Hotel Cancellation

Tregaddra

Hi there,

Just after some advice.

I booked a hotel recently for 4 nights, and pre paid the full amount. I then received a confirmation email, which included the cancellation terms:

We’ve taken your card details to guarantee your reservation, should you need to cancel you need to let us know by midday 2days prior to your arrival date. If you don’t cancel by this time you will be charged for the 1st night of your stay.

Unfortunately I had to cancel the booking on the day we were due to arrive (called @ 11am), due to a family illness. Having reviewed the T's & C's on the confirmation email, I was due a refund of the remaining 3 nights. When I called the hotel, I spoke to a manager who confirmed that I would receive a refund for the 3 nights.

However, 4 days later I received an email from the hotel to state that as I had prepaid I wasn't entitiled to a refund, rather I was told that my balance would be 'put on hold, and could be used towards any future stay within the hotel'. The email also stated 'However I do understand that the wrong terms and conditions of the booking came through on the booking confirmation that was sent to you'.

I emailed the hotel 4 days ago to ask that my balance be refunded to me asap, but have yet to hear anything.

Any advice on the next step?

Many thanks.

hcb42

Obtain the General Manager's name and write to him/her just setting out your case objectively and requesting the refund that you are entitled to as per the terms under which you booked.

It's not your problem that they got that wrong.

Caz3121

just to confirm, when you chose your room type and rate did this specify the same rules as received in the confirmation or did it state pre-paid, non-refundable so the confirmation showed different terms than you had expected?

Tregaddra

Thank you for your response.

Just to confirm - Initially I gave the hotel a call regarding availability/rates etc. They told me that I would save £100 + if I was to book and pay immediately, which I agreed to do. About half an hour after the phone all they sent me the confirmation by email, which included T's&C's....which I had no problem with.

As it transpires, the hotel are saying that I was sent the wrong T's&C's (unbeknown to me!), and that I cannot get any refund, just credit to spend within the hotel.

I am not happy with this 😒

Sharon87

Did you book direct or through a 3rd party website? If a 3rd party website (eg booking.com or hotels.com) then you need to cancel through the website or their call centre, otherwise the hotel can't refund the nights.

If this doesn't apply to you it may help someone else in a similar situation.

Do you have travel insurance? Could you claim from that if the hotel isn't being responsive?

hcb42

have you written to them formally?

Most hotels would just sort this. Particularly as they know they attached wrong terms and conditions.

gingerfox

I claimed from my card company recently when I experienced a situation similar to yours. My case was with a well known booking agent and I just sent off the evidence to the CC. I was refunded immediately and as far as I know it wasn't contested.