Expedia - Help with rights

warrenpeace

Hi,

We recently returned from Athens, booked both Hotel and Flights through Expedia.

When booking we chose a hotel which specifically said breakfast included on the hotel page. However, upon arrival at the hotel we were told our room did not have breakfast included.

When we got home I emailed Expedia to tell them this and asked them for some sort of compensation since we had to buy our breakfast each day. The hotel charges EUR 22 for breakfast so we didn't eat there, but I mentioned this figure to Expedia and I sent them a link to their own website which still clearly states breakfast is included.

The response I got from them was, as predicted, very poor:

"We have checked the itinerary 112555856319 and see that the breakfast was not included in the reservation. The link you have shared is for future dates and the hotel might change the type of amenities any time."

As I mentioned previously, we specifically chose this hotel because breakfast was included.

Looking back at my original confirmation it actualy mentions in a side bar that breakfast costs 20 Euros and below my booking states there is free parking and free wifi, no mention of breakfast.

I didn't notice this at the time as we just expected the breakfast to be included as it states that on the product page.

Just wondering if I have any sort of rights here after they've already tried to fob me off by saying the hotel page might change.

I've already emailed them back to say we chose that hotel because it said breakfast included so just awaiting their response now.

Many thanks in advance.

Chris.

leylandsunaddict

As you didn't check your confirmation when you received it, and notify them of any errors, you're relying on a gesture of goodwill (unless you maybe have a screen shot of the page you got the info from)?

mgdavid

If I understand the information correctly, it said breakfast included in one place and breakfast extra in another?
In this case you should have seen the discrepancy and then checked.
Life lesson: never jump to conclusions, always look for corroboration, then check!

warrenpeace

Hi,

Thanks for the responses.

The issue I'm having it that it stated breakfast was included but then after booking it seems to not state that. So in my opinion that would be a fallacy on their part for having it included on the product page.

I do have a screenshot of the page as it is now, taken today, and it still says breakfast included.

Chris.

Voyager2002

During the booking process... after choosing the hotel and dates, probably after entering credit card details, there would have been a final page stating what you were buying. At that point you can still withdraw from the deal before paying. What was stated there, since that is your contract?

(The confirmation comes after you have already paid, so if something is included in the final page before payment but not in the confirmation it should still be provided.)

This question is important: if they simply advertised it as including breakfast but then offered you a contract where breakfast was not included, they are guilty of false advertising (like the many adverts where the low air fare increases when you try to book it). In this situation you are probably relying on a gesture of good will.

However, if they entered into a contract to provide you with a deal that included breakfast then they are obliged to provide this.

Alice_Walker

Do you have a link to the page in question? It may be possible to find an older version of it via WaybackMachine.

warrenpeace

Just had another look now on the page and although it states "Breakfast Included" in bold, if you scroll further down the page it actually says breakfast is approx. 20 EUROS.

To be honest, we were more bothered about checking the dates, flights etc. on the final page than checking to see whether their statement of breakfast included was actually there.

Guess they win this time.

Thanks for your advice.

Voyager2002

You should certainly make a complaint to the Advertising Standards Authority.