How to escalate a complaint against a Hotel group

beatzyac

I booked a hotel stay for my family for a night with 2 interconnecting rooms. On the way there I found out that my booking wasn't taken properly and we were put in a different hotel within the group, with 2 single rooms at other ends of the hotel. With young children and needing more than 4 beds this wasn't an option. I spent about hours on the phone to the company until they finally agreed to move our booking to a higher class hotel with rooms opposite each other with more beds. They told me to lay out and they would refund the difference. 

The booking was made at the end of Dec '23 and I haven't received any money back. I have spent hours on the phone getting nowhere. They kept changing the story re the refund. One person said they are issuing a cheque. Next one said the cheque is on the way. I had enough of speaking to different reps so I started emailing them. 

The responses were that after checking it out, they can't refund because it is a group from the U.S so can't refund to the UK and the hotel have said that it is already the next year so they can't refund. They are offering points instead. I find this totally unacceptable as they gave me their word that they would refund if I laid out. I would like my money back plus compensation for my time.

My issue is that there is no Ombudsman for this and can't seem to find a way of holding them accountable!!

Any ideas?

Thanks! 

user1977

You haven't told us which country the hotel was in?

Okell

Assuming the hotel and the people you spoke to were in the UK then you need to send them a Letter Before Action and if they don't pay up issue a money claim against them

(When you booked what did the T&Cs say?  Did they say you were booking with a US company or UK?)

Arunmor

beatzyac said:

 On the way there I found out that my booking wasn't taken properly 

What does this mean?  Did you not complete the order properly?  Did you get an email confirmation that specifies your requirements?

beatzyac

It was a hotel in the UK. The complaints are run through the main group which runs a lot of UK hotels but is based in the US. I didn't get an email confirmation for some reason as the booking was made on the phone (but should have still received a confirmation?)

DullGreyGuy

beatzyac said:

It was a hotel in the UK. The complaints are run through the main group which runs a lot of UK hotels but is based in the US. I didn't get an email confirmation for some reason as the booking was made on the phone (but should have still received a confirmation?)

You will need to check which legal entity you contracted with... hotel groups often have centralised booking processes where you may contract with them or the hotel itself. On the basis of their comments it sounds like you booked with their internal agent and so any legal action would need to be taken against them in the applicable legal jurisdiction. 

born_again

What amount are you looking at as a refund?

Undervalued

beatzyac said:

I booked a hotel stay for my family for a night with 2 interconnecting rooms. On the way there I found out that my booking wasn't taken properly and we were put in a different hotel within the group, with 2 single rooms at other ends of the hotel. With young children and needing more than 4 beds this wasn't an option. I spent about hours on the phone to the company until they finally agreed to move our booking to a higher class hotel with rooms opposite each other with more beds. They told me to lay out and they would refund the difference. 

The booking was made at the end of Dec '23 and I haven't received any money back. I have spent hours on the phone getting nowhere. They kept changing the story re the refund. One person said they are issuing a cheque. Next one said the cheque is on the way. I had enough of speaking to different reps so I started emailing them. 

The responses were that after checking it out, they can't refund because it is a group from the U.S so can't refund to the UK and the hotel have said that it is already the next year so they can't refund. They are offering points instead. I find this totally unacceptable as they gave me their word that they would refund if I laid out. I would like my money back plus compensation for my time.

My issue is that there is no Ombudsman for this and can't seem to find a way of holding them accountable!!

Any ideas?

Thanks! 

No. 

There are only a few regulated professions / services for which there is an Ombudsman with legal powers.

If you cannot resolve the matter directly with the company your only option is to take action in the small claims court for your losses. You have six years in which you can make a claim (five in Scotland). You will have to pay a fee up front to file your claim, the amount depends on the value of your claim. Assuming you win the court will order the company to pay you what the court thinks is appropriate compensation plus reimburse you for the court fee.

beatzyac

I am looking for the full refund of approx £185 plus compensation for the wasted time due to their incompetency and for them not honouring their word. They told me to lay out and I would receive a refund and they haven't followed through. I am not sure how much can be won for such a claim?

GingerTim

You won't get any 'compensation for the wasted time due to their incompetency and for them not honouring their word'.

400ixl

As above, you won't get compensation (they may give a gesture of good will but sounds unlikely). Was the £185 the additional cost of the two rooms at the more expensive hotel over the cost that you had already paid for the original rooms?