Hotel confirmation invalid

NarinderJD

Hi,
I need some advice pls. I booked a hotel through an online agent, I received confirmation of my hotel booking and the vouchers, which detailed my booking. The agent charged my credit card.
On arrival at the resort, I was told that my booking was not confirmed and that the hotel had informed the agent that they could not accommodate my family. The agent did not tell me this, when I rang the out of office number for the agent I was told to book another hotel and they would get back to me, still telling me my hotel was confirmed.
The original hotel turned me away I booked somewhere else which was more costly!
On my return to UK I contact CR sent them all my details and costs, 3 weeks on I still haven’t received my refund, I have in writing that I would be refunded. CR keep telling me that it’s a supplier issue and that the supplier is investigating!
What are my rights? I keep chasing but still nothing.
Any advice would be gratefully received.

newuser86

Any more details, company? Hotel?

Westin

Who is CR?

newuser86

Westin wrote: »

Who is CR?

I think this may be customer relations..........its all very mysterious!

NarinderJD

Still no news, the agent I booked through is called Destination 2, hotel was The Doubletree Marjan Island. I don’t know who this middle person is “the supplier”.

CR - customer relations.
Sorry first time on forum, so pls forgive the slow responses

Westin

NarinderJD wrote: »

Still no news, the agent I booked through is called Destination 2, hotel was The Doubletree Marjan Island. I don’t know who this middle person is “the supplier”.

CR - customer relations.
Sorry first time on forum, so pls forgive the slow responses

I doubt that Destination2 would have a direct contract with the Doubletree Marjan for the supply of rooms. They will buy the rooms via a bedbank, receptive or ground agent. This is who they reference as the Supplier. They will have contacted this third party to find out what has happened in your case and this can take a while for a response.

You should however not be out of pocket and I would expect a refund on the cost of the new accommodation that you had to spend plus any costs for transfers to it.

NarinderJD

Thank you for your response. I agree I shouldn!!!8217;t be out of pocket! I!!!8217;ve taken this up with my credit card company as well now. Still haven!!!8217;t heard from the agent! Nearly 4 weeks on !!!55357;!!!56865;