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Original poster

Do we have a leg to stand on - travel agency

14 replies

missmouse1969 · 03/02/2025 14:53

Last year I booked two apartments for 4 adults. When we arrived at the destination airport at the end of September I contacted the travel company and asked where do we collect the keys from. They came back saying I had booked the apartments for different dates, which is true. I totally messed up.
We managed to find alternative accommodation via a different agency and the one we
had booked through previously said they would honour our booking and to let them have our required dates in 2025.
I went back to them in the December and requested dates for this coming May.
Their reply was I can no longer do this as I didn't let them have new dates before the end of their holiday season.
At no point did they mention that we had to let them know before a certain date.
The travel company have since offered a one off refund of £100 but we are still nearly £500 out of pocket.
Is it something that's worth pursuing to get our money back ?
Thanks for reading

OP posts:
TheFlis · 03/02/2025 15:03

Given it was 100% your error I am surprised they offered anything at all, most places wouldn’t. I would take the £100 and be grateful for it.

Original poster
missmouse1969 · 03/02/2025 17:12

Thank you

OP posts:
Zen8 · 03/02/2025 19:36

Could you ask them what dates are available and change your dates? Or book for the year after?

moochermini · 03/02/2025 19:39

So you didn't contact them again between September and December?

PercyFone · 03/02/2025 19:43

We're you expecting them to hold every possible date, after you made an error?

Original poster
missmouse1969 · 04/02/2025 04:11

Thank you for your replies.

No I wasn't expecting them to hold every date in 2025 open for us. It was just that they said "please let us know what dates you would like to return in 2025 and we will see what is available and move the booking for you + a small admin fee."
That was on the 3rd October.
I should have had the courtesy to reply and thank them but my mother became gravely ill on my return from holiday and passed a couple of weeks afterwards. I'm not making excuses and like I said I should have replied to them sooner but I wouldn't have been able to provide new dates as 2 of our party work as cabin crew and could not book annual leave until the end of the year hence why I went back to the travel agency on the 30/12/24.
Thank you again for your replies.

OP posts:
itsgettingweird · 04/02/2025 04:30

What dates did you originally mistakenly book for?

Was the apart,ent free cancellation up to a certain date?

If they didn't specify a cut off date I would be going back to them and saying that they haven't done what they said they'd do and if it was free cancellation I'd highlight you could have cancelled but didn't because of their offer.

Sorry about your mum Flowers

TappyGilmore · 04/02/2025 04:43

TBH I don’t think it’s unreasonable that you didn’t get back to them for three months or so. They didn’t specify a date that you needed to get back to them by, and it’s not like you were contacting them several years later.

But, I don’t think you really have a leg to stand on. It was your mistake originally so they didn’t have to offer anything, so I’m not sure that there can be any consequences for reneging on the offer.

Mummyoflittledragon · 04/02/2025 04:49

I’d chalk it up to experience. These things happen. I’ve wasted money. Not like this but in other ways.

Oblomov25 · 04/02/2025 06:02

No, still go back to them. Tell them about your mum. Ask them to compromise and be reasonable. They are a big company, it's no loss to them and they just don't care. Insist politely and firmly.

prh47bridge · 04/02/2025 09:05

Oblomov25 · 04/02/2025 06:02

No, still go back to them. Tell them about your mum. Ask them to compromise and be reasonable. They are a big company, it's no loss to them and they just don't care. Insist politely and firmly.

OP hasn't named the agency. so we have no idea if it is a big company or a one man and a dog operation. As others have said, it was OP's mistake in the first place. The agency did not have to offer her anything. And it clearly is a loss to them. If they were unable to relet the apartments on the dates OP had mistakenly booked, they are losing the rental fee. OP is in no position to insist. She may be able to persuade them to reinstate their original offer, but she cannot force them to do so.

LIZS · 04/02/2025 09:35

It sounds as if their offer was discretionary and could be withdrawn.

cheezncrackers · 04/02/2025 09:39

please let us know what dates you would like to return in 2025 and we will see what is available and move the booking for you

They never offered you specific dates OP, they said the bit in bold above quoted from your post. TBH, since it was your mistake, I think you were lucky they offered you anything at all. You could easily have lost the booking and your money at the time. I think I'd let it go tbh. You messed up twice - firstly by booking the wrong dates and secondly by not replying immediately with your thanks for their generosity and letting them know when you'd be able to get back to them with your dates for this year. But they never offered you specific dates to switch to, so I don't know why you thought they did. Perhaps you should read things more carefully in future!

YouveGotAFastCar · 04/02/2025 11:22

You needed to let them know that you wouldn’t be able to confirm dates until nearer the time; and see if that would be acceptable.

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