Travel Provider or their local supplier or agent immediately.

If the Travel Provider is unable to resolve your concern please contact our customer services team who will try to assist you.

If you fail to follow this procedure there will be less opportunity to investigate and rectify your complaint. The amount of compensation you may be entitled to may be reduced or you may not receive any at all depending upon the circumstances.

If you wish to also make a formal complaint upon your return home then these should addressed in writing to Customer Relations at Travel Republic Ltd, alternatively please call our Customer Support Department who will then email you a link to our complaints form.."

Also the hotel would have no contact with TR so I'm not sure why they'd suggest you contact them. The only info they would get would be from Hotelbeds. Definitely a bit strange.

Gavin83

Did you stay at this new hotel? Who paid for it?

lea2012

I'm agreeing with everything leylandsunaddict has said above. Travel Republic do have a dedicated team which deal with in resort problems such as this and who will be more than happy to speak to Hotelbeds for you.

When you called them did they offer to find out any more info or did you ask for an alternative hotel from them? If you simply called and asked for a refund then yes it is likely that you will be asked to arrange it when you get home as they would need to know what the end situation was. ( They could have refunded you the two nights and then found that you weren't moving back after all so you would have ended up calling again etc so it's better to resolve it once it's all finished.)

The refund that hotelbeds have offered is likely to be what travel republic have paid them for the rooms. Travel Republic will have added commission / margins on to that price before selling it to you. Ideally they should give that back to you too, but as your agreement is with hotelbeds, who in turn have an agreement with the hotel then legally that's all they need to give back to you.

You can always ask for more, but I don't think you will get any more and if you push it too far then hotel beds/ the hotel may say that they are only willing to refund you the difference between the price you originally paid and the price that they then had to pay for the alternative hotel so you would lose out even more.