HotelGift.com

Capyboppy

A dear friend bought us a voucher over 2 years ago for our 30th wedding anniversary. After a load of hassle and delays because of Covid, we finally was able to book 1st February 2021 for last night 15/11/21 so we could celebrate our daughter’s  birthday.  

On arrival the hotel knew nothing about the booking but allowed us to stay as they had room. This morning when checking out they told us they had emailed the company as they needed payment and had no reply. They then said (nicely)for my credit card details as security while it was sorted out. I refused saying our contract was with Hotelgifts.com as we had redeemed the voucher with them and also paid the small top up. They did not say last night they would need my card details for security if they did t get paid. I stood my ground but said I would work with them in every way possible to help them get their money for the booking. They told me this had happened several times with other customers.

 We were very tired due to existing long term health issues plus my husband’s age and I got quite upset over this. In the end the manager agreed to persevere trying to get a reply from the company (they had emailed 3 times since last night). I have also emailed them via their ‘contact us’ web form, plus an email I managed to find from other complaints. 

At first the hotel said I would have to get a refund from the company for the voucher and send them the money. I said because we had fulfilled our part of the contract with Hotelgifts.com, the onus was on themselves to chase them up. All this has been very upsetting for what should have been a lovely trip and experience even though over 300 miles from home. 

Any further advice appreciated. 

UPDATE: following my post I received emails to the effect Hotelgifts have now paid the hotel. Apparently Hotelgifts use a third party to pay hotels and this wasn’t done!  Incidentally, there was no phone number for Hotelgifts either that says it all. 

JJ_Egan

Gift cards consumer rights tend to belong to the purchaser .