Page 6 | Family Left stranded in France. Refund?

sezzer87 · 2023-09-02T13:37:17+00:00

So last week booked a stop over on our way to Spain in France via booking. The property owner sent the standard please confirm check in time. We confirmed and received message saying key code would be sent before the day of our check in. We arrived at 1am (approved by property owner) and the key code hadn't been sent. In hindsight I should have checked they'd sent the code before we set off, but as I'd be reassured several times it would be sent and I had her number, it felt safe to assume I would logon and just get the code and enter. Not to mention we'd be on the road for several hours, very little signal. Upon arrival it was very hot about 38c, dark and scary and code hadn't been sent. Our daughter was very distressed and was literally throwing up. She has learning difficulties so doesn't respond well to challenging situations. I tried to call owner..number not recognised. Messaged her on email and via the booking .com app. Pleaded for the code. 45 minutes passed and no response. My daughter was crying loudly at this point so we had to move on in search of a hotel. We finally got space in one so worry over at that point. The property owner finally responded with a code at 3am. Then 45 minutes later resent it as the first one she'd sent was incorrect. She is now refusing a refund and booking.com say she sent the code so no refund due. We've also confirmed it wasn't a scam. AIBU to expect the code on the day of check in and not to have to beg for it in the early hours? Of course I made a big mistake not pulling over and checking earlier on it had been sent but I felt reassured by the good communication prior to this. That I just assumed it would have been sent to us before she went to bed at the very latest.

PrrrplePineapple · 03/09/2023 09:10

I think unless you have confirmation from the property owner that the key code was not sent, you may be out of luck.

I am away this week and the key code was not sent to me, so I messaged for it before I started travelling and had it in good time for my arrival (had a calendar reminder set so I would remember to ask, as wanted to avoid your exact situation). The owner said she'd sent it 2 days prior, but for some reason I never got it. It's just one of thoe things you need to prepare for unfortunately.

Whataretheodds · 03/09/2023 09:18

MrsBennetsPoorNerves · 03/09/2023 08:41

Well yes, of course, but it's also a hospitality standard to give you access to the room you've paid for when you arrive at the agreed check in time!

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Oh for goodness sake, yes of course it is. I've agreed with that and not said anything to the contrary.

MrsBennetsPoorNerves · 03/09/2023 09:30

Whataretheodds · 03/09/2023 09:18

Oh for goodness sake, yes of course it is. I've agreed with that and not said anything to the contrary.

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So what was the relevance of your point, exactly? Not being sparky, just don't really understand what the point was that you were trying to make.

macrowave · 03/09/2023 09:31

PoshPineapple · 02/09/2023 18:08

I really want to know where in France it's 38 degrees at midnight!

But yes, of course you should get a refund. Who's to say that if you HAD started chasing for the code on the morning of the check-in date, that you still wouldn't have got a timely reply from the contact?

The highest night temperature ever recorded in France was 26.8°C, during the 2019 heatwave.

Original poster

sezzer87 · 03/09/2023 11:00

PrrrplePineapple · 03/09/2023 09:10

I think unless you have confirmation from the property owner that the key code was not sent, you may be out of luck.

I am away this week and the key code was not sent to me, so I messaged for it before I started travelling and had it in good time for my arrival (had a calendar reminder set so I would remember to ask, as wanted to avoid your exact situation). The owner said she'd sent it 2 days prior, but for some reason I never got it. It's just one of thoe things you need to prepare for unfortunately.

I have proof as it was all done via communication over the booking app. Booking have reported her and are making her refund me so looks like they agree that it was her responsibility to give the key code and not mine to chase it for days.

OP posts:

rachelvbwho · 03/09/2023 11:07

Ultimately you booked from 2pm - 10am and only got access at 3.45am. That is not acceptable and Booking.com should refund you for that.

I actually think you arrival time is the red herring here. It shouldn't matter what time you intend to arrive, you booked the accommodation from 2pm so it should have been ready and accessible for you from that time.

Clymene · 03/09/2023 11:26

Good, I'm glad to hear that @sezzer87

I shall revise my opinion of booking.com if they deal with this appropriately

BeMoreBarbie · 03/09/2023 11:28

Some sense from booking there. Great news!

ReleasetheCrackHen · 03/09/2023 11:34

sezzer87 · 03/09/2023 11:00

I have proof as it was all done via communication over the booking app. Booking have reported her and are making her refund me so looks like they agree that it was her responsibility to give the key code and not mine to chase it for days.

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That’s positive news OP! Perhaps they are doing better now.

Dutch1e · 03/09/2023 11:37

sezzer87 · 03/09/2023 11:00

I have proof as it was all done via communication over the booking app. Booking have reported her and are making her refund me so looks like they agree that it was her responsibility to give the key code and not mine to chase it for days.

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So they should, that's good to hear.

Your arrival time is completely irrelevant, you paid for access from 2pm and didn't get it, end of.

I can't believe how many people on here are just trying to pick a fight, it's ludicrous.

gogomoto · 03/09/2023 11:40

Yanbu to get a full refund. Make sure that booking.com is aware that the owner didn't send the correct code until 3am the day after you were due to check in (as opposed to the day before.)

If you have any issues in the future just call booking.com, I've found them really useful and they have sorted any issues including relocating us once. I also highly recommend choosing places with a 24 hour reception if you plan to arrive after 8pm anyway, I've had code problems several times so would never trust this for a late night check in (I've often had to check in late due to driving or flights and never had an issue with hotels with 24 hour receptions)

ploofmamoof · 03/09/2023 11:58

I'm very glad you got the refund that you deserve OP.

