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Original poster

Would you respond to abusive email from hotel?

323 replies

digginforturnips · 13/07/2023 09:26

Stayed at a small guesthouse recently for two nights. The hotel had overbooked their cheapest rooms. They told us on arrival that we could either pay the £100 extra for an upgraded room, or they could cancel our reservation and find another hotel. There was no availability nearby. We were seriously unimpressed, but after a long journey had no real choice other than to say we’d pay. Owners actually seemed really nice other than that.

We checked out at 5am and did not pay the £100. Hotel has sent us 6 emails asking for the money, which I have ignored all of them. Then today I got a long and very angry email from them telling us how we are dishonest, untrustworthy, unhonourable people. They told us they would be leaving bad reviews of us, and they would be filing a complaint with the booking website.

What would you do? Would you email back? Contact the booking platform for advice?

OP posts:
Funf · 13/07/2023 11:22

It's their problem they should have upgraded for free.
Just forward the emails to the booking site and leave a poor review once its all sorted.

GandhiM8Gandhi · 13/07/2023 11:23

Good on you

noglow · 13/07/2023 11:25

Hang on, so you agreed to pay the extra £100 then didn't? And checked out really early deliberately to avoid it?

I think that's very dishonest of you. I know they've been shit but your behaviour isn't squeaky clean.

Hungrycaterpillarsmummy · 13/07/2023 11:27

I think you're in the wrong here as they gave you a choice when you first arrived. You agreed and stayed and then decided to not pay.
I don't think the hotel behaved in a great way but I think what you did was worse

BodegaSushi · 13/07/2023 11:29

Anaemiafog · 13/07/2023 10:09

You did agree when you arrived though.

There is actually a legal term for this, it could be argued that the OP agreed to pay under protest, it's because they really had no other option than to pay more.

In my case I had to pay upfront, but was able to argue the case after using that term and got a refund.

I'm surprised the hotel hasn't just charged it to OP's card though

Twyford · 13/07/2023 11:32

Point out to the hotel that they broke their contract by overbooking, and you are only liable to pay the sum you agreed when you made the contract.

Iloveanicegarden · 13/07/2023 11:37

Don't want to 'hijack' the thread but has anyone else experienced using Groupon or such for 'reduced' rooms in hotels. We have twice been put in the shittiest, smallest rooms with poor facilities, no view, plenty of night time noise etc. Is this a way of filling these rooms by seeming to be 'on offer'?

BodegaSushi · 13/07/2023 11:42

Iloveanicegarden · 13/07/2023 11:37

Don't want to 'hijack' the thread but has anyone else experienced using Groupon or such for 'reduced' rooms in hotels. We have twice been put in the shittiest, smallest rooms with poor facilities, no view, plenty of night time noise etc. Is this a way of filling these rooms by seeming to be 'on offer'?

I stopped using groupon early on as I found that it was always the worst service that was being sold.

25sheets · 13/07/2023 11:42

They should, of course, have upgraded you without saying you needed to pay an extra £100 - that's bad however...you agreed to this. I would have more pride than to run away without paying what I'd agreed to do.

ItsNotRocketSalad · 13/07/2023 11:42

They tried to scam you and you got out of it with your agreed stay and the agreed time. Good for you!

I'd let them complain wherever they want. Nobody will care.

Serena73 · 13/07/2023 11:52

It’s not your problem if they overbooked. The upgrade should have been free. As to the review threat - I’d be telling them in my response that if that’s the path they want to go down then you’ll detail their actions in your own review!

Original poster
digginforturnips · 13/07/2023 12:01

The only reason we left at 5am is that we had a flight home!

OP posts:
Comefromaway · 13/07/2023 12:05

BodegaSushi · 13/07/2023 11:29

There is actually a legal term for this, it could be argued that the OP agreed to pay under protest, it's because they really had no other option than to pay more.

In my case I had to pay upfront, but was able to argue the case after using that term and got a refund.

I'm surprised the hotel hasn't just charged it to OP's card though

Show quote history

I think in this particular case it would be agreeing to payment "under duress"

Nofreshstarthere22 · 13/07/2023 12:06

They are the scammers. Don’t reply or engage.

WomanStanleyWoman2 · 13/07/2023 12:09

Contact the Mail or the Metro. They absolutely love stuff like this. Make it known what a bunch of scammers they are.

WomanStanleyWoman2 · 13/07/2023 12:11

Hungrycaterpillarsmummy · 13/07/2023 11:27

I think you're in the wrong here as they gave you a choice when you first arrived. You agreed and stayed and then decided to not pay.
I don't think the hotel behaved in a great way but I think what you did was worse

Christ, people like you really are a gift to these rip-off merchants.

Fancylike · 13/07/2023 12:16

This is called bait and switch, and they should be very careful with the threats, given that they are on the wrong side of advertising standards.

Ignore them, or post your own clear, factual review if you can bother the energy.

memyselfi · 13/07/2023 12:19

They are total chancers , the upgrade should have been at no additional cost.
Why did you agree though ?
That really muddies the waters and now you look dishonest.

WaitingForNothingGood · 13/07/2023 12:22

digginforturnips · 13/07/2023 12:01

The only reason we left at 5am is that we had a flight home!

Where was this? If it was outside the UK then you might get different advice and opinions?

WaitingForNothingGood · 13/07/2023 12:24

Why don't you offer to pay half?

Did you ever intend to pay?

WaitingForNothingGood · 13/07/2023 12:25

What booking company did you use?

Smellslikesummer · 13/07/2023 12:26

WaitingForNothingGood · 13/07/2023 12:22

Where was this? If it was outside the UK then you might get different advice and opinions?

Show quote history

Why? (Genuine Q)

wormshuffled · 13/07/2023 12:29

Look up the hotels previous reviews to see if they have form for this, bet they do.
I used to work at a hotel and if we had overbooked a room type it was tough shit for us and they would have to have a free upgrade.

My reply would be that you had no choice and they could leave you a bad review if they want, but you will return the favour on every platform.

babasaclover · 13/07/2023 12:31

Bet they try it with everyone to get the extra money. I wouldn't be paying it.

WomanStanleyWoman2 · 13/07/2023 12:33

memyselfi · 13/07/2023 12:19

They are total chancers , the upgrade should have been at no additional cost.
Why did you agree though ?
That really muddies the waters and now you look dishonest.

Where was OP going to go if she didn’t agree?