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Hotels.com & cancellations

Hello MSE-ers, just wondered if anyone had any advice.
My partner booked a hotel in London via hotels.com for us and two friends, but when the email notification came through I noticed that the booking was for a week earlier than we wanted. He has screengrabs of his searches (as he was sending them to our friends to see which hotel they liked) which show the dates we wanted, but at some point during the booking, the dates have jumped to a week earlier - whether this is an IT glitch or human error, I can't say.
When my partner first contacted hotels.com about this, they said that as we had got in touch straight away that it should be ok to just move the booking and they would sort this out. However a few days later they have said that it cannot be moved or refunded, so we will lose the money.
I know they are within their rights to do this as we booked a non-cancellation option, but I just wondered if  anyone had had similar and managed to get it waived as a goodwill gesture, or anything like that? My partner used them a lot last year, so they can see his history as a regular, reliable customer.
Thanks all

Comments

  • I made a 'mistake' like this last year. The Hotels.com advisor kept me on hold whilst he phoned the Hotel - it would appear that it is at the Hotels discretion whether to play ball or not, in my case it was OK. Don't forget that Hotels.com is just an 'introducer' any problems with your accommadation is nothing to do with them.
  • comeandgo
    comeandgo Posts: 5,799 Forumite
    Part of the Furniture 1,000 Posts Name Dropper
    Contact the hotel direct, they may be able to change your dates.  
  • Thank you both, I think he started off by contacting the hotel directly but will check!
  • YIB213
    YIB213 Posts: 26 Forumite
    10 Posts
    Hello MSE-ers, just wondered if anyone had any advice.
    My partner booked a hotel in London via hotels.com for us and two friends, but when the email notification came through I noticed that the booking was for a week earlier than we wanted. He has screengrabs of his searches (as he was sending them to our friends to see which hotel they liked) which show the dates we wanted, but at some point during the booking, the dates have jumped to a week earlier - whether this is an IT glitch or human error, I can't say.
    When my partner first contacted hotels.com about this, they said that as we had got in touch straight away that it should be ok to just move the booking and they would sort this out. However a few days later they have said that it cannot be moved or refunded, so we will lose the money.
    I know they are within their rights to do this as we booked a non-cancellation option, but I just wondered if  anyone had had similar and managed to get it waived as a goodwill gesture, or anything like that? My partner used them a lot last year, so they can see his history as a regular, reliable customer.
    Thanks all
    Yes, as already said above, it is ultimately at the Hotelier's discretion. Hotels.com (Expedia) will do their best to try to liaise as the middle man, but there's only so much they can do and it's ultimately down to the Hotel. The best chance you have if the cancellation policy states it is non-refundable, is to contact the hotel direct asap and explain the situation and see what they might be able to do for you. If they wish, the Hotelier is able to 'waive' whatever fees/policies they have in place, but it is totally up to them so ask as nicely as possible!
  • Thank you YIB213 - he has spoken to the hotel directly and they're the ones standing firm so doesn't look like there is much more we can do, thank you for your help though.
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