Holiday description complaint

Bogalot

JoC10 wrote: »

Main issues were no air conditioning and WiFi. The tv had the 1 English channel bbc news, although the tv was that old it was hard to find channels especially with no remote! Not the end of the world though, but nice to have as background noise. The point is the facility descriptions were not available.
Would knowing the hotel name make a difference to my complaint, or are people putting this on their lists of hotels to avoid!

Knowing the hotel gives context, and allows posters to give an informed opinion without the drip feeding.

sheramber

Not for the incorrect description of room facilities, even though they have agreed that a system error caused the incorrect description on their website.

So the website was incorrect and these facilities were never available?

Who is admitting they made an error on the website?

JoC10

Travel Republic have admitted the system error in an email to me when they first offered £200 goodwill compensation. I have responded asking for the room price difference and providing a copy of the 2 room types that I took from the website when I booked. 2 more weeks later and still waiting for a reply. Really fed up of it now and considering accepting the £200 but annoyed that this can happen and how it impacted on the holiday. We have 1 holiday a year, was so looking forward to a relaxing break from work and then had all the hassle for the 1st 2 days trying to sort it out, and not being very successful either.

Westin

JoC10 wrote: »

Main issues were no air conditioning and WiFi. The tv had the 1 English channel bbc news, although the tv was that old it was hard to find channels especially with no remote! Not the end of the world though, but nice to have as background noise. The point is the facility descriptions were not available.
Would knowing the hotel name make a difference to my complaint, or are people putting this on their lists of hotels to avoid!

It would allow me and probably others to make a better and more informed view of the situation as I would have looked myself at the room descriptions on the website.

It seems that you want a full refund of the difference in price between the two room categories and that you have calculated this as £400.
That seems very steep to me but as you have been very limiting with the information I can't look at the price difference myself and give a view as to the fairness of your claim.

It seems that you did receive the room category booked but not all the advertised facilities - but some.

If the room was a different standard, perhaps larger, perhaps with a terrace, perhaps nice views, then you received some of the benefits of being in the higher room category you booked. Again I don't know as you refuse to name the hotel for us to look at the description.

What you did not receive amounts (as I understand it) to A/C (sure?), free wifi (seems strange only family rooms would have this and not standard rooms, or was it in public areas only but that was misunderstood?), a flat screen tv and free toiletries (..could you not of called housekeeping whilst there for those?). They supplied satellite TV just not what you expected.

Given the limiting information you have provided and subconscious doubt in my mind that we are not being told the full story then I am currently siding with Travel Republic in that they have admitted some facilities were not available to you. You did however stay in and therefore receive the benefit of the larger family room.

An offer of half what you claim could be seen as fair. Some facilities were lacking but probably not enough to ruin a holiday as you allude.

Travel Republic/Hotel are recompensing for those elements not provided and the descriptive error on the web site. I think in your own mind you probably realise the same but have perhaps been egged on to claim more Compo and are hoping to gather support on here as well. Just saying...

I might have taken a different view had the full story been given at the start and the information asked for multiple times was provided.

Take the £200 and move on.

Caz3121

JoC10 wrote: »

I have responded asking for the room price difference and providing a copy of the 2 room types that I took from the website when I booked.

but you confirmed you were given a family room and not a standard room.
Website advertised 2 rooms and prices
1 standard room showing no additional elements - price £x
1 family room incorrectly showing additional elements = price £y
had there not been an error on the website it would still have shown price £y as the price for the family room with no additional elements
I suspect you paid the correct price for the room type you were given (although it is very difficult to confirm as you do not name the hotel...do they have family rooms with the extras as well as family rooms without?)
£400 would be the difference if you booked a family room and a standard room so not relevant
The argument may be that you may have chosen a different hotel if the website was accurate and you knew these things were not available. They are offering a goodwill gesture to apologise for the description error which seems fair enough

leylandsunaddict

Why would knowing the name of the hotel make people put it on their list to avoid? If it's all as you say, and TR got it wrong, then it would serve as a timely reminder to people who use OTAs who use bed banks to check the hotel website for info as well. I would have thought most people would do that any way as standard, but maybe not. It would also enable people to put your complaint into context and see for themselves the room facilities and descriptions.

Is there a reason why you only drip feed info and seem very reticent to name the hotel?

photome

leylandsunaddict wrote: »

Is there a reason why you only drip feed info and seem very reticent to name the hotel?

OP you have been asked many times, so guess by now you are not going to, does seem odd when you are asking for help.

it does look like you got the room you paid for all be it without the extra facilities so the £200 is probably not a bad offer.

then again ,who knows without seeing the website/hotel name etc!!

budgetflyer

To me, choice of 2 rooms, in a very hot country
room 1 has NO aircon. = X price.
Room 2 WITH aircon = X+£400.
I book that one and then dont get aircon then surely i am wanting £400 refund?

They may well have spread petals over the bed and put a chocolate on the pillow, but the aircon was a major difference in the room types

Caz3121

until OP confirms the hotel we can only guess but from what I gathered
Room 1 standard room = X price
Room 2 Family room = X price + £400
sounds like neither room type included air con however, it, and other 'extras' were shown on the agents website incorrectly
they did get the family room type they booked but we cannot check whether there were 2 types of family room....with and without aircon
I think booking one type and receiving another type is different from there being one type of family room available that was misdescribed on the website