Laterooms cancellation issue with B&B owners

hthr_2

We had booked a B and B for one night via late rooms website. The owners only take cheque or cash payments. The cancellation cut off time was 4 days prior to arrival at 10am. That morning a close family member suffered a totally unexpected brain haemorrhage and was having emergency surgery. As soon as we could we emailed the B and B owners to cancel our stay, it was a couple of hours past the 10am, 4 day in advance deadline and I just assumed that under such devastating circumstances they would be understanding. We had only booked the room 2 days before so it was not like it had been booked for ages.

The owner replied to say we had to pay in full (and no mention of being sorry to hear what had happened - nothing just a curt note saying to send him a cheque for the full amount.)

I called late rooms and explained the situation. The person I spoke to was very sympathetic and said she would call the B and B owner. She got back to me and said she has spoken to him and there would be no charge and we didn't need to take any further action.

Since then, whilst we have had to deal with the family member being on a life support machine for the past 2 weeks, the B and B owner continues to email me demanding the payment. I have contacted late rooms and am awaiting a reply from their customer services - I have told this to the owner and he continues to email me with his demand.

At this difficult time it is stressing me out to keep receiving these emails. Laterooms said they spoke to him and no further action was required so why does he keep hassling us to send a cheque for the full amount.

PDC

I can't answer the final point, that would be between the owner and Laterooms.

I'm not clear how the website works, if your 'contract' was with Laterooms or the B&B, if it is with Laterooms then you have no reason to contact the B&B owner further. Alternatively if Laterooms are just a broker and the contract was with the B&B owner then what Laterooms say isn't really relevant.

Unfortunately there are certain dishonest people who will make up all kinds of stories and reasons for cancellations which makes it difficult for owners and business' to deal with the genuine cases.

MrJones1

If the contract was with Laterooms you don't have to worry. They have explained that they have spoken to him and there would be no charge and no further action would be taken. It seems that the room owner wants you to pay even though you are not obliged to. It seems that he will continue until you feel that you don't want to bother with this anymore and pay. Why does it seem to be so? Apparently Laterooms has spoken to him and he has agreed not to charge you.

martinsurrey

MrJones1 wrote: »

If the contract was with Laterooms you don't have to worry. They have explained that they have spoken to him and there would be no charge and no further action would be taken. It seems that the room owner wants you to pay even though you are not obliged to. It seems that he will continue until you feel that you don't want to bother with this anymore and pay. Why does it seem to be so? Apparently Laterooms has spoken to him and he has agreed not to charge you.

Late rooms only acts as an agent.

All contracts for the provision of rooms are between the customer and the provider of the accommodation. As detailed in the T&C's.

Unless the owner has said there is no charge OP is still liable.

missile

OP is liable

GwylimT

Your contract is with the b&b not laterooms, unless the b&b owner decides not to charge you are liable for the cost of your break.

Quentin

The contract you agreed when doing the booking is enforceable. (Ultimately via the county court with bailiff/attachment of earnings etc if you refuse to pay when ordered to by court)

Next time consider taking out insurance against cancellation for reasons like this if you don't want to pay yourself when agreeing cancellation conditions