Consumer rights?, charge back or section 75

sheldonsmaw

I booked a holiday to loret De mar with on the beach. One day before travel I noticed they had changed our hotel. I clicked on a chat thing on there app and was advised the are double confirming I would be staying in the hotel I booked, and advised that it was a system issue but everything was alright.

I then turned up to the said hotel to be told I don't have a booking and they were fully booked so couldn't even book a room for the night. I called the 24/7 in resort phone number and left a message they finally called back and was advised they had never seen anything like this before. They then confirmed the hotel booking was for a hotel in Calella (4-6 hour walk away). They said someone would call us at 9am when the department opened. I never received a call I until 1.10pm the following day stating that if we had receipts for taxis to send them on and offered us £100 compensation. I declined this offer they did offer to book us into the right hotel. However by this point I was still exhausted I have MS and traveling and stress takes alot out of me. Plus it's impossible to book something that's fully booked. 

What I'm wondering now is where do I stand legally? 

I booked a holiday and the hotel we ended up staying in wasn't the hotel we picked along with being miles away from the place we wanted to visit. 

My app is now saying a different hotel all together now and on top it all off my atol certificate from booking has another hotel name on it. 

Can I do section 75 as the goods and services don't match the description of the supplier? Or is it charge back? Or is it just a complaint to on the beach? 

I'm still on holiday just now. I know I should be grateful that I got away but so disheartened that it's not the one I picked or paid for never mind the location being wrong too.  On the beach keep refering this hotel as an upgrade but I don't think it is. They haven't asked if it meets my needs ether with being disabled 

Any help or advise I will appreciate 

Thanks 

DullGreyGuy

Did you stay at the hotel which they had actually booked you in?

What evidence do you have of the hotel you actually booked?
What are their terms on changing the hotel? Was it bought as a package or did you just buy the hotel from them?


Assuming you did actually stay with them then saying it had no value is unlikely to fly and as such chargebacks probably aren't an option. 

born_again

1st think is make sure you have a complaint logged with OTB &  the reason why you are complaining. Then enjoy your holiday.

Once back speak to your bank on this.
Not sure how it is going to pan out as you have had a holiday, which could rule a chargeback out. S75 would all be down to how the new hotel is priced/viewed.

It is certainly a case where someone is going to have to get the card regulations out.

the_lunatic_is_in_my_head

You may wish to look at loss of enjoyment OP (when you get home), covered in detail here:

https://www.dekachambers.com/2020/06/09/general-damages-in-holiday-claims-a-recap/

Long read but worth it if you have a genuine claim that the holiday wasn't as enjoyable as it should have been