Hotel reservation cancellation

Matt305

Just wondering if anyone had any advice.

I wanted to book a room at an Ibis hotel in Berlin. I checked the name of the hotel with a friend whilst I looked it up on the Accor Hotels app. It can up and I booked, using the non-flexible rate.

Turns out I’d actually booked the “Ibis budget Hotel Berlin Kurfürstendamm” which is next door to the “Ibis Hotel Berlin Kurfürstendamm”. Both have the same street address and, both bring Ibis, almost the same logo in the app.

Luckily we noticed immediately and I clicked cancel and it said “reservation cancelled”. I went to the correct hotel and made the same booking for the Ibis next door. This all happened within minutes.

My problem, which is heartbreaking, is that Ibis have refused to refund the first reservation, despite accepting that the rooms are cancelled (and can therefore be re-sold) and despite the fact I booked at the Ibis next door for the same dates and for more money.

I emailed Accor and they’ve refused to budge. I can’t believe they’d be so cruel. This was simple hotel name confusion between extremely similar places and it happened all on the app within moments. Is there anything I can do. The current bill on my credit card is crippling without a refund of the first booking.

jpsartre

I can see how you got the two properties confused but I don't understand why you would cancel and expect to get a refund on a non-refundable booking? At the very least you should have phoned the hotel to discuss the options.

bradders1983

jpsartre wrote: »

I can see how you got the two properties confused but I don't understand why you would cancel and expect to get a refund on a non-refundable booking? At the very least you should have phoned the hotel to discuss the options.

...and done this before booking the second one.

Matt305

We just didn't realise the booking was non-refundable, so when I clicked "cancel" and I said "cancellation accepted" we didn't realise there was any problem so just went and booked the same in the next door hotel.



Our mistake, quite right, but given the circumstances I'm really stunned that Ibis intend to keep the money, re-sell those original rooms, and then obviously keep the second booking.


I called the hotel the day after and they indicated it wouldn't be a problem providing I emailed the request, which I've done, but the only reply has been from Accor corporately to say that won't refund.

comeandgo

Matt305 wrote: »

We just didn't realise the booking was non-refundable, so when I clicked "cancel" and I said "cancellation accepted" we didn't realise there was any problem so just went and booked the same in the next door hotel.



Our mistake, quite right, but given the circumstances I'm really stunned that Ibis intend to keep the money, re-sell those original rooms, and then obviously keep the second booking.


I called the hotel the day after and they indicated it wouldn't be a problem providing I emailed the request, which I've done, but the only reply has been from Accor corporately to say that won't refund.

Did you take the name of the staff member who said you'd get a refund? I'd phone them and explain you have been refused a refund. The cheaper brands of hotel are usually the ones that have no refunds on cancellation, one of the reasons they are cheaper.

Matt305

I did't take their name, no, but I have the number so going to ring them again this morning.



I understand the principle of selling non-redundable rooms at cheap rates and I agree that, technically, they probably can refuse this refund. But it wasn't that we ever intended to bag a cheap room then cancel later or anything, it was simply a mistake between almost identitical hotels, and we've now spent the best of 2000 EUR for near-identical bookings between neighbouring hotels of the same chain!

jpsartre

Matt305 wrote: »

We just didn't realise the booking was non-refundable

Sorry for being blunt but then you should have checked before cancelling.

Matt305

I should, quite right. Sorry for being blunt but I'm not really here for retrospective criticism - I'm asking for constructive advice going forward. People make mistake sometimes and in the circumstances I've explained I can imagine that other people may have cocked up too.



I've just called the hotel again and, ironically it turns out that both hotels have the same phone number as well as address. I've explained the sitution again and fingers crossed a bit of humanity and ethics might just help me out here, rather than absolute adherence to the rules.

[Deleted User]

Matt305 wrote: »

I can’t believe they’d be so cruel.

I'm pretty sure cruelty doesn't come into it.

Please your case nicely and there's an outside chance you may get somewhere, but be prepared to accept it as a costly lesson.

Matt305

There's a lesson learned either way I think, just hope I don't need that reinforcing with 1000 euros. I've been really polite so short of begging I'm down to their good will now.



Fingers crossed though. I do use this chain a lot, especially through work trips, so I suppose, depending on the outcome, I my be chosing to stay elsewhere.

baza52

can you not cancel the 2nd booking and just use the first one as its next door. seems a lot less hassle