Hotel failed to deliver extras paid for. Compensation advise please

rachel_green

Thanks for comments

Greta_Sharbo

Which hotel? I might book and hope something goes wrong if that's how they resolve issues. A great offer.

NCC-1707

Bite their hand off ASAP!

rachel_green

Thanks for comments

NCC-1707

rachel_green wrote: »

I do agree it is quite a good offer in monetary terms but unfortunately it is not a local hotel to us, so Sunday lunch would require an hour and a half journey time each way.

Hence my request for something of similar value, and of more value to the hotel, considering the guests will want to eat and drink while there and perhaps use the leisure facilities and spa.

An hour and half each way is a lot of people's daily commute time. Whoever uses the offer should just make a day of it. Be aware they can withdraw the offer if you push too far.

stuartJo1989

I'm a bit thrown with the fact that you said the room upgrade was free! "there was no charge for this to me."

Sounds like you've got some sort of loyalty scheme ("perks") going on there, which would be a cheap !!! way of gifting someone!

That aside, I must enquire as to whether the other things were also perks?

If not (and you had paid for them), you should be able to take the company to court as they breached the contract (for the extras) in that they didn't provide you with the items/service requested. This results in a full refund if you win, assuming that you do not consider the proposed goodwill gesture as a viable option.

If so, you'd have to refer to the Ts and Cs of whatever perk card etc that you have.

rachel_green

Thanks for comments although calling me cheap is rude.

unholyangel

OP the difficulty here is that normally you'd be limited to actual losses. Now in certain types of contract, you can claim for disappointment/stress where the purpose of the contract is to provide relaxation/peace but I'm not sure how that would work in your particular situation given:
1) The main subject of the contract might have been for relaxation but it was provided - along with an upgrade FOC. It was the additional service (additional to the suppliers main obligation) that was not provided and that wasn't strictly for relaxation.
2) The purpose of the contract was to provide relaxation to someone else, someone else who had no idea about the extras and therefore couldn't have been disappointed by their absence.

Even if it did count and a claim for disappointment was allowed, I would expect it to be a relatively minor amount compared to what has been offered.

By all means point out how they might make money from the hotel stay option or perhaps ask for a discounted stay rather than a free one. But as other posters said, be aware that pushing might result in them withdrawing the free meal offer.

peachyprice

I think their offer of a refund and Sunday lunch is reasonable.

You get the refund for the goods your friend didn't receive and didn't miss because she didn't know they had been ordered and she gets a nice Sunday lunch as her gift instead, which is of greater value than the 'extras' you'd ordered anyway.

If you push for an overnight stay you would be putting your friend in a worse position as she would then have meals and breakfast to pay for herself and she would be re-visiting a hotel she's only just stayed in, not much of a treat really.

As for 'great personal effort to arrange this', really? Didn't you just phone them, ask for the extras and give your credit card details?

Diamandis

I think they've been really generous here. You can obviously ask for what you like but they can say no. An £80 meal for free is good, though.

pmduk

You've been offered far more than you're entitled to. Accept it graciously and don't be greedy.