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Original poster

If this happened to you what would you do?

29 replies

Anordinarymum · 18/07/2021 13:00

I booked (and received the confirmation email) a double room at the Royal hotel in Scarborough for a two night stay on Friday and Saturday this weekend.

We had been looking forward to this.

On Friday, my partner called me. There was a problem at work and he would be staying there later and we would not be able to make it for the Friday night.

I called the hotel booking line and spoke to someone who said I would be charged for the night, but that he would inform the hotel so they would hold the room for us.
He asked me when we would want to book in on the Saturday morning. I said around 10am. It was half an hour later than that as Saturday was the hottest day of the year and the roads were busy.
We got to the hotel after a two and a half hour journey only to be told the hotel was full.
They had no knowledge of the booking. ( I have the confirmation email and all the details)
Then the receptionist told me I had cancelled.
If I had cancelled, why on earth would we have come all that way ?
We came home. We came home.........

Now they have sent me an email asking did we stay or not?

I have replied asking them not to take any money out of my account for this. I expect they will and wonder what can be done here if anything.
Has anything like this happened to anyone else and if so what did you do/what was the eventual outcome?
Thanks

OP posts:
IveGotASongThatllGetOnYNerves · 18/07/2021 13:02

I would have gone on the Friday and told him to join me

ToddlerLockdown · 18/07/2021 13:02

I would expect the hotel to give you a complementary stay and your money back.

IveGotASongThatllGetOnYNerves · 18/07/2021 13:02

Oh, sorry. I misread. I thought you asked what would people have done Blush

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IveGotASongThatllGetOnYNerves · 18/07/2021 13:04

I would dispute their claim and get ready for a fight. I would accept my Friday night charge was rightfully theirs but would want the Saturday one back.

Cheeseandlobster · 18/07/2021 13:04

Did you get the name of the person you spoke with at the hotel? Is it part of a chain?

I agree - you should maybe have gone ahead on the Friday or tried to get another hotel when you were there

Original poster
Anordinarymum · 18/07/2021 13:05

@ToddlerLockdown

I would expect the hotel to give you a complementary stay and your money back.
Do you think this will happen ? I am just hoping they will not pillage my bank account to be honest.
OP posts:
Original poster
Anordinarymum · 18/07/2021 13:06

I accept the Friday night charge is payable, but since they treated me like this, I do think they should waive the entire amount at the least.

OP posts:
Leftphalange · 18/07/2021 13:07

There's been a breakdown in communications between the booking line and the Hotel meaning they have released your room and it has been resold. They have either got mixed up, cancelled your full booking in error, or forgot to update the booking notes completely so you have just looked like you aren't coming at all. I would email with your complaint, saying that you accepted the Friday night charge but considering the wasted travel and error on their part regarding the Saturday night you expect no fee at all or to be refunded if already paid.

Original poster
Anordinarymum · 18/07/2021 13:08

@Cheeseandlobster

Did you get the name of the person you spoke with at the hotel? Is it part of a chain?

I agree - you should maybe have gone ahead on the Friday or tried to get another hotel when you were there

I did not get the name of the person, and I could not have gone on on Friday since we have one car only, which is why I telephoned the hotel.
OP posts:
Original poster
Anordinarymum · 18/07/2021 13:08

@Leftphalange

There's been a breakdown in communications between the booking line and the Hotel meaning they have released your room and it has been resold. They have either got mixed up, cancelled your full booking in error, or forgot to update the booking notes completely so you have just looked like you aren't coming at all. I would email with your complaint, saying that you accepted the Friday night charge but considering the wasted travel and error on their part regarding the Saturday night you expect no fee at all or to be refunded if already paid.
Thank you. I have done this now.
OP posts:
Standrewsschool · 18/07/2021 13:11

If they take the money, then dispute it. Explain the conversation you had and your expected arrival time. Half an hour is neither here or there.

If they were going to charge you for the Friday night, then that was your room, whether you were there or not.

It sounds like someone has made a massive balls-up at the hotel, with one person thinking you were there and another realising you weren’t.

Most places record telephone calls nowadays so they should have a record of that phonecall.

cupcakecourageous · 18/07/2021 13:12

Find our who to deal to right at the top of management - hotel manager, or higher.

