Hotels.com misadvertised room

jimbo6977

Does this boil down to an argument as to what the dimensions of a KS bed should be?

Sandtree

pickjp said:

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?!

Interestingly their own website states they have King beds.

What size bed did the room have? And are you considering UK or US sizing?

Almost all hotel rooms I've ever stayed in are king size if one bed or two doubles if two beds. Obviously things get confusing because what the UK calls a King in the US is called a Queen and they have a larger bed thats a bigger than a UK Super King which they call a King.

y3sitsm3

Sandtree said:

pickjp said:

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?!

Interestingly their own website states they have King beds.

What size bed did the room have? And are you considering UK or US sizing?

Almost all hotel rooms I've ever stayed in are king size if one bed or two doubles if two beds. Obviously things get confusing because what the UK calls a King in the US is called a Queen and they have a larger bed thats a bigger than a UK Super King which they call a King.

But the hotel themselves said they don't have king-sized beds, but then advertise on their own site that they do and are claiming hotels.com are at fault for them being listed as king-sized too.

I'm not sure it's relevant what size they actually are.  Perhaps if the OP had complained and they'd said "well that's a king" then fair enough. But they didn't, they've claimed the ad is incorrect.  And that may be the case, but it appears to be because they've screwed up their listings, not hotels.com

born_again

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 !

The Swan at Grasmere

3-star

https://uk.hotels.com/ho309168/the-swan-at-grasmere-ambleside-united-kingdom

ThumbRemote

It may help to tell the hotel exactly what resolution you want. Presumably a proportional refund - decide on a number, and ask for that. 

ThumbRemote

born_again 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 !

The Swan at Grasmere

3-star

https://uk.hotels.com/ho309168/the-swan-at-grasmere-ambleside-united-kingdom

If you look through those pictures, picture 30 (executive double room, 1 king bed) clearly has a wider bed than pictures 25, 29 and 31 (assuming the pillows are the same width in each - there's more gap around the pillows in picture 30. 

So which bed did the OP get?