Travel Centre Booking Error

sacarr82

Hi, would really appreciate some help here.

We booked a package through Travel Centre 6 months ago. Prior to agreement of the itinerary and price, there were multiple quotes provided, and one was settled on and agreed, for which a deposit was made with payments instalments since. 

Earlier in the month travel centre came back and advised the hotel we had requested and agreed for 4 nights in Singapore over the Grand Prix period could only be booked for a minimum of 7 nights.

Travel centre have offered alternative and cheaper hotels, but because of live pricing their proposals to us for alternatives are not acceptable to us.

There has been no accountability from Travel Centre and blame this on the hotel and suppliers. To quote “ Please be advised that neither our suppliers nor the hotel provided any indication of a seven-night minimum stay requirement at the time of booking. Furthermore, this policy is not explicitly stated on the hotel's website. As a result, there was no availability reflected through our suppliers, and the hotel could not be booked. 

Additionally, the fares for Marina Bay Sands have fluctuated significantly, which can be observed directly on the hotel's website. Given these fluctuations, we regret to inform you that we are unable to offer this hotel.

While we acknowledge your perspective regarding the contract, we kindly refer you to our terms and conditions, which state that we act solely as an agent for the travel services. As such, you will have contracts with each respective supplier.”

I would say we do not have a contract with a supplier for the Singapore hotel as it has not been booked, so our contract only exists with Travel Centre. 

Apologies for the long post. Any help on our rights would be greatly appreciated.

Thanks 

born_again

Given Marina Bay is where the GP is, then no wonder that hotel is only taking longer bookings. 

Are you booking for the GP, or something else?

As clearly it is supply & demand pricing over these weekends.

Aylesbury_Duck

Are they correct about the terms and conditions?  

the_lunatic_is_in_my_head

Hello OP

You contract for accommodation, etc is with the separate suppliers and Travel Center are acting as an agent. This means if the hotel was really poor the agent isn't responsible but what they are responsible for is facilitating your booking, which is the bit they've messed up.

If it's this place

https://www.travelcenter.uk/

they seem to be a UK company which is a plus but the main question really OP is what outcome do want?

I don't think you will be able to force them to offer a 4 night stay but you most likely have the option to unwind the contract and cancel the booking without any fee. 

saajan_12

sacarr82 said:

While we acknowledge your perspective regarding the contract, we kindly refer you to our terms and conditions, which state that we act solely as an agent for the travel services. As such, you will have contracts with each respective supplier.”

Trololol yes, WHEN you have a booking with the supplier then you'll have a contract with the supplier. That has nothing to do with their role as agent was to be your agent in booking X hotel for 4 days in return for £ABC.
* If they had booked then your business with them would be done and you'd have a contract with the hotel.
* If they didn't then its still at the booking stage, whereby they owe you deal you agreed to.

There might be T&Cs about this, so look out anything about your booking not being confirmed until they book with the supplier etc. However if they represented to you that it was confirmed and you detrimentally relied on that by say not finding another booking months ago, then they could still be liable for yoru damages. Your damages would be the increased cost in getting a booking in line with what you bargained for (allbeit not the exact same place). 

sacarr82

Hi all, thanks for the feedback.

I am still pushing my case, and should be having a call with a director tomorrow.

Supply and demand is definitely an issue. Apparently the cheaper rooms are now sold out, leaving the next room type up. This would cost the company even more if they are to honour our booking by absorbing the extra cost for additional nights.

As pointed out, yes had the issue been dealt with 6 months ago, it may have been cheaper to resolve. We do have a confirmation email, stating the hotel, even including distance to the track. 

sacarr82

Sorry, yes we are going for the race and the package was sold to us as “

SINGAPORE GRAND PRIX AND ASIAN WONDERS”