False advertising of free wifi for hotel booking

Aviendha

I booked a self catering place on booking.com, that clearly advertises free wifi (three times on the page). My initial booking confirmation email also clearly states that there is free wifi.

Somewhere in the payment process (I had to pay upfront), I got redirected to cottages.com and my payment confirmation email from them now says that wifi isn't free. I asked them about it and they said that they never advertised free wifi and redirected me to a different advert on cottages.com.

Do I have any consumer rights with this? I never would have picked the place if I thought I had to pay extra for wifi but I don't know if they will give me a refund or actually offer free wifi as originally advertised.

bris

Show them the advert that you made the decision on and see if they will waive the fee. If not ask for a refund for false advertising or not as described.

DoaM

Did you see anything before the payment confirmation email that said WiFi wasn't free? If not, and the first notification was the email then your position is greatly strengthened.

Aviendha

The first I saw about wifi not being free was after I completed payment (which is non refundable). I sent them the original booking.com ad and they just said that it doesn't matter because it isn't their website (cottages.com). But I never intended to book through cottages.com, it just took me through to that during payment.

DoaM

How much was the booking (more or less then £100?) and how did you pay? (Credit or debit card).

steampowered

They choose to advertise through booking.com and they populated a page on that website. They are responsible for making sure the page they create is accurate!

You booked through booking.com, not through their website. I don't see how it matters what their website says.

It sounds to me like the hotel was misdescribed so you shouldn't have to pay for wifi.

DoaM

That's why I asked my questions in post #5 ... the answers will help determine how best OP can move forward.

Aviendha

It was more than £100 and I paid with debit card because there was a charge for using credit cards. I know it would have been protected if I paid via credit card, but I didn't want to pay the fee.

[Deleted User]

Aviendha wrote: »

It was more than £100

They surely didn't charge you more than £100 for Wi-Fi? :eek:

Do realise that you'll only be able to demand a refund of any extra payments made as a result of the false advertising, not the whole bill...

Aviendha

Sorry for the confusion! The booking for the accommodation was over £100. I haven't paid for the wifi yet, but will have to pay to BT open zone once there.

DoaM

WRITE to them (email is fine) that they are attempting to change the terms of the contract. (Attach your evidence that WiFi was included). As such there are two courses of action:

1. They provide the free WiFi as booked
2. The contract is cancelled and a full refund of all monies paid is made by them. If no refund is forthcoming then the monies will be reclaimed via chargeback.

If they decline then inquire with your card provider about a chargeback due to the vendor changing the terms of the contract unilaterally post-payment.