Consumer rights on non-refundable hotel, not as seen

cgdav1z

hello, 
I have recently booked a hotel through hotels.com and was under the impression it was of good quality, I chose the non-refundable option due to being in close proximity to our stay. Upon now reading reviews It is described as dirty, and has recently had a review from companies house about potential closure. If I arrive on Monday to the hotel and it isn't as its advertised on the site (appears to be the case from reviews), am I able to get a refund despite it being a non- refundable booking? 

Thank you in advance 

Grumpy_chap

cgdav1z said:

hello, 
I have recently booked a hotel through hotels.com and was under the impression it was of good quality, I chose the non-refundable option due to being in close proximity to our stay. Upon now reading reviews It is described as dirty, and has recently had a review from companies house about potential closure. If I arrive on Monday to the hotel and it isn't as its advertised on the site (appears to be the case from reviews), am I able to get a refund despite it being a non- refundable booking? 

Thank you in advance 

Since when did Companies House start leaving reviews on Tripadvisor?

IvanOpinion

You can but ask, however I wouldn't hold my breath.
The time for doing research is before handing over your money.

Ath_Wat

Would you honestly expect the hotel's own description to include the word dirty?  

As that would be absurd, what you are actually asking is can you get a refund for a hotel being dirty.

If you could, then a "dirty" hotel would have to refund everybody that stayed there.  Nobody expects a hotel to be dirty.  They will say standards differ; one person's dirty is another person's acceptable.

That said they might refund you if you say you won't stay there; but they don't have to, so if you don't like it's worth asking.  

cgdav1z

@IvanOpinion

@Ath_Wat , I agree the state of cleanliness is a subjective opinion. Reviews state their was dirt on pillows, blood and hair in the sink and also that a previous parties' bedroom had not been cleared prior to the new customers arrival, hence me trying to see if once i arrive and see if it does look like this if i can get a refund as it is not sold as seen online. I understand a hotel will obviously look far better on their own advertisement. 

Thank you all for your input. I'll go to the hotel on Monday and see what happens I guess. 

cgdav1z

@Grumpy_chap Sorry for the confusion, I wasnt saying it was house of companies making a review. A prior customer said it was being investigated by them and so i looked online and it was for potential strike off action on 8/3/22 but this was then discontinued on 9/3/22. 

cgdav1z

@IvanOpinion , I agree It wasn't actually me that booked it but deffo lesson learn't for me and the bookee to check reviews first!

powerful_Rogue

Bear in mind review sites tend to only show the negative. If you get there and your room is dirty, complain at reception. If they clean/move you to another room that is acceptable, then job done. You have to give them the opputunity to remedy the situation.

TELLIT01

If the room isn't satisfactory, the first step is to request a different room.  If that isn't available they will have the opportunity to address any problems with the original room.  If the room still doesn't come up to the expected standard, photograph all the issues and at that point request a refund.  If that is refused the next step would be small claims court.

user1977

cgdav1z said:

@Grumpy_chap Sorry for the confusion, I wasnt saying it was house of companies making a review. A prior customer said it was being investigated by them and so i looked online and it was for potential strike off action on 8/3/22 but this was then discontinued on 9/3/22. 

Which is completely irrelevant, especially if they're not actually struck off or insolvent. All that matters is whether they provide you with the accommodation you booked.

Ath_Wat

TELLIT01 said:

If the room isn't satisfactory, the first step is to request a different room.  If that isn't available they will have the opportunity to address any problems with the original room.  If the room still doesn't come up to the expected standard, photograph all the issues and at that point request a refund.  If that is refused the next step would be small claims court.

Only if you don't stay there.