Hoseasons UK Holiday Price Increase

Sausages111

Hello

Sorry if this is already in a chat somewhere already. I did do a search but couldn't find anything similar.

We booked our usual holiday in Cornwall a few months ago and paid the balance straight away.

Now with less than 5 working days to go (Saturday 30th) Hoseasons have increased the price by £200 due to a "Mistake" and said that I have to pay it or take a refund. I have checked their terms and conditions and it does seem to suggest they can do this BUT If I take the refund it's going to take 3-5 working days to process the money, which takes us probably past the day we're meant to be there

Which basically means I'm going to have to pay for a separate holiday out of pocket.

Them waiting to the last minute to increase the price really seems out of order and it feels like they've done this on purpose

People will say it's in their terms and conditions so I don't have any recourse but the fact they've left it until it's very close seems extremely unreasonable and who's to stop them increasing it again on Friday. I can't imagine any other industry where this would happen.

So my question Is there a concept of unreasonable time frames with this sort of thing or is it just down to their terms and conditions that I've signed when I've booked it?

Thanks in advance

Aylesbury_Duck

Is the mistake an obvious one, i.e. was the price unreasonably cheap?  It doesn't sound like £200 is likely to be anything other than a marginal change on the total price, in which case I don't think it's fair for them to chase more money now.

What did you pay, and how did it relate to what you usually pay (you said this is your usual holiday)?

Penguin_

Sausages111 said:

Hello

Sorry if this is already in a chat somewhere already. I did do a search but couldn't find anything similar.

We booked our usual holiday in Cornwall a few months ago and paid the balance straight away.

Now with less than 5 working days to go (Saturday 30th) Hoseasons have increased the price by £200 due to a "Mistake" and said that I have to pay it or take a refund. I have checked their terms and conditions and it does seem to suggest they can do this BUT If I take the refund it's going to take 3-5 working days to process the money, which takes us probably past the day we're meant to be there

Which basically means I'm going to have to pay for a separate holiday out of pocket.

Them waiting to the last minute to increase the price really seems out of order and it feels like they've done this on purpose

People will say it's in their terms and conditions so I don't have any recourse but the fact they've left it until it's very close seems extremely unreasonable and who's to stop them increasing it again on Friday. I can't imagine any other industry where this would happen.

So my question Is there a concept of unreasonable time frames with this sort of thing or is it just down to their terms and conditions that I've signed when I've booked it?

Thanks in advance

To the bit I have bolded above - that is the same timescale as it would have taken for them to receive the money when you paid (depending on which card processing company they use).

user1977

Do their terms allow you to cancel without charge this close to the holiday? If not then anything which permits them to do so (which seems to be effectively what they're doing here) would be deemed an unfair term.

Is it at all obvious what the "mistake" is e.g. if it's an arithmetical error which ought to have been obvious at booking, or they just didn't take enough money from your payment method, then they might have a case.

daveyjp

Hoseasons are more than likely acting as an agent for the accommodation owner.

It may be a genuine mistake between agent and owner - do you know why the price has increased?  Have you actually paid all that was orginally due?  No low deposit you may have taken advantage of and rest of deposit wasn't requested when full payment was due etc etc?

You have been provided with the remedies which have to be offered.  Pay the extra or refund.  A further option is to pay under protest, have the break then argue for a refund on return if you feel it isn't due.

TELLIT01

Maybe I'm being cynical, but taking months for Hoseasons to realise the mistake, and doing so just days before the OP is due to travel seems iffy to say the least.  By informing customers so close to their travel date Hoseasons are almost forcing customers to pay up.

The_Unready

I'd ask for the full refund at the last possible moment and give the property owner the headache of finding another booking!

You'll obviously end up spending your dosh on a new booking,  but at least you'd be getting the original refund in fairly short order.

pinkshoes

As others have asked, was it an obvious mistake? E.g. advertised at £1700 but you paid £1500.

Do you have a login to Hoseasons that shows that you've paid the full amount?

If you've paid the advertised price then this sounds like an unfair T&C. 

I'd see if you can find a last minute alternative (some good last minute deals put there) and then insist on an immediate bank transfer so you can book something else.

saajan_12

Sausages111 said:

BUT If I take the refund it's going to take 3-5 working days to process the money, which takes us probably past the day we're meant to be there
Which basically means I'm going to have to pay for a separate holiday out of pocket.

I wouldn't focus on the crossed payments too much if its just an annoyance rather than an affording the cashflow. Legally there isn't usually any recompense for that. 

However there is the issue of concequential losses and alternatives - have you looked at last minute deals and are they comparable with the amount you paid or higher / lower? If higher, you're still out of pocket even after the refund. Did you have any other monies you spent relying on going on this holiday eg transport etc which would be wasted, ie more losses if you cancel? 

Sausages111 said:

People will say it's in their terms and conditions so I don't have any recourse but the fact they've left it until it's very close seems extremely unreasonable and who's to stop them increasing it again on Friday. I can't imagine any other industry where this would happen.

So my question Is there a concept of unreasonable time frames with this sort of thing or is it just down to their terms and conditions that I've signed when I've booked it?

Thanks in advance

What exactly did the T&Cs say about this? IMO if it says they can increase the price to £100k and then give you the option of refunding, thats effectively the same as a unilateral right to terminate which MAY be an unfair term. Or just increase every client by £10 or something most people won't cancel over, thus netting them a little extra. 

In terms of other industries, I'm also shocked to see this in telecoms, where they can increase above inflation / contractual rates and you only have the right to cancel, not to get the benefit of your original bargain. Not that it helps you, but surprisingly does seem to happen. 

Penguin_

Found this on thier website.

11. Changes by us or the Owner 11.1. We and the Owner, reserve the right to make changes to your booking. If there is a mistake, including pricing, we reserve the right to adjust the price to correct the mistake. If you choose not to accept this then the contract between us will be invalid and you will be entitled to a refund. You won’t, however, be entitled to compensation, nor to have the stay at the lower price. 11.2. If we or the Owner need to make changes to your booking, we (on the Owner’s behalf where the Owner is making a change), will contact you by phone or by email as soon as is reasonably practical. We will explain what has happened and let you know about the change; however, neither we (nor the Owner) will have any further liability to you. 

user1977

Penguin_ said:

Found this on thier website.

11. Changes by us or the Owner 11.1. We and the Owner, reserve the right to make changes to your booking. If there is a mistake, including pricing, we reserve the right to adjust the price to correct the mistake. If you choose not to accept this then the contract between us will be invalid and you will be entitled to a refund. You won’t, however, be entitled to compensation, nor to have the stay at the lower price.

Yes, a unilateral "errors and omissions excepted where it suits us" clause is almost certainly unenforceable.