Hotel repossessed - what are my rights?

Amber03_2

Booked a hotel for one night through Algotels (I know, never again!) and arrived to find the hotel had been repossessed by the landlord! Nobody was answering the phone, so we rang Algotels. We did book a non refundable booking, but I didn't think that applied when the hotel was not operational? We were not contacted beforehand to let us know so arrived and were stranded. Algotels were not helpful, saying they would try to sort but then apparently made contact with the hotel owner who apparently claimed the hotel was running as usual. Therefore they denied my refund request.

I've filed a visa dispute with the bank (I'll be sure to book on a credit card in the future) and I've started trying to report the listing everywhere I can find online, but what can I do if the bank decides I don't win the dispute? I'm worried I'll be out of pocket for a hotel I couldn't stay in through no fault of my own. Never dealt with anything like this before so any advice is appreciated!

Grumpy_chap

Amber03_2 said:

Booked a hotel for one night through Algotels (I know, never again!) and arrived to find the hotel had been repossessed by the landlord! Nobody was answering the phone, so we rang Algotels. We did book a non refundable booking, but I didn't think that applied when the hotel was not operational? We were not contacted beforehand to let us know so arrived and were stranded. Algotels were not helpful, saying they would try to sort but then apparently made contact with the hotel owner who apparently claimed the hotel was running as usual. Therefore they denied my refund request.

I've filed a visa dispute with the bank (I'll be sure to book on a credit card in the future) and I've started trying to report the listing everywhere I can find online, but what can I do if the bank decides I don't win the dispute? I'm worried I'll be out of pocket for a hotel I couldn't stay in through no fault of my own. Never dealt with anything like this before so any advice is appreciated!

When did you attempt to claim via the bank?  Have you given that time to be processed?

Do you have travel insurance?

I assume you stayed somewhere else.

Amber03_2

Claimed via the bank on the 23rd, bank holiday weekend meant I got a response on 27th stating that they'd issue a temporary refund while they tried to sort it but the company has 120 days to reply.

I do have travel insurance so will claim through them if necessary, but the excess is steep for the one night stay so it's my last resort. I booked multi-trip cover but with a longer holiday later this year in mind, which is why the last excess is a bit more.

We ended up staying down the road at a more expensive hotel (not by much, but still more expensive).

Amber03_2

Grumpy_chap said:

Amber03_2 said:

Booked a hotel for one night through Algotels (I know, never again!) and arrived to find the hotel had been repossessed by the landlord! Nobody was answering the phone, so we rang Algotels. We did book a non refundable booking, but I didn't think that applied when the hotel was not operational? We were not contacted beforehand to let us know so arrived and were stranded. Algotels were not helpful, saying they would try to sort but then apparently made contact with the hotel owner who apparently claimed the hotel was running as usual. Therefore they denied my refund request.

I've filed a visa dispute with the bank (I'll be sure to book on a credit card in the future) and I've started trying to report the listing everywhere I can find online, but what can I do if the bank decides I don't win the dispute? I'm worried I'll be out of pocket for a hotel I couldn't stay in through no fault of my own. Never dealt with anything like this before so any advice is appreciated!

When did you attempt to claim via the bank?  Have you given that time to be processed?

Do you have travel insurance?

I assume you stayed somewhere else.

).Grumpy_chap said:

Amber03_2 said:

Booked a hotel for one night through Algotels (I know, never again!) and arrived to find the hotel had been repossessed by the landlord! Nobody was answering the phone, so we rang Algotels. We did book a non refundable booking, but I didn't think that applied when the hotel was not operational? We were not contacted beforehand to let us know so arrived and were stranded. Algotels were not helpful, saying they would try to sort but then apparently made contact with the hotel owner who apparently claimed the hotel was running as usual. Therefore they denied my refund request.

I've filed a visa dispute with the bank (I'll be sure to book on a credit card in the future) and I've started trying to report the listing everywhere I can find online, but what can I do if the bank decides I don't win the dispute? I'm worried I'll be out of pocket for a hotel I couldn't stay in through no fault of my own. Never dealt with anything like this before so any advice is appreciated!

