Hoseasons and compensation for their cancelled bookings

talonpaws_2

Hi. In October, we booked a lodge around new year with Hoseasons for a 3 night stay in the new year. Less than 2 weeks before we were due to go to the lodge, Hoseasons called and cancelled. They claimed that they had taken over the site from Landal, and that both Landal and Hoseasons had been selling the lodges at the same time with different systems. They didn't explain why we were the ones to be cancelled, so we assumed that they or the owner went with whoever had paid the highest amount. They said they would either book us into the lodge at a later date or refund us. As we couldn't make the new dates, we had to accept the refund. It was difficult to find another lodge at short notice and Hoseasons refused to reduce the price for equivalent properties or give us any compensation for the inconvenience. Yet if we had cancelled our booking with less than two weeks to go, they would have charged us 90% of the booking plus a handling fee. Can Hoseasons cancel anyone for any reason and at any time without any penalty, even when they say it was down to errors in their booking system, even if customers can't?

BoGoF

What do the terms and conditions of your booking say?

talonpaws_2

The terms say that they will offer a refund if they cancel, which they did. It doesn't seem like there is any incentive for them to honour bookings or to give plenty of warning before cancelling bookings if there is no financial impact on them. Perhaps this is common across this type of holiday company, and something to consider when choosing a similar holiday in future. 

Dr_Schlum

This is a warning for anyone booking through Hoseasons. Even though they state that if you cancel you lose your deposit (fair enough, but harsh). They then try to add additional fees up to what they call their standard deposit. This apparently is tucked away in their small print. They also add on any discount that was applied for Blue Light or Defence Discount. It is by any standards appalling customer service. It is the sort of practice that I thought was left behind in the 90,s.

I would urge anyone to book direct with the Boatyard or Accommodation and give these charlatans a very wide birth.

It is a terrible way to treat the public let alone veterans and Blue light staff.

Lavendyr

I don't entirely understand what has happened to you, Dr_Schlum, or why you have posted on an old thread rather than starting your own. I think it is fairly usual practice to lose your deposit if you cancel a booking, and having booked with Hoseasons just last year I think the cancellation terms are set out pretty clearly. 

Nearlyold

Was this one of those "Low Deposit" offers where you pay less than the normal deposit to secure your booking but are liable for the full deposit if you cancel. 

We've booked a few holidays/cruises with these "Low Deposit" offers and the paperwork is always clear what happens if you cancel.