Hotel pool closed

[car1sberg]

Hi, looking for some advice.

My family have booked to stay in a UK hotel in a few days time, it was booked months ago (via a third party website using credit we had from a trip that we’d had to cancel) - a special occasion and more than we’d ever usually spend for 1 night but the hotel has a lovely pool our that children were very excited to use.

I went on the hotel website earlier to show the children some photos and saw that the pool is closed for refurbishment until next year! We’re gutted. We’d never spend this amount to stay there had we known the pool would be closed, it wasn’t at the time of booking, nor was there any mention that it would be in the future, and nor have we been notified at any point.

I contacted the third party and was told that we can’t cancel as the cancellation window ended a few days ago (a random 9 days before our stay) and to contact the hotel. The hotel said they can’t cancel it as it wasn’t booked directly through them.

Does anyone know if we have any legal rights here? We’d have cancelled before the 9 day window if we’d known but had no reason to check if the pool may be closing, it was only by chance I saw today.

Thank you.

How long should did you book?

Because the key is… were they advising clients of the pool closure at the time of your booking

Did you buy any travel insurance or have any through your bank etc which might cover it?

No mention of the pool closure when we booked - it was before Christmas!

We do have travel insurance through our bank but we’d need to pay an excess I presume?

i very very very much doubt will be worth it when you’re paid the excess for everyone

and you need to check that it includes withdrawal of a key facility that you weren’t made aware of until post booking

but in truth, I wouldn’t bother.

Was it an indoor or outdoor pool? How long is the break for?

Indoor. It’s just 1 night. £370 😩

You started a thread yesterday about pursuing a claim against a B&B?!

So you’re perusing a B&B as well for a refund

You don’t seem to have much luck with accommodation op do you

Or maybe…

I would push the booking platform as it’s an amenity that you booked to use and you wouldn’t have booked there otherwise. It’s not a cancellation due to you backing out just that you won’t be getting what you’re paying for. Find a suitable replacement and push to be transferred there. If it’s booking .com I’ve had some really shit dealings with them so good luck.

Both totally different situations, not sure your point?

If you had paid on the credit card and they have changed the facilities I’d definitely apply pressure to cancel and find something alternative. If not go through your credit card company

It wasn’t the same website but similar. Annoyingly for existing bookings you need to use the live chat function only, rather than the phone. I did push it with them but they’re refusing to help.

You need to deal with the company you booked through and advise them you were not made aware of the situation with the swimming pool. Can you find out from the hotel when the works were decided upon and how each booking was notified? They should have a record of how they notified either yourself directly or the booking company. You could also ask that the booking be moved to next year once the pool is open.

So annoying. Honestly with these kinds of things I am a complete pain and will go straight to complaints. Find a number and get through.

V annoying. If they won’t accept a cancellation maybe they would offer a free meal for you all?

Can you contact the hotel directly and explain the situation? Ultimately they have the money you paid and they can refund it to the booking site. In future I’d book directly with the hotel, it’s always the most straightforward way to avoid 3rd party issues.

I would double check that the pool was included as an amenity at the point of booking and there were no notes about closure. If that is the case then I would pursue a partial refund through the booking platform, on the basis that a major amenity was out of service for the duration of your stay.

@car1sberg

get in touch with the uk based credit card company. Even if cancelled you have right under the consumer credit act. Tell them you require a refund as the pool was why you were going and it’s not there. It’s like half a kettle if you bought a kettle.

@car1sberg

they can refund to you bank account

I would be pressuring them to move you to another hotel with a pool. Go to social media if you have to.

Put the payment in dispute with your credit card is an option ?

Update - I rang the hotel again and spoke to a manager, they’ve agreed to give us vouchers to use at a nearby hotel. Not nearly as nice as theirs is but the kids will be happy. A little bit gutted still but it’ll be a lovely trip I’m sure! Thanks all.

I don't think I could get riled up over this, it's one night. Disappointing, but not earth-shattering.

Sorry I meant to say - to use the pool at a nearby hotel