Mis-sold hotel room through LastMinute.com - what can I do about it?

BraXzy

I booked a hotel in Paris last month through LastMinute.com for a stay at the end of this month. I got what I thought was a very good deal so I emailed the hotel directly ahead of time to confirm all the details, it turns out what I've been told I'm getting is not what has been booked with the hotel...

The hotel has two types of rooms, a 'Legend' (a standard double room), and a 'Dream Catcher Suite' (a bigger luxury suite).

The listing, and my booking confirmation both labelled the room I was paying for as a 'Double dream catcher'. It didn't say suite, but the only thing referred to by that very specific name is the suite, so I don't see how it could be considered anything else. The hotel responded to me and said that the booking was made for the standard Legend room. The booking information they forwarded was from Agoda.com so the LastMinute.com booking went through at least one other 3rd party before reaching the hotel itself...

I contacted LastMinute.com (through their terrible phone only customer support) and repeatedly got told the same information that everything was fine on their end and I definitely had a "double dream catcher" because they'd checked with their team blah blah blah, I didn't get anywhere with them.

Now it wouldn't be too big of a deal if it wasn't for the fact that I did in fact pay a premium rate. At the time, most sites were offering the Legend room for £300 ish and the Dream Catcher Suite for £650 ish. I figured I'd landed a lucky bargain with a cost of £475 in the middle.

What if any action can I take to at the least get back some of my money, if not force them to pay for the superior room? I have no idea what consumer rights I have and what it would cover in a situation like this. Thank you (and sorry for the wall of text)!

Fosterdog

It doesn't matter so much what they choose to name the rooms but more that the facilities match the description, was the description of the room you purchased that of a suite or that of a standard room? What did the photos show?

hollydays

I personally would tell last minute you want them to contact the hotel and clarify.

BraXzy

Fosterdog said:

It doesn't matter so much what they choose to name the rooms but more that the facilities match the description, was the description of the room you purchased that of a suite or that of a standard room? What did the photos show?

I'm almost certain that on the listing at the time it also specified the rooms metre sq size which matched up with the larger suite. But both my booking on the account area and the confirmation email have absolute bare bones information listed - their site is useless.

I'm going to try and ring them again and get someone more competent to complain to.

Oh and as for photos it's hard to remember but I think the listing (because it was one page with a bunch of room choices) showed photos for both types of rooms. Again, I can't be 100% sure

peachyprice

The two room types look very different, surely you can remember whether the room you booked was gold and white or blue and grey?
https://legendhotelparis.com/en/rooms.html

BraXzy

peachyprice said:

The two room types look very different, surely you can remember whether the room you booked was gold and white or blue and grey?

As I said, the rooms didn't have separate pages. It was a general listing for the hotel, with a bunch of different rooms to choose from. In fact, I just managed to find how it looked... It looks like I'd been referred through TripAdvisor, to a page that isn't the same as going direct. Here is how it looks when you search with LastMinute directly:

Here's a replica of how it looked for me when I booked (after clicking through from TripAdvisor - note the other weirdly named listings including "Room"):

It says 35sqm compared to the Legend (double): 

hollydays

I'm none the wiser. They also have room called a legend double deluxe. The dream catcher suite has a huge dream Catcher above the bed and a log fire . Those photos don't look anything like it.