Travel Agency cancels booking - what rights do I have?

AimeeMaySurbiton

Hi There, back in February myself and 3 friends booked and paid in full for a week in an adults only, all inclusive, 5 star hotel in Kos for June this year. We specifically booked early to receive early booking discounts and have our choice of where to stay.

Yesterday we received a message to say that due to unexpected circumstances the hotel is over booked and they are moving us to a different hotel which is not Adults early and is not to our liking. We can either choose to accept this of have a full refund. The hotel they are offering is not an adults only hotel so I do not see this as a like for like replacement. If we just ask for the money back option we will lose out as prices have now gone up as June draws closer and also a lot of places are fully booked. Either way we lose out which does not seem fair.

Has anyone got any advice? Legally do we have a leg to stand on?

Thank you!

Aimee

leylandsunaddict

The travel agency aren't cancelling it, they're only passing the message on. They are offering what they have been told to offer. Whether you are entitled to anything else apart from a refund depends on the terms you agreed when you booked. Which tour operator is it booked through, or is it a flight plus?

Westin

It is of course completely possible that the hotel has overbooked and informed your travel agent/tour operator accordingly but I do find it strange that this would be the case for June in Kos. Especially knowing this at this time so far from your holiday.

In these situations they would typically offer you an alternative hotel of the same or higher rating - or a refund. Have a look at your booking conditions and this should be laid out.

If you are not happy with the alternative hotel being offered you could look at other options within their programme and suggest one of your choosing as an alternative. If you have booked with a reputable tour operator you could even look at other destinations. If you have however booked with an on-line travel agency that has cobbled the holiday together using separate components then you would be likely limited to remain with the same destination as your flights would have been booked separately. If making a suggestion on an alternative be reasonable. If there is a small difference in price then they may well offer this as an option.

Before calling the agent you might also wish to call the hotel direct to get the full story behind the problem. I have known in the past that if you can reach the right person at a hotel they might be persuaded to accommodate you after all. I would certainly question the 'overbooking' reason with the hotel. It sounds more like a contract dispute or where another tour operator has reached a deal with the hotel to take a larger room allotment resulting in others being displaced.

Hope you get it sorted.

Alan_Bowen

Greek bookings are not booming this year and June is the poorest month for bookings, so the story of overbooking is probably a complete lie. Have you really booked a package holiday, check your ATOL Certificate, if so you are entitled to a suitable alternative, which is not what has been offered to you. If its not a package, the ATOL Certificate will say 'Flight Plus' then you are in a weaker position as you have separate contracts for the flights and accommodation, the accommodation supplier should be identified on your paperwork. If it is not the agent themselves, and I doubt that it will be, get them to fight for you, that's what you use an agent for in the first place