HotelsOne double booking

petera64

I will be as brief as I can. 

On NYE my stepson was in Amsterdam and asked me to book a hotel for that night. He was having trouble with connection.  So I found the room he wanted at a cost of £375 with hotelsone.  I filled out the details and clicked confirm. The page reported my payment/booking hadn’t completed.  The page represented itself and I clicked to confirm. Just at that point the first payment showed it had gone through as did the second confirmation. So 2 x £375 came out of my account.  Straight away I called the customer service number and was told they would need to contact the hotel. My stepson went in to check in and told the duty manager the issue. He was told yes we understand and will tell hotelsone we are happy to refund one of the rooms. Since this point I have had literally 30 emails to hotelsone with the response that they cannot refund the non cancellable duplicate room as the hotel have declined to.  They have ignored the fact that their website told me the first booking failed.  They will not give me supervisor details. They are like robots. 

I have emailed the hotel directly yesterday and await a response. 

Does anyone have any wisdom on my next move please.  

silvercar

Contact your credit card company. They should be able to see a duplicate transaction.

petera64

I have contacted Halifax as it was a debit card. They have temporarily put the money back in my account and are trying to get a resolution as well.  I sent the screenshots of the double booking to hotelsone but they just come back with the same answer. The refund of the non cancellable booking can’t be authorised.  

Awful company 

twopenny

Good for you taking screenshots 🙂

Trying to locate it I couldn't find an address or location but AI would.

My only find was a single owner in Texas https://www.cbinsights.com/company/hotelsone/people
And an address https://www.cbinsights.com/company/hotelsone

I would hard copy the screenshots and send with a covering letter to the owner. For the price of postage it would find out how genuine he is.
Say you have given the problem and evidence to your bank to start with. Hint that you will go further but say no more than 'start with '
Get proof of sending the letter.

Companies are able to hide from customers by only using emails and answer machines especially small ones operating on a computer globally.
Let him know you can get at him. 

Westin

Was it definitely HotelsOne and this website? - https://www.hotelsone.com/.   Not Motelone (https://www.motel-one.com/en/) a chain of budget style European hotels - with a hotel in Amsterdam.

If so, how did you end up on that booking platform? It is quite an obscure one for use in the U.K.

Who is listed as the merchant on your bank statement?

If indeed HotelsOne then I suspect they source rooms via a 3rd party intermediary. This may make it complicated to cancel bookings, or at least with a refund.

When your son spoke with the hotel manager, did he get something in writing about the agreement to cancel the duplicate booking and refund?

user1977

twopenny said:

Trying to locate it I couldn't find an address or location but AI would.
 

Their terms say "HotelsOne.com L.P., a Delaware limited partnership" but it's not coming up when I search on the Delaware corporations register.

twopenny

From my link above
 5810 Santa Maria Ave Ste 205

Laredo, Texas, 78041,

United States

44 20 3027 6614

Firms like this that do 3rd party resale are subject to the business regulations of their country.

Had a similar situation with someone who had booked a trip with a Saudi company and they had 6mts to refund. Left the purchaser in a bind.

petera64

It was hotelsone.  It came up after I searched for the hotel.  I was trying to do it quickly because ‘one room left’ encouraged me. Clearly not one room as it let me book 2 rooms.  But I wasn’t as diligent as I normally am.  

Halifax are pursuing it for me. Plus my own efforts.  But to anyone else. Please avoid them.