Hoseasons changed booking without informing me

[Sparklesprinkle1]

I’m looking for advice regarding where I stand please, before contacting Hoseasons when they open this morning.

In January I booked a 4 day break and at the time of booking we spent a long time selecting the lodge that was most suitable to us. The one we booked had a lovely big deck, with an hot tub overlooking the water.

I’ve just gone on to my hoseasons account and can see that the lodge we are staying in has been moved location and now overlooks other lodges and a field. The size of the deck is much smaller and the hot tub is shoved at the back of the lodge.

They didn’t inform me of this change.

I do not want to stay there because it isn’t what I agreed to at the time of booking.

The only resolution I’d be happy with is for them to move me to a like for like or better lodge, which overlooks the water and has a like for like or better outdoor area that we originally booked. I can attach pics of the differences if needed (if it helps the most recent email from them confirming my booking on 17/04 has a picture of the original outdoor area)

Their terms state;

13.2. If we or the Owner do need to make changes, we (on the Owner’s behalf where the Owner is making a change), will contact you by phone if reasonably possible in the case of a significant change or by email in the case of a minor change as soon as is reasonably practical. We will explain what has happened and let you know about the change. However, we will have no further liability to you

Have you checked your junk email to make sure they haven’t sent you anything. This is a significant change to the lodge you previously booked so you should be offered a full refund if you want one.

Thanks @Mindymomo. Would that be the case despite their wording ‘we will have no liability to you’. I have checked my junk and there is nothing.

My only worry is that I don’t have any screenshots to prove that the deck/outdoor space was as it was at the time of booking. I only have the link which I sent my partner however following the link now brings up the new deck/outdoor area. I have a feeling they will deny all knowledge of it ever having been different.

Bump

update: Hoseasons have stated that I was booked in to unit 37 and have been moved to unit 32 due to the park itself selling unit 37. I reminded them that my contract is with them and not the park. They tried to tell me that the outdoor area and deck is the exact same, so I have asked them to go back and check their archives to see the photos for themselves to see that the outdoor area and deck is not the exact same.

Any further advice on how to deal with them would be much appreciated

Is there a price difference between the two? Or do they fall under the same bracket of pricing and you had just been 'lucky' before?

If the latter, you might have more a fight in hand to get any compensation.

I reminded them that my contract is with them and not the park

I'm afraid you are wrong. You don't have a contract with Hoseasons. They act as agents, so your contract is with the park. This is clearly set out in their Booking Conditions paragraph 2.1. You need to take this up with the park.

@vivainsomnia the one I was transferred to wasn’t on sale for booking at the time. Only unit 37 was on sale for booking.

@prh47bridge ah ok, thank you. Still disappointing that they didn’t notify me of the change.

By way of an update, they have agreed to transfer us to a better lodge than we had originally booked which has a wonderful outdoor area. They have done this free of charge and should have been an extra £200 so I am happy with the outcome

Glad you've got a good result. Well done.