Compensation for Holiday due to Hotel being substandard

Robbied72

Hi all, do you think i have a case!
A well known tour operator offered me 1 night refund due to issues with a hotel abroad during our holiday! i then complained to the hotel chain and managed to get a 2 night refund from them payable through the tour operator as per there stipulation, as they were our booking agent. they are now saying as i have used there compensation against the hotel and they will deduct there refund against the hotel offer to us! i have argued and argued this is not fair but they aren't budging. Any advice? has anybody come across this before

DullGreyGuy

Robbied72 said:

Hi all, do you think i have a case!
A well known tour operator offered me 1 night refund due to issues with a hotel abroad during our holiday! i then complained to the hotel chain and managed to get a 2 night refund from them payable through the tour operator as per there stipulation, as they were our booking agent. they are now saying as i have used there compensation against the hotel and they will deduct there refund against the hotel offer to us! i have argued and argued this is not fair but they aren't budging. Any advice? has anybody come across this before

I would agree you cannot double dip and claim compensation from both the hotel and tour operator for the same problem... that would be undue enrichment. 

If you had been clear to the tour operator that you'd already had been offered 2 nights refund from the hotel but you were unhappy with this and didnt feel it was sufficient and they then had offered you a third nights refund that would be different but it doesnt sound like thats what you did but instead tried claiming off both and hoping they didnt realise. 

IvanOpinion

That is why many hotels insist on going through the original tour operator, to stop people claiming multiple times for the same issue. It appears you have been given 2 nights back.

Do you want to tell us what the nature of the problem was?

Grumpy_chap

Robbied72 said:

Hi all, do you think i have a case!
A well known tour operator offered me 1 night refund due to issues with a hotel abroad during our holiday! i then complained to the hotel chain and managed to get a 2 night refund from them payable through the tour operator as per there stipulation, as they were our booking agent. they are now saying as i have used there compensation against the hotel and they will deduct there refund against the hotel offer to us! i have argued and argued this is not fair but they aren't budging. Any advice? has anybody come across this before

How many nights did you stay?
What was the manner / extent of the "sub-standard"?
2-night refund of time when you actually stayed in the hotel seems reasonable.

Westin

I think the ‘well know tour operators’ offer is reasonable and just. Their one-night refund offer would likely have been deducted from the hotel. You making separate complaints to both sides has meddled matters.  The hotel possibly rejecting the one-night rate reclaim as the hotel will see that they have also investigates, responded and offered recompense.  Their actions IMO are fair and just.

Robbied72

Thanks for the comment. as we only managed to get 1 night refund from the tour operator and they were unwilling to budge, i approached the hotel directly as i had already raised complaints with them during our stay! they were willing to refund further and mentioned that the tour operator offer was separate! it was only when the money came through! they took there offer away from it! so i was back to square one. Just seemed sneaky. The tour operator has since removed the hotel from there books due to ongoing issues.