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

budgetflyer

If the TripAdvisor ratings and reviews on the hotels.com page are for a different place then I can understand why you are upset and feel conned. I would want a refund too. If the bank won't do a chargeback then you may have to go down the small claims court route.

koalakoala

tag30 wrote: »

there are hotels that are not party party and the olive grove resort was one of them. not olive grove beachfront. I know exactly was Kavos is like but was trying to strike a balance of keeping older and younger children happy on holiday.

Some people on this thread get too much enjoyment out of ridiculing people and i think that says a lot more about them than they realise.
Thanks again to the constructive replies.

So did you book the Olive Grove resort or the Olive Grove beachfront?

Potbellypig

You'll be fine. Take it in turns with you and your partner to look after the kid and go and get smashed with your older 2. YOLO!

cubegame

I hope you proper kick off if the hotel has the temerity to not have an olive grove.

philip1988

I do have some sympathy for the op, yes she should have done more research before booking however there are errors on the hotel.com website that they should take responsibility for.

When you click on the trip advisor link on their site it takes you to a page produced by hotels.com wither the heading Olive Grove Beachfront, further down it says Trip advisor reviews for Olive Grove Resort followed by reviews for the latter hotel. It is only when you get to the bottom of the page do you have a link to the official trip advisor website.

Whilst the op should have noticed the different names, hotel.com have clearly linked the wrong reviews to the beachfront hotel

Certainly you need to ask for their complaints procedure as there is clearly misrepresentation, I might be wrong but don’t think hotels.com are a uk company so trying to force the issue for a refund might be difficult, however can you appeal to their better nature to change hotels without changing an admin fee, though the resort hotel might cost more.

Sharon87

I can't see any errors on either website. Whenever I book a hotel I do extensive research first! Especially if you take kids you need to do some research.

When you spoke to hotels.com did you speak to them politely on the phone or go in all demanding? (not saying you didn't be polite, but some people just aren't polite on the phone!) i usually find their customer service ok when you're asking them nicely.

I have managed to get refunds from non refundable rooms. Sometimes they'll charge you the first night only for non refundable rooms - have you asked about this? Hotels.com act like an agent for the hotel, so it depends on what the hotel/apartments say in regards to the refund. It's not hotels.com's fault they can't refund - it's the hotels. I would phone them back and ask again - even if they only charge one night.

Little tip for future - book a free cancellation room - this particular hotel is £10 a night more, which is a small price to pay for piece of mind if you change your mind or can't go for any reason - sometimes it's a lot more, but most are usually a tenner more than the non refundable rate.