Holiday cancellation

J45

tomtontom wrote: »

Was this done over the phone, are you able to get call recordings to confirm what happened? Have you the option of changing to another hotel?

This all comes down to whether you can prove the holiday was sufficiently misdescribed. If so then you could go to small claims - a letter before action may prompt the agent to settle before it gets to that stage.

Yes it was all done over the phone and I have the most recent conversation recorded (the cancellation one) also they played back the conservation to me about from previous phone calls so I have those now.


The problem is I said ok to the hotel whilst thinking it was in the same area. They just won't acknowledge the part where they say its in the same area and kept quoting to me "You agreed at the end of the phone to the booked hotel".

tomtontom

leylandsunaddict wrote: »

Surely you didn't just book a hotel without even looking at on a few websites, or even in a brochure first?

Normally I'd agree, but if you choose to use an agent then it is reasonable that you should be able to rely on the information they give you. You shouldn't have to double check what has been represented to you as fact.

This comes down to exactly what was said in the conversation, was it explicit that location was key to the booking? At least the OP has a copy of the conversation should they wish to take it further.

J45

tomtontom wrote: »

Normally I'd agree, but if you choose to use an agent then it is reasonable that you should be able to rely on the information they give you. You shouldn't have to double check what has been represented to you as fact.

This comes down to exactly what was said in the conversation, was it explicit that location was key to the booking? At least the OP has a copy of the conversation should they wish to take it further.

Yes I should of double checked but we are leaving very soon and hotels were going fast. Still doesn't alter the fact they misled me and must come under some consumer rights law. He specifically said it was the same area as the first hotel we inquired about so we were pleased to get it and proceeded.

jpsartre

J45 wrote: »

So the company was lying to me?

Probably it's more accurate to say you got a clueless CSR.

balletshoes

J45 wrote: »

Yes I should of double checked but we are leaving very soon and hotels were going fast. Still doesn't alter the fact they misled me and must come under some consumer rights law. He specifically said it was the same area as the first hotel we inquired about so we were pleased to get it and proceeded.

I'm wondering if your interpretation of "same area" and your travel agent's interpretation are the same? ie did you specify to the agent what you consider to be "same area"? That could mean to you, for example, within a mile or so of the original hotel you wanted to book, but to me, "same area" could mean a different resort altogether but on the same coast, served by the same airport etc.

J45

balletshoes wrote: »

I'm wondering if your interpretation of "same area" and your travel agent's interpretation are the same? ie did you specify to the agent what you consider to be "same area"? That could mean to you, for example, within a mile or so of the original hotel you wanted to book, but to me, "same area" could mean a different resort altogether but on the same coast, served by the same airport etc.

The exact phrase he used was "This hotel is in the same resort as the first one".

814man

Hmm, that could be even more wide ranging then. The resort of Cancun in Mexico for example probably stretches at least 5 to 10 miles along the coast.
Can you tell us exactly which hotels and which resort you are talking about here?

J45

814man wrote: »

Hmm, that could be even more wide ranging then. The resort of Cancun in Mexico for example probably stretches at least 5 to 10 miles along the coast.
Can you tell us exactly which hotels and which resort you are talking about here?

The hotel we wanted was in lindos and the one we got was in Kolympia.

leylandsunaddict

J45 wrote: »

The hotel we wanted was in lindos and the one we got was in Kolympia.

Presuming you mean Kolimbia, then yes, they're hardly in the same resort area.

814man

24Km apart according to Google Maps and certainly looks like totally separate areas.