Horizon Parking charge at Travelodge

baka18baka18

Hi all, I got charged with 2 PCN from horizon Parking for the same day as I left the hotel to grab food and later came back.

I paid for 24hr parking and have evidence in terms of bank statement, I didn't know that I had to register in the hotel that I parked, I thought that by paying and entering my reg on the machine was sufficient, also no staff member informed me of this.

They sent me 2 PCN I appealed to both showing proof of paying for parking, both getting rejected and they gave me a POPLA ref number 

I called the hotel, they told me they don't handle the parking as it's a 3rd party company, nonetheless I emailed them to tell horizon Parking to drop the charges because I was a legitimate customer and paid for the parking.

After coming onto this thread I realised I could have easily gotten out of it if I followed the, you don't know who the driver is route, unfortunately I got this info too late.

Any advice on what to do I have 27days from today to make an appeal to POPLA and I don't want to pay this fine as I paid for parking 

LDast

It's not a "fine". Show us those words anywhere on your paperwork and I'll pay it for you. You obviously now realise that this was easily stopped in its tracks if you'd not blabbed the identity of the driver assuming it was one of Horizons non-PoFA NtKs.

What proof do you have that you paid for parking? Was it included in the hotel bill or did you pay at a machine or through an app? Who did you speak to at the hotel? You do realise that a phone call isn't worth the paper it's written on. How high up the management food chain did you go? A lowly receptionist or the CEO of the hotel chain? You need to complain to the highest management of the hotel, by email.

IS the car park used by other businesses at the location or is it exclusively for hotel guests?

You have 32 days from the issue date of the POPLA code, not 28. No one pays Horizon, even if it is unsuccessful at POPLA. Stop panicking.

baka18baka18

Thanks for the reply;

Loving the cut throat response  

You are right it's not a fine it is an invoie.

I paid at the machine and the proof I have is a bank statement and Google wallet payment that shows the reference is Horizon parking, and the time paid matches with the PCN. 

I spoke to the manager of the Travelodge saying they can't help, I then emailed their customer service team and I am awaiting a reply. 

The car park is exclusively for hotel guest only.

What suggestions do you have for me?

Coupon-mad

I paid for 24hr parking and have evidence in terms of bank statement, I didn't know that I had to register in the hotel that I parked, I thought that by paying and entering my reg on the machine was sufficient, also no staff member informed me of this.

Can you get a photo of the signs?

If the signs do not say that paying for 24 hours parking does not cover you for 24 hours if you pop out (as you would when staying at a Hotel!) then there is no breach of a term.

It's all about what was on the signs.

You won't be paying, even if you lose at POPLA.

baka18baka18

I will try and ask a friend to grab a photo of the sign as the hotel is 3 hours away from me.

Will reply as soon as I get it, also any further advice is much appreciated 🤠

baka18baka18

Hi guys got a few updates.

1) managed to get the sign by emailing Horizon Parking to give it to me, will attach it below:


2) I have emailed the CEO awaiting response.

3) I have just received an email from customer support at the Travelodge, saying that they want to help and I will need to provide with a few information but they can't guarantee anything. I will be sending them the required info soon. 

Half_way

they are responsible for the actions of their agents. 
saying they want to "help" is mealy mouthed nonsense.
likewise with the manager who hlied to you hoping that it will go away and you will pay their agents.

Gr1pr

I cannot see any restrictions about NO RETURN or multiple visits, just the term that says drivers must pay for the full time of their stay and to register the vehicle at reception 

Nothing to say that the visit is null and void after the first exit 

To me if you pay for 4 hours and register at reception, the driver could leave and return twice or 10 times, because that parking space has been fully paid for,   for the full duration of their stay 

LDast

You should ask the "manager" who tried to fob you off, who is the monkey and who is the organ grinder in their contractual relationship with Horizon.

Fruitcake

Plan A is still your best option, so I suggest you contact the Travelodge CEO about this.

CEO email addresses - E-mails address database lists to find contact details of Chief Executive Officers (CEOs) and Managing Directors - free list - UK - US - Asia - customer services - customer care - boss - top man - top woman - complaints resolver

You may also have the option of leaving comment on the hotel website or Tripadvisor and Fakebook.

That's a stock image of a sign held on a computer. It may or may not be an accurate representation of signs at the site, but it is enough to give you an idea how to appeal.

In the first section of the sign it says, "... follow the steps on the machine," which is exactly what you did. If there was no mention on the pay machine of also having to enter your VRM elsewhere, then you complied with the contract as displayed on the signs.

The reference to entering a VRM inside the hotel appears to part of the pay by QR code Ts and Cs, which are separate to payment by machine.

The Consumer Rights Act 2015, Section 69 states that,

69     Contract terms that may have different meanings

(1) If a term in a consumer contract, or a consumer notice, could have different meanings, the meaning that is most favourable to the consumer is to prevail.

The meaning most favourable to the motorist in your case is the one regarding payment at a physical pay machine that tells you to follow the steps displayed on that machine.

If these steps do not include entering a VRM inside the hotel, then interpreting that as the parking terms must prevail. Additional terms cannot be later applied, Thornton v Shoe Lane applies.

KeithP

Are you assuming that Horizon have sent you a picture of the sign that is actually on site at the Docklands Travelodge? Or is that just an artists impression of what might be there?