Active discussions

Meet the Other Phone. Flexible and made to last.

Meet the Other Phone.
Flexible and made to last.

Buy now

Please or to access all these features

Talk
Holidays

Use our Travel forum for recommendations on everything from day trips to the best family-friendly holiday destinations.

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:
Butchyrestingface · 13/07/2023 15:38

We were seriously unimpressed, but after a long journey had no real choice other than to say we’d pay.

"Than to say we'd pay".

They're definitely worse than you, but this is one of those threads where I don't like either of you.

SamW98 · 13/07/2023 15:41

listsandbudgets · 13/07/2023 15:26

I once turned up.at a hotel and they had double booked my room..I was offered an upgrade for same price price or a less.good room for 50 percent discount and free dinner.. I went with downgrade and dinner..The room.was.fine and the dinner.was delicious and since it was only for 1 night it was fine. I went back the next time I was in the area and got a superior room sonthey secured my loyalty. They were extremely apologetic.

It definitely sounds like a bait and switch scam OP

And that is how reputable businesses with class conduct themselves

WomanStanleyWoman2 · 13/07/2023 15:46

HN3452 · 13/07/2023 14:40

"snuck out like Bonnie and Clyde" - did the OP have a gun then?!

"reneged and ran off" - ran off? Like the bandits they are - shouting "you'll never catch us" and firing off that pistol 😂

I swear some people should write ruddy awful fiction with the take they have on OP's posts

Show quote history

Yeah, you wonder why when they made the film they bothered with all those bank robberies and car chases. I reckon what cinema goers really wanted to see was Warren Beatty stumbling to put his shoes on in the dark and Faye Dunaway hissing “Will you be quiet? I’m trying to squeeze the complimentary soaps into the case!”

WomanStanleyWoman2 · 13/07/2023 15:54

They will probably have you flagged on the booking platform at a minimum and you may find limited availability going forward and they may lay a criminal complaint.

A criminal complaint? With what evidence? OP has the original booking confirmation at the original price, which she can prove she paid. When it comes to the hotel’s little scam, it’s their word against hers. The police wouldn’t be interested in this non-case.

Cucucucu · 13/07/2023 15:54

Would send them the email of the booking with payment and remind them they were the ones failing to comply . Then leave them a 1 star review on every single review site I could find !!! That’s absolutely ridiculous

Madrid67 · 13/07/2023 15:59

When this happened to us we were upgraded free if charge. They shouldn't have charged you extra it was their error. I would complain to them officially and also to the booking site. As presumably your contract was with them.

Cucucucu · 13/07/2023 15:59

saffronsoup · 13/07/2023 15:19

I have had this bait and switch happen in AirBnB too. The oh sorry the room you booked is no Ionger available but we have this room for x more money. It’s just scammy business practice and I would not send them money. A legit business would feel horrible they accidentally overbooked and would give you a free upgrade. Their response shows this was all just a scam. They know there is nothing else available so they can get people to pay the scam tax.

I had that too recently with a house in France and then they where refusing to cancel and return the money . I rested a 3 bed and less than 10 m after I booked and paid they told me the other house had something broken and they would offer me a 2 bed but with the same number of beds . This was for 2 adults and 5 kids so I said absolutely not and they refused to refund , o had to go through Airbnb and then they send me a shity message saying Airbnb had penalise them and made them pay the booking fee anyway .

ZeldaWillTellYourFortune · 13/07/2023 16:00

Mirabai · 13/07/2023 14:13

They overbooked so they had to put their overflow into a more expensive room (so they say I suspect it’s just a scam). Their mismanagement is their problem.

Show quote history

People who don't like the quoted price are free to leave. Having acknowledged it and accepted the room key, they were obliged to pay.

Would you leave only a fraction of the cost of a restaurant meal if you changed your mind about the value, after eating it?

ZeldaWillTellYourFortune · 13/07/2023 16:02

changeyerheadworzel · 13/07/2023 14:46

Your own opinion but I do have integrity and morals and if I say I will pay for something I will pay for it. I keep my word.
I would have paid and then slated them in reviews but I would not have snuck out and dodged emails.....sure she hasn't even got the balls to answer an email.

Show quote history

I agree. A decent proprietor would have upgraded for free, but since they declined to do so, and the OP said they agreed to pay, then it's quite scurvy to slink out under cover of darkness leaving an unpaid bill. I couldn't hold my head up after doing such a thing.

ZeldaWillTellYourFortune · 13/07/2023 16:03

Ihavekids · 13/07/2023 13:46

I dont see how you could have known for sure whether there was other hotels available in the area. You were offered an option of an upgrade for 100 and you took it and agreed to pay. You then did a runner without paying.

If this was a large chain then meh, no big deal, just ignore all emails.

If this was a small family run affair then I think you've been really out of order. The hotel didn't act perfectly either, but at least they were honest. If it's the case that it's a small business personally I'd ring and pay the extra as I'd agreed to do.

Poor form all around.

It's just as immoral to stiff a "large chain" as it is to stiff a "small family run" lodging. Come on!

Precipice · 13/07/2023 16:04

ZeldaWillTellYourFortune · 13/07/2023 16:00

People who don't like the quoted price are free to leave. Having acknowledged it and accepted the room key, they were obliged to pay.