Mumsnet is such a weird place. I have no idea why so many posters thought the OP was BU. a service was agreed, said service was not provided. That is it. The criticising of the OPs travel plans was ridiculous and unnecessary.

ploofmamoof · 03/09/2023 12:00

friskybivalves · 03/09/2023 07:44

The smug and lofty 20/20 perfect parenting/travelling/holidaymaking on this thread is a total marmalade dropper.

Accommodation woman fucked up royally. Fucked up because she had one job in this transaction. OP had one job - to pay. Accom woman had one job - to email code in timely manner. And she flunked it big time. OP has the proof. Hence she deserves refund.

All the rest is absolute ocean-going vein-popping victim-blaming stuff and nonsense. Everyone leaping in to throw bricks with their random interventions about SN and Brittany holidays and long drives IB VVVU.

Perfectly put!

cakeorwine · 03/09/2023 12:05

Mumsnet is such a weird place. I have no idea why so many posters thought the OP was BU. a service was agreed, said service was not provided. That is it. The criticising of the OPs travel plans was ridiculous and unnecessary

The OPs travel plans are fine. We have just done similar - except we stopped a bit further North and had a pre booked campsite.

Just a bit surprised that it was hard to get a signal on a journey from Northern France down to the Pyrenees. That's a long way without a signal.

And a bit surprised that the OP didn't check till 12.25 am that she had received a code. I mean there's trust in someone doing their job and being totally relaxed.

Glad she got the refund - I said at the start she should have got one. The owner did have 1 job to do.

Original poster

sezzer87 · 03/09/2023 12:35

cakeorwine · 03/09/2023 12:05

Mumsnet is such a weird place. I have no idea why so many posters thought the OP was BU. a service was agreed, said service was not provided. That is it. The criticising of the OPs travel plans was ridiculous and unnecessary

The OPs travel plans are fine. We have just done similar - except we stopped a bit further North and had a pre booked campsite.

Just a bit surprised that it was hard to get a signal on a journey from Northern France down to the Pyrenees. That's a long way without a signal.

And a bit surprised that the OP didn't check till 12.25 am that she had received a code. I mean there's trust in someone doing their job and being totally relaxed.

Glad she got the refund - I said at the start she should have got one. The owner did have 1 job to do.

Like I said earlier it was probably my phones issue as i never received the welcome to France txt despite having roaming data on. I never had any issues on the way back.
In hindsight I would have made it a priority to check but the owner made it sound so organised, that we'd receive the welcome email with the code. I made a mistake to trust this but you live and learn and I won't be booking any obscure accommodations again.

OP posts:

PoshPineapple · 03/09/2023 12:36

macrowave · 03/09/2023 09:31

The highest night temperature ever recorded in France was 26.8°C, during the 2019 heatwave.

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Yes, I think I recall that. I lived in Marseille for 5 years from 2014 and not once did I ever see temperatures above 25 degrees at night (although frequently between 23 and 25 in July), I'm pretty sure 38 degrees at midnight is unlikely!!

Original poster

sezzer87 · 03/09/2023 13:41

@PoshPineapple

38c was what our car was saying. It was 35c the next day. I know the weathers been shite in the uk but it was 40c by the time we got to Spain. As if I would bother lying.

OP posts:

eurochick · 03/09/2023 15:01

I sometimes adjudicate on consumer disputes as part of my job. I would give the OP a refund unless there was something in the terms and conditions that indicated she was not entitled to one.

She booked accommodation. She was entitled to access from I think 2pm (am on the app and can't look back while I am posting). The owner represented that a key code would be provided for access prior to the start of the OP's stay. It wasn't. When the OP chased she was given the incorrect code. The correct code was not given until a time at which the OP would not get a decent sleep before the check out time.

Good luck OP.

Whataretheodds · 03/09/2023 16:54

MrsBennetsPoorNerves · 03/09/2023 09:30

So what was the relevance of your point, exactly? Not being sparky, just don't really understand what the point was that you were trying to make.

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The suggestion was that OP was entitled to a refund because 3 30am is too late a check-in to make use of the accommodation for that night.

My point was that it doesn't matter whether you plan to check in at 1am or 5am it's standard that you still have to book and pay for the accommodation for a night.

I also said that I agreed OP should be entitled to a refund, but because she was unable to check-in at the time specified, was given incorrect contact info, and therefore was left on the street for an hour and a half in the middle of the night, ie didn't get the service she paid for.

AuntieEsther · 03/09/2023 17:33

Whataretheodds · 03/09/2023 16:54

The suggestion was that OP was entitled to a refund because 3 30am is too late a check-in to make use of the accommodation for that night.

My point was that it doesn't matter whether you plan to check in at 1am or 5am it's standard that you still have to book and pay for the accommodation for a night.

I also said that I agreed OP should be entitled to a refund, but because she was unable to check-in at the time specified, was given incorrect contact info, and therefore was left on the street for an hour and a half in the middle of the night, ie didn't get the service she paid for.

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No that was never the suggestion!
youre persisting in misinterpreting for some reason. The reason 3.40 was too late is because the OP planned to arrive at 1am and therefore not allowing entry until 3.40 was too late for it to be useful FOR THEM!!!