Hotel false advertising - chargeback?

[NelliePerf]

We’ve just checked in to a hotel that’s listed on a hotel booking website as having 2 pools and an infinity pool. However, when we checked in we were told these are at a different hotel and we have to ask the hotel to arrange transport for us to and from the pool.

This is a huge disappointment as one of the key things we look for in a hotel is a pool. I’m trying to resolve it with the hotel now but if they don’t agree to refunding us so we can book elsewhere, would a credit card chargeback be appropriate in this situation?

So stressed - we just want to get on with enjoying our holiday!

Hopeful bump

Yes, assuming you have genuinely been misled rather than failed to read the small print.

Thank you. They’ve admitted it says one thing on the mobile phone site and another on the website, which isn’t helpful as I only used the mobile site.

Would a chargeback or section 75 apply if it’s for a hotel in another country?

Does it say that on the hotels own website, or just the middleman booking site? Screenshot the listing and small print.

Would a chargeback or section 75 apply if it’s for a hotel in another country?

Yes.

Middleman booking site. We’ve sent them screen shots already and they’ve confirmed it says different things on the mobile and web version of the middleman site which they’re going to check.

Unfortunately, that doesn’t really help us!

Would a chargeback or section 75 apply if it’s for a hotel in another country?

Yes, but you'll need to be careful about what you do next. Are you going to find alternative accommodation? If you stay, you won't be entitled to a full refund.

And just to check - it's the hotel's own website that is wrong?

Did you check tripadvisor reviews beforehand? Surely at least 1 person on there would have highlighted this issue? Was it a package? Wouldn't that be covered by ATOL?

Get photos of your pool to show it isn't there. I tried a chargeback on a mis-decribed hotel awhile ago and it was declined due to no evidence.

How can the OP photograph something that isn't there? She would be better off asking for the arrangements about going to another hotel in writing.

It’s the middleman website that’s wrong. We have found somewhere else to stay but don’t want to book it until we’ve confirmed a refund with this, even if the money doesn’t get to us for awhile.

It’s not a package - we booked through booking.com

I’ve raised it with booking.com but they’ve said it might take 24 hours and I’d like to leave now. This is the WhatsApp message I received from the reservation manager:

Hi in mobile it's not showing but in the Web it shows.as outdoor refering the pool in our sister hotel where I'm at.we will check with booking.com why its been mentioned as it.and I get to know from the hotel that you want to cancell.which we are unable to do our bookings are non-refundable ones.however we can offer the service to use the pool in our other two hotels offering the buggy cart.or else we have 2 rooms at “X” that hotel has a pool and rooms available.our reception will show you that hotel.we can offer that.

or else we have 2 rooms at “X” that hotel has a pool and rooms available.our reception will show you that hotel.we can offer that.

Would that be an acceptable alternative for you?

We had a look but it doesn’t look that great and it’s not on the beach front. Our three main criteria were:

on the beach
has a swimming pool
is in reasonable condition

It doesn’t fulfill number 1 and from the photos, number 3 seems suspect too. I’m so annoyed as I had actually booked somewhere else first but then cancelled it to go here as this beach is quieter and now I’m kicking myself

Screenshot the mobile site info in case they change it.

ETA sorry I see you must have already done that. Doh!

At least you have it in writing that there's no pool in your hotel. For a chargeback/section 75 you will firstly need to evidence the hotel was not as described - so make sure you have a copy of the website say there are three pools.

The difficulties will be:

1. Establishing the merchant was responsible for this description as you booked via a 3rd party
2. Showing that the resolution offered wasn't acceptable - I would suggest that if you can get evidence that hotel 1. was advertised as beach side and hotel 2 is not, get it. Also anything tangible about the poorer standard of hotel 2 - a star rating if applicable, failing that photo evidence or relevant reviews.