Hotel cancellation

[Hollyhocksarenotmessy]

Hi, I have had to cancel a hotel booking for 3 nights, with 6 days notice. Their terms and conditions say: "Our booking and cancellation policy for all bookings is that we require a deposit representing one night’s stay. Regretfully we must charge for bookings cancelled or amended within the cancellation period of your proposed arrival if the reservation is cancelled within 7 days of your arrival date or 28 days of your arrival date over Easter, Christmas and New Year, the deposit is non-refundable. If you cancel within 24 hours before your arrival date or no show, the balance of the quoted price will be debited from your card."

I believe this means they should take the deposit amount (one night), but they want to take the full amount. Who is right please? And what can I say to them if I am right. I have already told them I expect to pay one night as per their T&Cs but they have said all nights unless they can re-book them.

Thanks.

Look like you had to cancel earlier if within 7 days then the full amount is due
That’s how I read it

But it says if within 7 days, the deposit is non-refundable. If within 24 hours, the balance will be debited. They want to take the balance (I'm not disputing the deposit).

There is clearly intended to be a difference between bookings cancelled more than
A. 7 days before -
B. those cancelled less than 7 days before and
C those cancelled 24 hours before.

You are definitely B - so only pay one night.

If you had to pay in full for a B cancellation what was the point of category C?

Also second argument for arguments sake could be that you did cancel the second and third night with more than 7 days notice!

Regretfully we must charge for bookings cancelled or amended within the cancellation period of your proposed arrival if the reservation is cancelled within 7 days of your arrival date

You cancelled within 6 days of arrival date. They will charge for the whole amount.

@Hollyhocksarenotmessy

But it says if within 7 days, the deposit is non-refundable. If within 24 hours, the balance will be debited. They want to take the balance (I'm not disputing the deposit).

I read it like this too OP. And it says if cancelled or amended within 7 days, so their argument that the booking needs to be changed to keep the loss to deposit only cannot be right.

They wrote the terms and conditions and so if there is any confusion or ambiguity it should be resolved in your favour

That's terrible drafting. I read the same three categories as the poster above and put you in category b, so you lose your deposit of one night's stay. You only have to pay the full amount if you fall within the final sentence.

I read it as deposit it non refundable and charged regardless.

Full amount due if within 7 days (it’s the bit that begins regretfully). They could make it abundantly clear by saying “in full” but I read it as the full amount is due if you cancel “within 7 days of your booking.

"Regretfully we must charge for bookings cancelled or amended within the cancellation period of your proposed arrival if the reservation is cancelled within 7 days of your arrival date or 28 days of your arrival date over Easter, Christmas and New Year, the deposit is non-refundable.

What they mean is the deposit you never get back.

It’s really badly worded.

@Ylvamoon

Regretfully we must charge for bookings cancelled or amended within the cancellation period of your proposed arrival if the reservation is cancelled within 7 days of your arrival date

You cancelled within 6 days of arrival date. They will charge for the whole amount.

That's what I thought til I read this bit:

If you cancel within 24 hours before your arrival date or no show, the balance of the quoted price will be debited from your card

Which makes it ambiguous - why put that if you are going to be charged if you cancel within 7 days? Very badly written.

Yes, I take the first bit to mean there will be a charge if cancelled within 7 days, and then they detail 2 levels of charges. Within 7 days = loss of deposit (1 night). Within 24 hours = full amount.

I read it the same way you did OP, but it is poorly worded.

Poorly worded but I agree- looks like you lose 1 night only.

It is worth checking if there anything else that they might use to argue their case? Like a refundable rate and a cheaper completely non refundable rate?

No, one rate.

They didn't even take the deposit when I booked, but I'm happy for them to take it now, just not the full amount.

I read it as cancelling within 7 days and you lose the 1 night deposit, if you cancel within 24 hours you are charged the whole cost.

Otherwise why put that second part in if the same charge applies for people cancelling within 7 days?

Of course you could point out to them it would be better if they did not alienate a potential future customer!

But in the meantime you might want to look up how to challenge a disputed credit card charge.

The phrase “any attempt to make any further charge will be vigorously defended” may be useful!.

I’m reading it that you would lose the deposit between 7 and 1 day and the whole amount 1 day before. If they are adamant can you ask to change the dates instead so you’re not paying for so,etching you can’t use?

*something

I believe I have identified the hotel concerned. If I am right, I think the only way of reading this is as follows (using the categories identified by Ruthieness):

A. deposit refunded less a £10 admin fee
B. deposit not refunded, no further charges
C. you pay the full cost

You are clearly in category B (despite Ylvamoon's attempt to suggest otherwise) so you are only liable for the deposit. You are right, they are wrong.

Former hotel manager here. These things are often ambiguously worded. In my hotels that would mean that the first night would be charged - as cancellation is within 7 days. But the whole amount would be charged if cancelled within 24 hours. The premise behind it being resale of the room much less likely within 24 hours.. 6 days there is less chance to sell all the nights, but probably some of the nights.

"Our booking and cancellation policy for all bookings is that we require a deposit representing one night’s stay. Regretfully we must charge for bookings cancelled or amended within the cancellation period of your proposed arrival if the reservation is cancelled within 7 days of your arrival date or 28 days of your arrival date over Easter, Christmas and New Year, the deposit is non-refundable.

If you cancel within 24 hours before your arrival date or no show, the balance of the quoted price will be debited from your card."

I agree it is a bit confusing but the fact that they say they “must charge” if cancelled less than 7 days prior means that they will expect full payment as they would already have your deposit?

My understanding is the t and c mean, you pay deposit at time of booking. If you cancel less than 7 days prior you pay for entire stay. Deposit is never refunded.
So cancellation :

Up until 7 days prior : deposit only
Less than 7 days prior or no show: full payment

@MelissaD10

"Our booking and cancellation policy for all bookings is that we require a deposit representing one night’s stay. Regretfully we must charge for bookings cancelled or amended within the cancellation period of your proposed arrival if the reservation is cancelled within 7 days of your arrival date or 28 days of your arrival date over Easter, Christmas and New Year, the deposit is non-refundable.

If you cancel within 24 hours before your arrival date or no show, the balance of the quoted price will be debited from your card."

I agree it is a bit confusing but the fact that they say they “must charge” if cancelled less than 7 days prior means that they will expect full payment as they would already have your deposit?

My understanding is the t and c mean, you pay deposit at time of booking. If you cancel less than 7 days prior you pay for entire stay. Deposit is never refunded.
So cancellation :

Up until 7 days prior : deposit only
Less than 7 days prior or no show: full payment

The full Ts & Cs for this hotel are clear that up to 7 days prior they only charge £10 so I do not agree with that interpretation. Indeed, your interpretation ignores the bit that says the full price must be paid if you cancel less than 24 hours before the arrival date. Why call that out if it is the same as what happens if you cancel less than 7 days before the arrival date?

Just my reading, worked in hotels for 19 years 🤷‍♀️
Where is there any mention of £10 in the terms and conditions , Have I missed that bit?