Consumer rights for hotel stay

Picklemouse

This may seem like a very 1st world problem but I would still be grateful for any advice offered.

It's my daughter's 18th birthday this weekend and she wanted to celebrate by staying in a city centre hotel. Her boyfriend booked a hotel but he didn't check out any reviews or feedback on the hotel and just went on their location and corporate photos. My daughter called me last night in tears saying she had checked out the hotel on trip advisor and it has thousands of "terrible" reviews with many customers saying "whatever you do don't stay here". Out of over 4000 reviews 75% are average, poor or terrible. Her older mum has also stayed in this hotel and confirmed that it is awful. My daughter is not a princess, precocious or spoilt, she just wanted to have a nice weekend somewhere she felt comfortable getting ready to go out and she's worried this hotel will fall well short of that.

Her boyfriend booked 'a deal' at the hotel which he says is non refundable. The 'deal' he got is also more expensive than sites like booking.com or trip advisor are advertising now.

I would like to know, in relation to hotel rooms, what their rights are if they get there and it is as bad as people are reporting. Can they refuse the room and get a refund?

Advice would be gratefully received.

Thank you

marcarm

He should have checked the reviews before booking, the time to do the research is before the money has changed hands.

Especially as it is non-refundable as you say, that would have been flagged before confirming so would have given time to check out reviews.

Maybe the package could be sold on to someone else and then that money used to book another place?

Or risk it and it might not be as bad as they think, it's a lot more common for people to post a negative review than a positive one.

Picklemouse

shoulda woulda coulda. Of course he should've checked. He's 18 and green (not literally).

Good idea about selling it on

thanks

hollydays

It depends what he has to complain about.

hollydays

marcarm wrote: »

He should have checked the reviews before booking, the time to do the research is before the money has changed hands.

Especially as it is non-refundable as you say, that would have been flagged before confirming so would have given time to check out reviews.

Maybe the package could be sold on to someone else and then that money used to book another place?

Or risk it and it might not be as bad as they think, it's a lot more common for people to post a negative review than a positive one.

Bad idea selling it on.

marcarm

hollydays wrote: »

Bad idea selling it on.

Ok, not saying you are wrong, but for the OP can you explain why it is a bad idea?

hollydays

What if the person they sell it to is similarly unhappy( highly likely) and did damage to the room.

Picklemouse

hollydays wrote: »

It depends what he has to complain about.

Lots of complaints about it being shabby / dirty, lifts not working, smell of smoke in rooms and noise.

Nice

Picklemouse

hollydays wrote: »

What if the person they sell it to is similarly unhappy( highly likely) and did damage to the room.

very good point, thank you. How to make a problem potentially so much worse!

[Deleted User]

Sounds like the boyfriend needs educating.. he's probably never booked a hotel before. I made some shocking mistakes when booking my first trips with my girlfriend

This place was terrible - https://www.tripadvisor.co.uk/Hotel_Review-g186402-d193225-Reviews-Apollo_Hotel_Birmingham-Birmingham_West_Midlands_England.html

BUT, I learned. We eventually laughed it off. There's no reason why he should be allowed his money back unless it said there was a cancellation policy.

Try to not let it cloud the weekend too much. Either write it off, book somewhere else, or just get drunk and forget about it.

marcarm

hollydays wrote: »

What if the person they sell it to is similarly unhappy( highly likely) and did damage to the room.

Valid points thank you.

When I meant sell it on though I meant doing it officially so the hotel changed guests etc.

But I am aware that a lot of non-refundable bookings cannot be amended either, so this may not have been possible.

My vote goes to check-in, get ready, go out, get drunk, go back and sleep, get up and check out, even forgoing breakfast for an egg mcmuffin if it is that bad. Not much time spent in the hotel for any issues to spoil the weekend