new york hotel payment problem

shimster1_2

hi have just returned from a wonderful Christmas and new year in America where we stayed in Orlando and then new year in new York.
all was prepaid before we went with coop travel as a signature holiday. whilst in Orlando I realised I had a problem with my credit card and that left me with only a debit card which although not ideal we had enough cash for the holiday and at least something of a back up.
the problem arose when we got to new York hotel which was a courtyard Marriott for 3 nights and they asked for a credit card for security at which point I said about my problem and they said that debit card would be fine or $250 dollars so I gave them my debit card. on checkout after 3 nights I had to pay 88 cents for a phone call and the receptionist said we were done so I paid him this in cash and left.
after returning I checked my bank balance and they have taken £620.11 and £18.55 in bank charges which because of how much it is seems to me like I paid for the room again.
I just want to know my rights as have been in touch with coop travel and they are investigating hopefully as I speak but obviously this is a worry as I have bills to pay this month and not enough money in my current account to pay them.
any help would be much appreciated.thanks
kevin

novelty-socks

Contact the hotel, it's probably a mistake and they'll refund you!

shimster1_2

thanks novelty-socks but have left coop to contact the hotel but just wondered who is liable for this and will I get my money back from someone?
even getting my money back is ok but am I due some sort of compensation from coop as surely this is the reason you go with travel agents to stop these problems happening?
usually I book these things myself and have all receipts from flight bookings and hotel bookings but because of the internal flights I thought this time I would go with an agent regrettably.
again thanks for your quick reply

glentoran99

shimster1 wrote: »

thanks novelty-socks but have left coop to contact the hotel but just wondered who is liable for this and will I get my money back from someone?
even getting my money back is ok but am I due some sort of compensation from coop as surely this is the reason you go with travel agents to stop these problems happening?
usually I book these things myself and have all receipts from flight bookings and hotel bookings but because of the internal flights I thought this time I would go with an agent regrettably.
again thanks for your quick reply

Wouldn't have thought so, they have done nothing wrong

Oakdene

shimster1 wrote: »

thanks novelty-socks but have left coop to contact the hotel but just wondered who is liable for this and will I get my money back from someone?
even getting my money back is ok but am I due some sort of compensation from coop as surely this is the reason you go with travel agents to stop these problems happening?
usually I book these things myself and have all receipts from flight bookings and hotel bookings but because of the internal flights I thought this time I would go with an agent regrettably.
again thanks for your quick reply

Doubt it as they haven't done anything wrong, its the hotel who are at fault from what you have said.

novelty-socks

I'm not an expert, but it seems likely to me that the hotel is responsible. You gave them your debit card to cover any incidental charges and it sounds like they have mistakenly charged this card. (I'm assuming your bank statement shows that the payment has been made to the hotel, not to the agent.)

If you haven't contacted them, I would just email or call. I've queried charges from hotels before and they usually refund, no problem. It happens.

I'm not sure there's much of a claim for compensation to be honest. Unless this has caused you additional, provable losses (like being charged for an overdraft), it seems like a pretty simple, easily reversed error. You might ask Co-Op to refund the bank charges, if the hotel isn't willing to cover these.

shimster1_2

thanks for your quick replies
just wondered though what if coop had not paid the hotel upfront but I had paid coop?
have I made a mistake letting them investigate this?

glentoran99

Just email the hotel now instead of posting here

shimster1_2

thanks but a little harsh as I thought this was a forum to ask questions glentoran99

glentoran99

shimster1 wrote: »

thanks but a little harsh as I thought this was a forum to ask questions glentoran99

Sorry, wasn't meant to be, but your going to get better answers from the hotel, and a quicker resolution

shimster1_2

ok I understand am trying to find the email as we speak but its not obvious.
again thanks everyone