Just wondering what my rights are in this instance.
I booked 2 x twin hotel rooms on a hotel room website (not direct to the hotel). A couple of days after making the booking, I got a call directly from the hotel to say that instead of hotel rooms, we would be getting self catering accommodation. We specifically wanted the hotel rooms as it was booked as a treat for a friend.
I then cancelled the booking from the hotel room website and was informed that the deposit taken was non-refundable (via email).
I called the hotel room website this morning as I assumed that as they could not provide what I had booked, surely I should be entitled to a refund.
They have told me that it is up to the hotel to keep their rooms updated on the accommodation provider's website and they are to call the hotel. As of yet they cannot confirm if I will receive a refund.
I am awaiting a call back from them to confirm either way. The following are the two items in the terms and conditions, which look as if they have it pretty well covered, but I'm just wondering what other AAM'ers think:
2. In the unlikely event that you the Customer reserve accommodation through (Accommodation Provider) with the Accommodation Provider and that Accommodation Provider subsequently fails, refuses or neglects to provide you the Customer with the reserved accommodation, no liability shall attach to (Accommodation Provider). By completing this Reservation process, you the Customer agree to waive any claim against (Accommodation Provider) for any losses or damages arising from the failure of the Accommodation Provider to provide you with any reserved accommodation, or in the event that the accommodation provided is inadequate, or in the event that the accommodation provided has been mis-described, or for any losses or damages (to include costs) incurred during your stay.
3. To secure your reservation with the Accommodation Provider, you the Customer must enter credit card details of a credit card validly and legally held by you. Where a Deposit is required to secure your booking, these amounts are debited from your credit card by (Accommodation Provider) at booking time and are non-refundable. To secure your booking we charge a percentage of the daily hotel room rate as the booking deposit. This is multiplied by the number of rooms and nights booked (a deposit is taken to secure each room and each night reserved). If part of a reservation is cancelled this deposit is not refundable and can not be transferred to the remaining cost of the booking at the hotel.
I booked 2 x twin hotel rooms on a hotel room website (not direct to the hotel). A couple of days after making the booking, I got a call directly from the hotel to say that instead of hotel rooms, we would be getting self catering accommodation. We specifically wanted the hotel rooms as it was booked as a treat for a friend.
I then cancelled the booking from the hotel room website and was informed that the deposit taken was non-refundable (via email).
I called the hotel room website this morning as I assumed that as they could not provide what I had booked, surely I should be entitled to a refund.
They have told me that it is up to the hotel to keep their rooms updated on the accommodation provider's website and they are to call the hotel. As of yet they cannot confirm if I will receive a refund.
I am awaiting a call back from them to confirm either way. The following are the two items in the terms and conditions, which look as if they have it pretty well covered, but I'm just wondering what other AAM'ers think:
2. In the unlikely event that you the Customer reserve accommodation through (Accommodation Provider) with the Accommodation Provider and that Accommodation Provider subsequently fails, refuses or neglects to provide you the Customer with the reserved accommodation, no liability shall attach to (Accommodation Provider). By completing this Reservation process, you the Customer agree to waive any claim against (Accommodation Provider) for any losses or damages arising from the failure of the Accommodation Provider to provide you with any reserved accommodation, or in the event that the accommodation provided is inadequate, or in the event that the accommodation provided has been mis-described, or for any losses or damages (to include costs) incurred during your stay.
3. To secure your reservation with the Accommodation Provider, you the Customer must enter credit card details of a credit card validly and legally held by you. Where a Deposit is required to secure your booking, these amounts are debited from your credit card by (Accommodation Provider) at booking time and are non-refundable. To secure your booking we charge a percentage of the daily hotel room rate as the booking deposit. This is multiplied by the number of rooms and nights booked (a deposit is taken to secure each room and each night reserved). If part of a reservation is cancelled this deposit is not refundable and can not be transferred to the remaining cost of the booking at the hotel.
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