Hotel late arrival and non cancel bookings

spoeksy61442

Hi,

I made a hotels.com reservation for 3 nights at the the no cancellation price. The 3 days had individual pricing. We were driving to the hotel and plans changed and we arrived late on day 2 of the booking.  The changes were our fault and not the kind of thing that counts as delay under insurance etc. . The hotel had cancelled the whole booking for 'no show'. The hotel booked us in and charged my credit card again for additional nights. I disputed this with the hotel as I had already paid. They said they'd sort it out but nothing has been done.  I'd take the dispute up with hotels.com but I accept my booking with them could not be changed.  The problem I have is with the hotels policy of requesting to be paid twice by the same person for a room on the same night.

It seems unfair to take a booking for 3 nights, not permit cancellation or refund for alterations but to refuse to provide the accommodation when I joined them late. 
Does anyone know the contractual position for a last arrival?

Fosterdog

You shouldn't have to pay twice, either they gave away your room to another guest and should refund you (minus a small admin fee) for the first booking, or they should allow you to stay in the room you booked and paid for originally. If the former then you would be liable for any additional charges if the room price had increased or if you had to stay in a more expensive room.

Did you at any point contact the hotel to explain that you would be late arriving?

garth549

Did you let them know?  Their T&Cs may state you have to contact them if your plans change and you'll arrive after the first day of your booking.  But even then that may well be considered an unfair term in a consumer contract.  I think a judge would take a very dim view of them being able to cancel for example a 7 day holiday and keep your money just because you failed to turn up on day 1.

I'd write a letter of complaint stating that you expect to refunded in full for the additional expense.  Threaten a county court claim if they don't comply.  See what their response is and go from there.

davidmcn

You haven't told us which country the hotel is in, which may also be relevant.

the_lunatic_is_in_my_head

Assuming UK I would write to the hotel and advise they've been paid twice for the same booking and advise if they don't refund within 14 days that you will recall the payment with your card provider.