Unexpected Charges

Diesel04

Wondering what my rights are given the scenario below:
Booked a hen weekend, had to change dates due to unforeseen circumstances, company we're understanding and confirmed (in writing) that new dates were available, accommodation was same standard and there were no additional costs. This was then relayed to all the Hen party!
Company now turned around and said unfortunately they didn't realise what accommodation we had booked and now the only one available is £23pp extra (over £300!) can the company do this when we have it in writing booking could be changed and no additional charges applied????
Thanks

Aylesbury_Duck

If it was a genuine mistake, yes they can. After all, they have helped you out by allowing you to change dates. I expect the "additional charges" refer to admin costs, etc. whereas your new dates are perhaps naturally more expensive.

Otherwise, we could all book cheap dates then switch to peak dates for no extra money.

Diesel04

Thanks
The charge is because the only apartment they have available is for 12 people and will be under occupied due to our group size, they are therefore wanting to charge us the difference.
We did ask the company twice whether additional charges would apply before we booked the new dates and we're told no.

hollydays

One option they might favour is you cancelling altogether. Do you want that?

ThumbRemote

Aylesbury_Duck wrote: »

If it was a genuine mistake, yes they can. After all, they have helped you out by allowing you to change dates. I expect the "additional charges" refer to admin costs, etc. whereas your new dates are perhaps naturally more expensive.

Otherwise, we could all book cheap dates then switch to peak dates for no extra money.

Come off it, you don't agree something like that in writing then demand more money later.

If it was an obvious mistake the consumer had taken advantage of, then maybe the retailer would have some rights. However it was so un-obvious the company confirmed this was correct twice.

Diesel04 - tell them that they've agreed the change, and you've amended travel arrangements to this now. Give them the opportunity to keep the booking as agreed, or to cancel and give you a full refund.

Aylesbury_Duck

ThumbRemote wrote: »

Come off it, you don't agree something like that in writing then demand more money later.

If it was an obvious mistake the consumer had taken advantage of, then maybe the retailer would have some rights. However it was so un-obvious the company confirmed this was correct twice.

Diesel04 - tell them that they've agreed the change, and you've amended travel arrangements to this now. Give them the opportunity to keep the booking as agreed, or to cancel and give you a full refund.

I see your point but there is of course a risk that if OP pushes too hard, the company might simply cancel their booking if they think they can resell the larger apartment. Assuming their terms allow that of course.

I think it falls into the category of genuine mistake, which mirrors the OP's genuine need to switch dates, which the company were helpful in accommodating. The company appears to be a reasonable one so if OP is assertive and diplomatic, they might get the larger apartment at the same price, but if they go in all guns blazing and demanding, the company might not be so amenable (again). As to the idea of OP cancelling the whole thing, she needs to check the terms to see what her costs might be in that case.

DoaM

For it to be a genuine mistake they would have had to advise the consumer of this at the first opportunity a person was able to review the contract/booking. The fact that a person confirmed the original pricing TWICE takes this away from a genuine (and clear and obvious - this is important) pricing error.