Would you leave only a fraction of the cost of a restaurant meal if you changed your mind about the value, after eating it?

Show quote history

They had a previous contract specifying the room type and price.

Would you pay anything a restaurant tried to charge you, over and above the previously quoted price? If you ordering off the menu an item costing 20.00, would you accept it if they came back after you ate it and said you had to pay 45.00 instead?

saffronsoup · 13/07/2023 16:04

ZeldaWillTellYourFortune · 13/07/2023 16:00

People who don't like the quoted price are free to leave. Having acknowledged it and accepted the room key, they were obliged to pay.

Would you leave only a fraction of the cost of a restaurant meal if you changed your mind about the value, after eating it?

Show quote history

On many of the booking sites, you pay when you book. So the contract is done. They have contracted to give you a room at a set price.

it is more like you contract with a venue to use their Ballroom B for your wedding reception agree on a price and pay. When you arrive to set up they tell you Ballroom B isn’t available but you can have Ballroom A for x more money. They know you have few options and so they can do this bait and switch. It is a known scam.

ZeldaWillTellYourFortune · 13/07/2023 16:05

tt9 · 13/07/2023 13:55

exactly. this was my first thought. sounds like a scam

Show quote history

People who think they are being scammed should walk away, not turn around and scam back.

Strugglingtodomybest · 13/07/2023 16:07

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

I would do nothing, except, if I could be bothered, leave reviews everywhere to warn other travellers.

It's outrageous that they tried to charge you for their mistake!

Meeting · 13/07/2023 16:07

Neither party is guilt free. You actually deserve each other.

Madrid67 · 13/07/2023 16:09

Why don't you offer to pay half?
OP doesn't have to pay anything over what they originally intended to pay . They paid for a room and the hotel provided one. It's the hotels fault if they overbooked the economy rooms. In this situation all reputable hotels would upgrade at no extra cost.

SamW98 · 13/07/2023 16:12

saffronsoup · 13/07/2023 16:04

On many of the booking sites, you pay when you book. So the contract is done. They have contracted to give you a room at a set price.

it is more like you contract with a venue to use their Ballroom B for your wedding reception agree on a price and pay. When you arrive to set up they tell you Ballroom B isn’t available but you can have Ballroom A for x more money. They know you have few options and so they can do this bait and switch. It is a known scam.

Show quote history

I working financial crime prevention and money laundering and yes it’s a well known scam

I actually have respect for the OP and anyone else who plays the scammers at their own game.

Scammers deserve to get shafted in return. I see the result of these thieves on people every day and zero sympathy for the hotel in this case.

saffronsoup · 13/07/2023 16:15

ZeldaWillTellYourFortune · 13/07/2023 16:05

People who think they are being scammed should walk away, not turn around and scam back.

Show quote history

They didn’t scam back! Not giving a scammer money isn’t scamming the scammer!!

Ihavekids · 13/07/2023 16:15

ZeldaWillTellYourFortune · 13/07/2023 16:03

It's just as immoral to stiff a "large chain" as it is to stiff a "small family run" lodging. Come on!

Show quote history

Sure, just as immoral, but what are the consequences? Premier Inn make a tiny weeny bit less?

But a mum and pop affair, struggling by after a proper shit few years, can't pay the heating bill, worried about paying staff etc etc...

To me it makes a big difference.

A large hotel with many rooms and branches can absorb the loss of not being able to let premium rooms out for a few days. It doesn't come directly out of someone's pocket. A family business is completely different...

SamW98 · 13/07/2023 16:16

Madrid67 · 13/07/2023 16:09

Why don't you offer to pay half?
OP doesn't have to pay anything over what they originally intended to pay . They paid for a room and the hotel provided one. It's the hotels fault if they overbooked the economy rooms. In this situation all reputable hotels would upgrade at no extra cost.

If the economy room they hooked even existed. More likely it’s a scam they try with their visitors to get more money than what’s on the agreed contract.

drpet49 · 13/07/2023 16:17

Phineyj · 13/07/2023 09:42

Contact trading standards and/or the local council for their location.

There is a word for this and it's extortion!

This. I wonder how many times before they have tried their little scam on other guests.

Mirabai · 13/07/2023 16:17

ZeldaWillTellYourFortune · 13/07/2023 16:00

People who don't like the quoted price are free to leave. Having acknowledged it and accepted the room key, they were obliged to pay.

Would you leave only a fraction of the cost of a restaurant meal if you changed your mind about the value, after eating it?

Show quote history

The quoted price was the price paid. The price slapped on them on arrival when they had no other options was not the price originally quoted.

The restaurant meal is a non sequitur.

Some people make it so easy to scam them.

GoodChat · 13/07/2023 16:19

Meeting · 13/07/2023 16:07

Neither party is guilt free. You actually deserve each other.

What was the OP supposed to do? She'd paid for her room. There was no alternative accommodation nearby. That was entirely the hotels failing.

GabriellaMontez · 13/07/2023 16:21

dishonest, untrustworthy, unhonourable
Interesting. That's how I'd describe them.

zingally · 13/07/2023 16:24

They are being CFs. Them being over-booked isn't your problem.

I suspect they probably try this with a lot of people. Continue to ignore their demands, as you are, or leave a review of your own!

I'd also be prepared to bet that the "over-bookings" don't exist...

Swipe left for the next trending thread