How to escalate a complaint against a Hotel group

PHK

This sounds like the standard Hilton experience. 

born_again

beatzyac said:

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?

From a consumer rights point of view.

Given you actually had a stay, so you are wanting a free stay, refund & compensation.

Sorry, but no wonder you are getting no where with them.

Had you been after the difference between booked, did not get & what you had to pay extra & a bit of good will for inconvenience.
Then it may have been resolved.

If you took it to court & they contested. I would bet you would lose.

user1977

born_again said:

beatzyac said:

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?

Given you actually had a stay, so you are wanting a free stay, refund & compensation.

I read it as the £185 being the refund they were promised for what was meant to be a free "upgrade".

born_again

user1977 said:

born_again said:

beatzyac said:

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?

Given you actually had a stay, so you are wanting a free stay, refund & compensation.

I read it as the £185 being the refund they were promised for what was meant to be a free "upgrade".

I  was taking FULL refund as meaning they wanted the cost of the stay?

perhaps OP can confirm.

beatzyac

Are you saying that if I go down a legal route I can't claim for the compensation?

PHK

beatzyac said:

Are you saying that if I go down a legal route I can't claim for the compensation?

It's very unusual for a court to award compensation.  You'll only get the amount you were out financially.