Hotels.com misadvertised room

[Deleted User]

Hi everyone, i need some advice. I booked a week in the Lake District a few weeks back via Hotels.com. I booked a room with a King sized bed, advertised as an Executive King Room, which was why I booked the room in the first place. On arrival at the hotel, I was told that they don't have rooms that have King Sized beds. I was told by staff that Hotels.com have done this before. I was given an adequate room but that isn't the point. Hotels.com are advertising rooms that do not exist as described. The hotel won't accept any responsibility and Hotels.com continue to wash their hands of the matter and blame the hotel. Its now a matter of principal - surely this isn't legal? I'm completely stuck as to what to do next. HOTELS.COM agents wouldn't even pass me an address to raise a complaint further. Anyone have advice?!

y3sitsm3

I'd have thought it was the hotel that list their rooms on Hotels.com and ultimately their responsibility.

Sounds more like someone made a mistake with the listings rather than Hotels.com changing their listings to King-sized for no apparent reason.

[Deleted User]

Thanks. The hotel said that they have told hotels.com and admitted this happens regularly. What's annoying is that no-one is accepting responsibility 

born_again

Surely it is the Hotel that place the add. Not something that Hotels.com would alter.

Have you got a link to the hotel?

King sized bed, advertised as an Executive King Room. Were you thinking that as it said "King" that it referred to the bed?

jon81uk

Hotels.com is part of Expedia and it is up to the hotel to get themselves listed on hotels.com and I assume provide all the relevant information.
However if they set up the room type correctly as for example a large double room and Expedia/Hotels.com change it to Executive King as they want to give a generic room type then it would be up the hotel to fix it and work with Expedia to correct the listing I expect.

But if you got a room of the value, ie if you paid for a large room and got a large room I'm not sure if a refund is due, but you do want the hotel to acknowledge they are advertising correctly.

[Deleted User]

I have the screen capture of my hotels.com booking history that reads Exective Room - 1 King size bed. The hotel is the Swan at Grassmere but doesn't seem to take bookings off Hotels.com currently !

[Deleted User]

Absolutely. It's not the money. It's the fact that I paid for a product and on "collecting" the product it was not as advertised. Its the fact that all the doors have shut on me and I'm told that this is the way it is. Admittedly this is a first world problem !

jon81uk

pickjp said:

I have the screen capture of my hotels.com booking history that reads Exective Room - 1 King size bed. The hotel is the Swan at Grassmere but doesn't seem to take bookings off Hotels.com currently !

It is still listed on Expedia The Swan at Grasmere (Ambleside) – 2021 Updated Prices | Expedia.co.uk

But interestingly the pubs own website implies all double rooms have king beds!
"We have a range of cosy double rooms, equipped with a king size bed, an en suite and a wide range of facilities. These rooms provide the perfect place to rest your head for a good nights sleep!" from Grasmere Accommodation: The Swan | The Inn Collection Group

Andy_L

jon81uk said:

pickjp said:

I have the screen capture of my hotels.com booking history that reads Exective Room - 1 King size bed. The hotel is the Swan at Grassmere but doesn't seem to take bookings off Hotels.com currently !

It is still listed on Expedia The Swan at Grasmere (Ambleside) – 2021 Updated Prices | Expedia.co.uk

But interestingly the pubs own website implies all double rooms have king beds!
"We have a range of cosy double rooms, equipped with a king size bed, an en suite and a wide range of facilities. These rooms provide the perfect place to rest your head for a good nights sleep!" from Grasmere Accommodation: The Swan | The Inn Collection Group

and if you start to make a booking
"Executive Double Room

Capacity:

Larger room with King Sized bed, ensuite bathroom, tea & coffee tray, flatscreen TV"

[Deleted User]

Thanks Jon and Andy , I will continue in my endeavours but I'm not hopeful!

y3sitsm3

Andy_L said:

jon81uk said:

pickjp said:

I have the screen capture of my hotels.com booking history that reads Exective Room - 1 King size bed. The hotel is the Swan at Grassmere but doesn't seem to take bookings off Hotels.com currently !

It is still listed on Expedia The Swan at Grasmere (Ambleside) – 2021 Updated Prices | Expedia.co.uk

But interestingly the pubs own website implies all double rooms have king beds!
"We have a range of cosy double rooms, equipped with a king size bed, an en suite and a wide range of facilities. These rooms provide the perfect place to rest your head for a good nights sleep!" from Grasmere Accommodation: The Swan | The Inn Collection Group

and if you start to make a booking
"Executive Double Room

Capacity:

Larger room with King Sized bed, ensuite bathroom, tea & coffee tray, flatscreen TV"

Yep.  Oops.

Sounds like someone has been telling you porkies OP, and it's not hotels.com