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Prague hotel closed on arrival

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Horlicks1950
Horlicks1950 Posts: 3 Newbie
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Booked for Prague Christmas Market with Broadway Travel but still went on December 6th despite Market closed.  Arrived at Hotel to find it CLOSED.  Whilst standing in the street in the cold we contacted Broadway Travel who eventually found the 3 of us another hotel after 2.5 hours but we had to pay another £713 for it.  We emailed Broadway Travel on 7th to make a complaint and received an acknowledgment email back.  On our return, we emailed a longer and strongly worded email to Broadway Travel and have had an acknowledgment stating that they will investigate and reply when that has been done.  

On the Tuesday 7th December, the Booking.com website showed that the hotel was closed so why didn't Broadway Travel know and notify us before we went.

Where do we stand with this?

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  • lisyloo
    lisyloo Posts: 29,708 Forumite
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    Did broadway authorise the extra spend?
    what exactly was agreed?

    if they authorised/instructed it then I’d say they are liable. It doesn’t sound like it’s been long though, what date was the acknowledgement?
  • Westin
    Westin Posts: 6,004 Forumite
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    The board guide/mod might consider moving your post to a more appropriate board so you can get more opinions. @heatherw_01
  • Alan_Bowen
    Alan_Bowen Posts: 4,861 Forumite
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    It sounds like a package holiday, check your ATOL Certificate in the bottom right-hand corner, in which case the organiser Broadway should have booked and paid for the hotel and not asked you to do so. You should insist on a full refund of all out of pocket expenses
  • heatherw_01
    heatherw_01 Posts: 6,562 Ambassador
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    Hi, we move threads if we think they’ll get more help elsewhere (please read the forum rule) so this post/thread has been moved to another board. If you have any questions about this policy please email forumteam@moneysavingexpert.com.
    I’m a Forum Ambassador and I support the Forum Team on the Quick Grabbit, Freebies, Overseas Holidays & Travel Planning and the UK Holidays, Days Out & Entertainments boards.
    If you need any help on these boards, do let me know. Please note that Ambassadors are not moderators. Any posts you spot in breach of the Forum Rules should be reported via the report button, or by emailing forumteam@moneysavingexpert.com.
    All views are my own and not the official line of MoneySavingExpert.
  • rigolith
    rigolith Posts: 2,615 Forumite
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    lisyloo said:
    Did broadway authorise the extra spend?
    what exactly was agreed?

    if they authorised/instructed it then I’d say they are liable. It doesn’t sound like it’s been long though, what date was the acknowledgement?
    They are liable either way, obviously they had to find somewhere to stay and since Broadway selected the hotel for them they can't claim they failed to minimize costs.

    Was the trip paid for on credit card? If so and if Broadway are not responding, might be worth giving your bank a call.
  • CKhalvashi
    CKhalvashi Posts: 12,096 Forumite
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    Broadway will be liable under my reading of the PTD to repay the £713 plus any additional expenses (although these are likely to be minimal).

    If paid on a CC (for the original trip, not necessarily the additional part) it will be worth speaking to your credit card issuer, otherwise a strongly worded Letter Before Action should be sufficient.
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