When did you attempt to claim via the bank?  Have you given that time to be processed?

Do you have travel insurance?

I assume you stayed somewhere else.

Claimed via the bank on the 23rd, bank holiday weekend meant I got a response on 27th stating that they'd issue a temporary refund while they tried to sort it but the company has 120 days to reply.

I do have travel insurance so will claim through them if necessary, but the excess is steep for the one night stay so it's my last resort. I booked multi-trip cover but with a longer holiday later this year in mind, which is why the last excess is a bit more.

We ended up staying down the road at a more expensive hotel (not by much, but still more expensive).

Grumpy_chap

If you do end up claiming on the travel insurance, you may be able to claim the cost of the more expensive replacement hotel (less your excess) - check the policy details.

Does the annual travel policy cover one night stays within UK?  Some don't.

It sounds like the bank have processed chargeback.  The company can contest that, which is what the 120 days is all about.  If the company ceased trading, there may simply be noone to contest the chargeback.

eskbanker

Amber03_2 said:

Claimed via the bank on the 23rd, bank holiday weekend meant I got a response on 27th stating that they'd issue a temporary refund while they tried to sort it but the company has 120 days to reply.

Chargebacks have to be raised within 120 days of the transaction (unless future dated) but after doing so, the window within which the merchant can challenge it is generally 45 days to the best of my knowledge.

Amber03_2

Thank you. It does cover one night stays so I can if I need to, but I'm hoping the bank will sort it out! Thank you 

Mark_d

Amber03_2 said:

Booked a hotel for one night through Algotels (I know, never again!) and arrived to find the hotel had been repossessed by the landlord! Nobody was answering the phone, so we rang Algotels. We did book a non refundable booking, but I didn't think that applied when the hotel was not operational? We were not contacted beforehand to let us know so arrived and were stranded. Algotels were not helpful, saying they would try to sort but then apparently made contact with the hotel owner who apparently claimed the hotel was running as usual. Therefore they denied my refund request.

I've filed a visa dispute with the bank (I'll be sure to book on a credit card in the future) and I've started trying to report the listing everywhere I can find online, but what can I do if the bank decides I don't win the dispute? I'm worried I'll be out of pocket for a hotel I couldn't stay in through no fault of my own. Never dealt with anything like this before so any advice is appreciated!

Assuming it was a credit card.  If the bank decide against you on a chargeback claim the next thing to try is a S75 claim.  Then a complaint with the bank.  Then a complaint to the FOS.  There is a clear case that you should get your money back so don't give up

PHK

Mark_d said:

Amber03_2 said:

Booked a hotel for one night through Algotels (I know, never again!) and arrived to find the hotel had been repossessed by the landlord! Nobody was answering the phone, so we rang Algotels. We did book a non refundable booking, but I didn't think that applied when the hotel was not operational? We were not contacted beforehand to let us know so arrived and were stranded. Algotels were not helpful, saying they would try to sort but then apparently made contact with the hotel owner who apparently claimed the hotel was running as usual. Therefore they denied my refund request.

I've filed a visa dispute with the bank (I'll be sure to book on a credit card in the future) and I've started trying to report the listing everywhere I can find online, but what can I do if the bank decides I don't win the dispute? I'm worried I'll be out of pocket for a hotel I couldn't stay in through no fault of my own. Never dealt with anything like this before so any advice is appreciated!

Assuming it was a credit card.  If the bank decide against you on a chargeback claim the next thing to try is a S75 claim.  Then a complaint with the bank.  Then a complaint to the FOS.  There is a clear case that you should get your money back so don't give up

The OP says it wasn't a credit card. And even if it was would the debtor/creditor/supplier link be in place. 

(The OP paid the booking agency who did what they should have done -made the booking at the hotel. Traditionally the FOS find this breaks the link necessary for S75)