Hotel refusing to refund double booking - Help!

minijojo_2

Reposting with different title...

When making a hotel booking through Travelzoo I filled out the details and at the bottom of the form there was a button to confirm. Upon pressing the button it came up with an error message along the lines of there was a problem processing the payment and to check the details and try again. Together my partner and I double checked the card payment details, we had to input the CVC code again and tried to submit it again, only to get the same error. Therefore we went back to the beginning of the booking - right from selecting the dates and all the way through, double checking all the details and submitted it again, this time it went through.

We then had two emails confirming the booking and the payment was taken twice. My partner immediately contacted Travelzoo as it was clearly an error (perhaps due to poor internet connection) but they say the hotel have refused to refund the second booking but would allow us to transfer it to a friend - not something we want to do for a romantic weekend away!

Is there any consumer law about this?

Many thanks for your help in advance

tykesi

Duplicate post: https://forums.moneysavingexpert.com/discussion/5744579

OP - please don't spam the forums with multiple posts on the same subject.

minijojo_2

tykesi wrote: »

Duplicate post:

OP - please don't spam the forums with multiple posts on the same subject.

Apologies - I'm brand new to posting on the forum and couldn't work out how to edit the title - I certainly have no intention to "spam" the forums, I just want some genuine advice.

Le_Kirk

minijojo wrote: »

Apologies - I'm brand new to posting on the forum and couldn't work out how to edit the title - I certainly have no intention to "spam" the forums, I just want some genuine advice.

On your post, hit the EDIT button and then click on the symbol in the top right when the edit dialogue box opens. At the bottom is a box marked "Go Advanced" and this should allow the title to be edited.

stuartJo1989

Well... I always found these ones tricky.

I have worked for a similar company in the past and this sort of error used to happen from time to time with customers. The main two causes were:

1. Related to the customer's internet cache etc which loads up old pages on the website, which can generate error messages when submitting forms and clicking pay buttons, but it will actually still process the order.

2. Related to the customer's BANK declining the transaction but, instead of actually DECLINING IT (usually due to being a large or unusual order), placing it ON HOLD for you to complete later on (and displaying the error message on the 3D secure check page). Then, when you re-book, you've got the other one already ON HOLD and completing the 3D secure check authorises both the ON HOLD one and also the new one you've just placed.

Not sure if that makes sense, but that's my experience of similar issues in the past. I have no idea if this is the case here, or if you have any legal recourse.


In terms of what to do next, like I said I find these quite tricky and have no idea I'm afraid. It would be ideal to refer to your Ts and Cs with Travelzoo and see if they have anything in there (I assume it is non refundable?).

You may need to go to the Citizens Advice Bureau (if nobody else can help) and maybe also:

- Approach your card issuer to see if they can help
- Take the company to small claims court armed with any evidence you have that shows a system issue took place at the time (screenshot etc).

minijojo_2

Thank you for that - I will be getting in touch with CC company (unfortunately each transaction was £99 so don't know if it's covered). Failing that I'll have to take legal advice.

photome

minijojo wrote: »

Thank you for that - I will be getting in touch with CC company (unfortunately each transaction was £99 so don't know if it's covered). Failing that I'll have to take legal advice.

wasnt there a disclaimer on the site warning you not to click the button twice otherwise you may be charged twice?.

will they let you transfer it to the night before ( or after) and have a longer break or another date some other time

Lavendyr

Legal advice over £99? I wouldn't bother...