5-star accommodation misrepresented by broker

powerful_Rogue

techguy81 wrote: »

I'm sorry but is it unreasonable that I expect the broker to get the name and address of the accommodation right? I paid to stay at Taj 51 Buckingham Gate, not St. James' Court 54 Buckingham Gate.

As I said, it's not the hotel facilities that are the issue, it's the fact I was expecting a luxury suite with 5-star service as advertised, and I didn't get that.

You had use of the 5* facilities. (Plus this * malarkey is just a red herring)

Which entrance did you use to get into the hotel? I'm presuming both entrances led to the same foyer with the one reception area?

Fosterdog

techguy81 wrote: »

I'm sorry but is it unreasonable that I expect the broker to get the name and address of the accommodation right? I paid to stay at Taj 51 Buckingham Gate, not St. James' Court 54 Buckingham Gate.

As I said, it's not the hotel facilities that are the issue, it's the fact I was expecting a luxury suite with 5-star service as advertised, and I didn't get that.

Yes it is unteasonable if they are not the ones you have made the mistake or deliberately falsely advertised it. If Taj hotels have given the broker room detail for one hotel and the broker sells it on that basis but then the hotel actually checks you in to the sister hotel next door that the broker doesn't even know exists then how can it be the brokers fault?

What exactly do you mean by it's not the facilities that are the issue? The difference between a four star and a five star will be the facilities on offer. You are saying you didn't get five star service but what parts of the five star service did you not get? Unless you can name things specifically to break it down to put a value on it then what exactly is your complaint about? I genuinely don't understand.

techguy81

Fosterdog wrote: »

Yes it is unteasonable if they are not the ones you have made the mistake or deliberately falsely advertised it. If Taj hotels have given the broker room detail for one hotel and the broker sells it on that basis but then the hotel actually checks you in to the sister hotel next door that the broker doesn't even know exists then how can it be the brokers fault?

What exactly do you mean by it's not the facilities that are the issue? The difference between a four star and a five star will be the facilities on offer. You are saying you didn't get five star service but what parts of the five star service did you not get? Unless you can name things specifically to break it down to put a value on it then what exactly is your complaint about? I genuinely don't understand.

I'm sorry, but the broker took my money so therefore my contract is with them. Who takes responsibility for the mistake or deliberate false advertising is up to the broker and hotel to sort out between themselves.


There is a big difference between a luxury suite with multiple rooms and butler service in an attractive location, as was advertised to me, and a standard single hotel room (which incidentally there were issues with) with a view of office blocks and a desolate empty yard.

wealdroam

techguy81 wrote: »

I'm sorry, but the broker took my money so therefore my contract is with them. Who takes responsibility for the mistake or deliberate false advertising is up to the broker and hotel to sort out between themselves.

Have you spoken to the broker yet?

techguy81 wrote: »

There is a big difference between a luxury suite with multiple rooms and butler service in an attractive location, as was advertised to me, and a standard single hotel room (which incidentally there were issues with) with a view of office blocks and a desolate empty yard.

Ah... new information.

Fosterdog

So who in their right mind books a hotel suite but on check-in in put in a single room of a different hotel (although linked) and doesn't query it at the time? Did you really not do anything at all about it at the time?

You really need to work out exactly what you want to claim for as you still can't seem to decide and a court will be asking a lot more difficult questions that we have here and unless you can answer them in a way that convinces them you are out of pocket you won't get anything.

So far you have drip fed a few issues.
1: Checked in to wrong hotel, but you should have said something at the time to give them a chance to rectify it, you probably would have got an apology and moved to the correct hotel/suite. You didn't even let them know there was an issue so they couldn't fix it for you.
2: location and views. It's the building next door, so the location is virtually identical especially if they share an entrance/check in desk. And how different would the views be from next door? Plus back to the original point, they are not mind readers, if you didn't tell them it was wrong they won't know so can't put it right.
3: Butler service, this would be a valid point but again you didn't raise it with them and give them the chance to move you.
4: Some other issue that you are hinting at but not specifically saying what it is. May or may not be a valid complaint.

It all comes down to what is reasonable and staying in the wrong room in the wrong hotel and not informing anyone is not reasonable. You chose to stay instead of leaving so even if you had a refund for the suite you were expecting you would then have to pay for the room you did have and with £250 being the average price you'd probably owe that (if not more as they do have higher rates for some rooms)

Do you have travel insurance? You could maybe get them to look into it for you but you'd need to be able to clarify things with them better than you have here.

powerful_Rogue

techguy81 wrote: »

There is a big difference between a luxury suite with multiple rooms and butler service in an attractive location, as was advertised to me, and a standard single hotel room (which incidentally there were issues with) with a view of office blocks and a desolate empty yard.

But you didn't book that room!

techguy81 wrote: »

At the time of booking the type of room wasn't stated

Not only that, but when you entered your room and noticed it didn't have a variety of different rooms with a butler standing in the corner - you failed to tell the hotel or contact the broker.

techguy81

Wow a lot of assumptions being made here.


At the risk of repeating myself:-


1) The check-in desk appeared to be shared between the two different entities. We did not check into the wrong hotel. We did not realise there was a difference between the two entities of Taj until we got to our room and checked the paperwork


2) It was late in the day and we had a show to get to. What already limited time we had available to us we did not want to ruin by getting stressed and argumentative. It was obvious that TravelUp had been crafty on TripAdvisor and I elected to deal with them once I got home. Irrespective of who is to blame, my contract is with TravelUp.


3) The suites next door faced an attractive courtyard, not office blocks or service yards


4) The issues with our room included a bathroom that hadn't been properly cleaned, minibar stock wasn't checked prior to our arrival and there was an exposed live electric plug attached to the bedside lamp. Fortunately I spotted it before placing my hand down there. The hotel was informed of this and offered vouchers for a future stay, which we rejected. They claimed not to be able to refund any money as we had made the booking via a broker, which brings me back to TravelUp.

Fosterdog

What assumptions are being made? Everything posted has been directly based on what you have said.

I didn't mean that you went to the wrong hotel (that is you making an assumption) I said you were checked in to the wrong hotel, not your fault but the hotels but unless you told them it was wrong neither them nor the broker are mindreaders they had no way of knowing.

All I can say is good luck I don't personally think you will get anywhere with this based on the information you've given so far.

paddyrg

Just chiming in as I'm familar with the Taj - it's fully understandable to assume that reception is suitable for the 5* as it's all backlit marble. The courtyard is a bit of a gem in that location, nice for a summer evening, but the rooms are a little tired and certainly 4* not particularly opulent.

Quizzical_Squirrel

I'd be disappointed too.

I used to live at no. 64 and it's not a super great location.
It's not holiday a location you'd choose unless it was a really good hotel.