Send a detailed, factual email. (With times of calls so they know who was manning the phones at that time)

Be very firm, it is unacceptable that your booking was given away like that. Demand a full explanation as to why this happened.

Tell them what you expect. At the very minimum no charge, but you should get a new booking with a special rate / upgrade / complimentary breakfast or something similar.

I would state that you will be reviewing your experience on trip advisor, on Twitter, etc.

Original poster
Anordinarymum · 18/07/2021 13:12

I agree. The phone call should be recorded.

OP posts:
cupcakecourageous · 18/07/2021 13:14

Just to add this sounds like a mix up with communication between reception / booking / telephone operator.

Management will have no idea and be horrified at your experience. You need to make them aware.

Original poster
Anordinarymum · 18/07/2021 13:15

@cupcakecourageous

Find our who to deal to right at the top of management - hotel manager, or higher.

Send a detailed, factual email. (With times of calls so they know who was manning the phones at that time)

Be very firm, it is unacceptable that your booking was given away like that. Demand a full explanation as to why this happened.

Tell them what you expect. At the very minimum no charge, but you should get a new booking with a special rate / upgrade / complimentary breakfast or something similar.

I would state that you will be reviewing your experience on trip advisor, on Twitter, etc.

I have emailed asking what they will do and that they should not take any money. I haven't mentioned TripAdvisor yet. I'm not prepared to be fobbed off by a hotel chain no matter how powerful they are.
OP posts:
TSSDNCOP · 18/07/2021 13:15

Break this down:

  1. Did you book directly or via booking.com
  1. Do you have the outgoing call on your phone on Friday? Screen shot that,
  1. Do they or the booking agency send email confirmation of a cancellation? If yes screen shot your inbox and ask them to send you the cancellation mail.
  1. How did you pay? Stop the payment that way as you haven't received the service paid for.
Original poster
Anordinarymum · 18/07/2021 13:17

@TSSDNCOP

Break this down:
  1. Did you book directly or via booking.com
  1. Do you have the outgoing call on your phone on Friday? Screen shot that,
  1. Do they or the booking agency send email confirmation of a cancellation? If yes screen shot your inbox and ask them to send you the cancellation mail.
  1. How did you pay? Stop the payment that way as you haven't received the service paid for.
I booked through booking.com I have the outgoing call No cancellation email since I did not cancel They take card details and payment is made when you check out
OP posts:
TSSDNCOP · 18/07/2021 13:22

Brilliant!

Booking.com are typically very good IME.

You would've def got an email cancellation so the fact you didn't (as evidenced by your inbox) and Booking.com will mean the hotel cocked up.

Put all that in a e mail with the screen shots and let them have it. Literally.

Original poster
Anordinarymum · 18/07/2021 13:35

I have emailed booking.com and the hotel and I have now this last minute received a cancellation email.

OP posts:
Leftphalange · 18/07/2021 13:43

If you log in to booking.com what is shown with your booking? Was it still live or shown as cancelled there?

Original poster
Anordinarymum · 18/07/2021 14:24

@Leftphalange

If you log in to booking.com what is shown with your booking? Was it still live or shown as cancelled there?
It was live until I started emailing and calling their helpline. Then the cancellation email arrived and now I cannot get through to anyone. My calls are cut off and the emails are bouncing back .

I have just tried another email through their official site and it informs me they will get back to me.

OP posts:
Codoftherings · 18/07/2021 14:40

I don’t think they should charge at all. Friday night charge is valid only if you’d stayed on the Saturday as planned and discussed with the Hotel - but they’ve cocked up big time and cost you a round trip back. I would be fuming!

Original poster
Anordinarymum · 18/07/2021 14:46

I am fuming now because they are blocking me. I have left a TripAdvisor review but to be honest I do not think it will be published as Britannia Hotels have a lot of clout and I am just one individual.

It's a sunny day and I have spent too long at my computer. I am leaving it for now.

Thank you to all for responding. It sort of makes you feel validated when someone listens.

OP posts:
ToddlerLockdown · 18/07/2021 14:49

@Codoftherings completely agree with you! Would also hope they would do a good will gesture of a free stay given the massive inconvenience you have faced.

TSSDNCOP · 18/07/2021 14:52

What a coincidence.

Screen shot the time.

Question to them: If you'd cancelled on Friday, why has it taken 2 days for the email to appear?

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