Prague hotel closed on arrival

Horlicks1950

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?

lisyloo

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

The board guide/mod might consider moving your post to a more appropriate board so you can get more opinions. @heatherw_01

Alan_Bowen

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

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.

[Deleted User]

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

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.