Mislead by Hotels.com - who to take it up with?

tag30

If anyone has any advice on who to speak to i would really appreciate it.



Last wednesday, i booked a hotel for a week in corfu via Hotels.com for my family. The hotel description sounded fine. it was in Kavos, corfu but the link to the 5* trip advisor reviews said it was far enough away from the main area and very quiet. So i booked it on a rate that was nonrefundable using a debit card



10 minutes later my husband said that hotel has a nightclub in it. He was looking at Booking.com at the same hotel but with different reviews


Turns out, the Hotels.com website hasnt mentioned that there is a nightclub within the hotel and the link they provide to the reviews, takes you to a different hotel (both with the same name in corfu but completely different hotels)
I contacted Hotels.com immediately to explain this and after many phone calls and emails later they have said there is no site error and the booking is non refundable.


Ive contacted my bank who have said they will try and get the money back using chargeback but no guarantees and could take months.


I have 3 children and cannot imagine staying in this hotel. im so upset and frustrated with it all now. i have one week of annual leave and have saved up just enough for a family holiday that i want to enjoy it not dread it. Surely there is a way this can be sorted out?

Pollycat

What do the reviews say about the nightclub?
Do you get noise?
Maybe it's sound-proofed and won't be intrusive.

bradders1983

Talk about an overreaction, the "nightclub" may be in a basement, and fully soundproofed, and not open every night (or at all).

Which hotel is it?

tag30

Overreaction!? the nightclub is open until 9am and the reviews on booking.com state the hotel is good for those who like to party. Its smack bang in the middle of Kavos strip. subsequent photos show there are lazers, strip lights and open air dancing. Its not just some underground disco area. I wanted a week in the sun to relax not share a pool with a load of 18 year olds who just want to drink all day.

bradders1983

Can you post the Hotels.com link please?

tag30

https://uk.hotels.com/ho1090068736/olive-grove-beachfront-corfu-greece/


compared to booking.com website



https://www.booking.com/hotel/gr/kavos-beachfront-apartments.en-gb.html#tab-main

k3lvc

Unfortunately the way of sorting it out is to take the hit and not travel - omitting the fact that there's a nightclub is not misleading in itself and much as you'll disagree there'll be a caveat that they have no control over 3rd party links (thie original link may have pointed to the correct hotel and been changed by Tripadvisor)


Harsh though it may seem it's a case of caveat emptor and a bit more research would have avoided this. I can't see you getting anywhere with a chargeback at this stage.


Why not invest a few £££ on some earplugs and enjoy the experience

Ganga

Well 5 mins spent on tripadvisor would have told you not to anywhere near this place unless you were there to party,party,party.
Also why anyone would want to take a young family to Kavos is beyond belief.

bradders1983

tag30 wrote: »

https://uk.hotels.com/ho1090068736/olive-grove-beachfront-corfu-greece/

Olive Grove Beachfront’s small print
Also known as
Kavos Beachfront Apartments Corfu
Kavos Beachfront Apartments
Kavos Beachfront Corfu
Olive Grove Beachfront Corfu
Corfu Olive Grove Beachfront Aparthotel
Olive Grove Beachfront Aparthotel Corfu
Olive Grove Beachfront Aparthotel
Aparthotel Olive Grove Beachfront Corfu
Aparthotel Olive Grove Beachfront

Noise-free guestrooms cannot be guaranteed.

tag30

i wanted to be on the outskirts as i have older teens who might like to go into the main area for a night or two but well away from it for myself and the younger ones. the hotel i wanted was called olive grove resort which is further away than this one and is the one the reviews are about.


I came on here to ask whether there was an ombudsman or similar i could take my case to and im quite suprised at the lack of compassion to be honest. Yes i should have probably looked into a bit more but i usually am happy to go on the basis of trip advisor reviews and on face value, the hotels.com website didnt given me anything to worry about.


I have saved up for ages for this holiday and cannot afford to pay out twice but also cant bear the thought have taking my kids to an 18-30s type hotel. i contacted hotels.com within minutes of this booking asking if they could just transfer my booking to a different hotel but have declined, even initially telling me i was wrong about there being a nightclub within the hotel.

tag30

ive since seen that but who reads the small print a the bottom of the page really? and the fact youve highlighted it in pink, makes it much more obvious........if only hotels.com had made it stand out as much as you have