Hotel complaint

ConsumerPSW

It's a shame I can't post photos, it's truly shocking. I'm in contact with booking, but I know that's not going to be any help. I've got a letter ready to send to the Hotel but not holding my breath.

nickcc

Pushing two singles together to make up a double seems to be common practice so doubt you'll have any joy complaining about that.

ConsumerPSW

ConsumerPSW wrote: »

The Colonade Hotel

I know, I think it was just the expectation of booking a suite and ending up with, what I would assume was a basic twin room. If the rest of the hotel wasn't such a state I'm sure you could live with it.

davidmcn

ConsumerPSW wrote: »

It's a shame I can't post photos

You can, you just need to obscure links so they aren't automatically detected as being links e.g. put in spaces.

photome

reviews are awful, did you/he not check the reviews before booking?


I doubt you will get anywhere complaining, has he left his review, at least that will help others

CKhalvashi

nickcc wrote: »

Pushing two singles together to make up a double seems to be common practice so doubt you'll have any joy complaining about that.

We've done this in several places. It's always been clear when booking that this would be the case though (except a lovely hotel owner in Riga let us into a double room despite only a twin being available on the site, not sure of the reasons but it suited us and them). If not, I'd say there may be a claim.

Regarding the hotel, Booking are acting as an agent for the hotel. If your son paid Booking direct by card, I'd argue that his contract is with Booking, theirs is with the hotel, therefore the responsibility falls onto Booking for sorting this out.

If your son paid the hotel direct and Booking paid their commission, it'd be easier for them to argue that Booking aren't a party to the transaction.

At best, they're likely to get a partial refund, possibly as a voucher. On a side note we use Booking regularly for accommodation (falling back to other options if we can't find anything that suits) and have never had a problem, which means the majority of accommodation is to a decent standard.

ConsumerPSW

The reviews are awful, I did ask him if he checked the reviews and he said "the first two he saw were ok" 🤦🏻!♂️ to be fair when I checked yesterday the first two showing from September didn't seem that bad, not great but definitely not describing the state of things now.

nickcc

ConsumerPSW wrote: »

The reviews are awful, I did ask him if he checked the reviews and he said "the first two he saw were ok" 🤦🏻!♂️ to be fair when I checked yesterday the first two showing from September didn't seem that bad, not great but definitely not describing the state of things now.

As you state the bad reviews certainly overshadowed the good ones, don't think I'd ever want to stay there.