Room service ordering app charging error

Nickistrou

I recently stayed in a hotel which due to current restrictions was offering room service only through an online ordering portal. I was charged differently to the price advertised on the app and when I questioned the hotel they said there was a bug in the app but that the price I was charged was correct and they are not willing to do anything about this. 

Is this even legal? 

casper_gutman

Sounds wrong to me. Perhaps speak to your card provider about a chargeback if you don't get anywhere with the hotel?

I'm not sure this is the right area of the site for this query, by the way....

eddddy

So you're saying that...

• you were told a price for something (via the app),
• so you ordered it expecting it to be the price that you were told
• sometime after the item was delivered, you were charged more than the price stated in the app

If so, that sounds like a breach of contract - by whoever you had a contract with.


I guess you'd need to check the t&cs of the app to see who your contract is with. I guess the contract could have been with the hotel, with the app provider (e.g. a food delivery company), or with the people who provided the food (e.g. a 3rd party restaurant).


Could it have been that the hotel were telling you that they couldn't do anything because the app was provided by a 3rd party, and your contract was with a 3rd party? So you need to contact the 3rd party?



As above, you could try the chargeback route. But maybe if you contact whoever you paid (and/or had a contract with), they might issue an appropriate refund without any hassle.

ciderboy2009

OP - was the pricing error obvious (ie: 10p instead of £10)?

born_again

casper_gutman said:

Sounds wrong to me. Perhaps speak to your card provider about a chargeback if you don't get anywhere with the hotel?

I'm not sure this is the right area of the site for this query, by the way....

So long as you can prove (will need to be in print) the amount due against the amount paid.

pinkshoes

How much are we talking about here?

If it was an obvious mistake e.g. delivered steak meal for £2 instead of £20, then I doubt you have a case as this was clearly an error.

If we are talking a few £1s more for each item then how much you were over-charged will depend on whether it is worth your time chasing, or just leave them a factual review stating that they refused to refund their over-charged service.