Hotel change by travel agent

Mumofthree003

Hi there
I am booked to fly out to Majorca on 14th August this year, due to pandemic the hotel I booked is closed until March 2021. So the online company I am using have changed the hotel without asking me, there is also a price difference of £1703.00 cheaper. I have asked the company to refund the difference back to me, however, they are not answering my emails and you cannot speak to them via the phone. They have been into my booking to change the hotel details but are ignoring my emails to them through my booking email system which is the only way to contact them, not sure what to do? Do I stop my final payment to them to make them contact me? 

Thanks
Sarah

blindman

Mumofthree003 said:

Hi there
I am booked to fly out to Majorca on 14th August this year, due to pandemic the hotel I booked is closed until March 2021. So the online company I am using have changed the hotel without asking me, there is also a price difference of £1703.00 cheaper. I have asked the company to refund the difference back to me, however, they are not answering my emails and you cannot speak to them via the phone. They have been into my booking to change the hotel details but are ignoring my emails to them through my booking email system which is the only way to contact them, not sure what to do? Do I stop my final payment to them to make them contact me? 

Thanks
Sarah

Who is the travel agent?

What are their T&C's re changing hotels?

When is your final payment?
Have you read this guide ?

Mumofthree003

It is On The Beach.
Their T&C’s class a hotel change in the same resort as an insignificant change.
I’m more bothered about the price difference.
Thanks
Sarah

bagand96

As you say the agent's T&Cs will allow them to change your hotel within the same resort, and the same official rating, and class it only as a minor change.

I would get proof of the price difference now. (screenshot).  I'm not sure off the top of my head, but the Package and Linked Travel Arrangements Regulations 2018 might entitle you to a partial refund if they change your arrangements to something of a lower value.  I know this is easier said than done, but get in touch with OTB and ask the question and see what they say.  

You could also potentially argue that given the replacement hotel is significantly cheaper, then the holiday has significantly changed.  Again I'm not sure how successful or not those arguments may be.  One thing they might say is that holiday prices are dynamic and change daily.  Might be worth reading up on the regulations, also have a look at Which? and ABTA guidance.

Mumofthree003

Great thank you will do.

eskbanker

bagand96 said:

I would get proof of the price difference now. (screenshot).  I'm not sure off the top of my head, but the Package and Linked Travel Arrangements Regulations 2018 might entitle you to a partial refund if they change your arrangements to something of a lower value.

Yes, it's regulation 11 (changes imposed by supplier), within which it states:

(7) Where—

(a) the changes to the package travel contract referred to in paragraph (3), or

(b) the substitute package referred to in paragraph (6),

result in a package of lower quality or cost, the traveller is entitled to an appropriate price reduction.

bagand96

eskbanker said:

bagand96 said:

I would get proof of the price difference now. (screenshot).  I'm not sure off the top of my head, but the Package and Linked Travel Arrangements Regulations 2018 might entitle you to a partial refund if they change your arrangements to something of a lower value.

Yes, it's regulation 11 (changes imposed by supplier), within which it states:

(7) Where—

(a) the changes to the package travel contract referred to in paragraph (3), or

(b) the substitute package referred to in paragraph (6),

result in a package of lower quality or cost, the traveller is entitled to an appropriate price reduction.

Great.  I was sure something was in there along those lines!