Editor's Blog1 min ago
Misleading Hotel Bill / Pricing System
16 Answers
Hello,
We recently bought a voucher for a nice boutique hotel as a gift. The hotel have a fixed price deal for a night away and dinner which is what we requested via email when we bought the voucher. We were told to ensure the recipient quoted the voucher code on making their booking, which they did.
However, the recipients of the voucher stayed at the hotel this weekend and on checking out were presented with a bill for roughly £500, nearly double the original cost of the voucher and were told they had to pay the difference. What we didn't realise and weren't told by the hotel is that when they booked they were supposed to specify they wanted the night away and dinner deal. Not knowing this they booked bed and breakfast. So the extra cost was due to the fact that they were expected to cover the cost of their evening meal.
We tried to explain the mix up to the hotel manager over the phone, backed up by the email chain from when we originally bought the voucher and requested the deal, but he insisted there was nothing they could do and the extra money would have to be paid. He also stated that room rates had increased since we bought the voucher which was also part of the reason for the additional cost (even though on their website the price is still quoted as it was originally.)
Do we have a leg to stand on or is this our fault? To us it feels like the hotel weren't clear in explaining how to use the voucher and are now being quite rude and absolutely refusing to budge. It's also made what would have been a lovely trip away a stressful experience for the recipient of the voucher.
Any helpful advice would be much appreciated!
We recently bought a voucher for a nice boutique hotel as a gift. The hotel have a fixed price deal for a night away and dinner which is what we requested via email when we bought the voucher. We were told to ensure the recipient quoted the voucher code on making their booking, which they did.
However, the recipients of the voucher stayed at the hotel this weekend and on checking out were presented with a bill for roughly £500, nearly double the original cost of the voucher and were told they had to pay the difference. What we didn't realise and weren't told by the hotel is that when they booked they were supposed to specify they wanted the night away and dinner deal. Not knowing this they booked bed and breakfast. So the extra cost was due to the fact that they were expected to cover the cost of their evening meal.
We tried to explain the mix up to the hotel manager over the phone, backed up by the email chain from when we originally bought the voucher and requested the deal, but he insisted there was nothing they could do and the extra money would have to be paid. He also stated that room rates had increased since we bought the voucher which was also part of the reason for the additional cost (even though on their website the price is still quoted as it was originally.)
Do we have a leg to stand on or is this our fault? To us it feels like the hotel weren't clear in explaining how to use the voucher and are now being quite rude and absolutely refusing to budge. It's also made what would have been a lovely trip away a stressful experience for the recipient of the voucher.
Any helpful advice would be much appreciated!
Answers
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Yes, looks like one of these situations where you need to specify which deal you are wanting to take up at the time you book, Sometimes these offers only apply on limited dates. It's usually on teh aperwork somewhere. Good luck- I would try again with the hotel but I'm not sure there is anything one can do if the terms condtions haven't been followed and teh hotel won't budge
Unfortunately I don't have the voucher in front of me so I'll need to double check the wording on there, but in our email from the hotel they said - "When your parents book the room, they just need to quote the voucher number, starting with CM. I have made notes in the booking as well to ensure they will have an amazing time"
The voucher was for such a specific amount, the exact cost of the deal so you would think they could see that its an honest mistake. I have a feeling we're not going to get anywhere with this though :-(
The voucher was for such a specific amount, the exact cost of the deal so you would think they could see that its an honest mistake. I have a feeling we're not going to get anywhere with this though :-(
//The hotel have a fixed price deal for a night away and dinner //
But you did not book that when you booked you booked B&B so of course there will be an extra cost incurred.
I appreciate that your email does not tell you to but surely common sense does tell you that you need to specifiy what you are booking?
But you did not book that when you booked you booked B&B so of course there will be an extra cost incurred.
I appreciate that your email does not tell you to but surely common sense does tell you that you need to specifiy what you are booking?
I scrutinise the bill each time....
the only time I have been ripped off - 5 rooms charged instead of 4 which a friend covered by mistake....
was because the grooms half sister had done a runner
the morning after
and they kinda slipped the fifth room onto mine
which I did notice eventually - in the car home !
thirty y later - groom n sis have an..... uneven relationship.
At the time I got kicked around for pointing out sissy's dishonesty
doesnt eally apply here - I just felt I had to tell you
the only time I have been ripped off - 5 rooms charged instead of 4 which a friend covered by mistake....
was because the grooms half sister had done a runner
the morning after
and they kinda slipped the fifth room onto mine
which I did notice eventually - in the car home !
thirty y later - groom n sis have an..... uneven relationship.
At the time I got kicked around for pointing out sissy's dishonesty
doesnt eally apply here - I just felt I had to tell you
The vouchers tend to be only available at quiet times of the week/year and sometimes in terms of accommodation they give you a basic room. We now turn up when on these Groupon (or similar) offers prepared to insist on a better room for the same price - and unless the hotel is full they are ususally very helpful
I still need to recheck the wording on the voucher as I don't currently have it, but i think it was just for an amount of money rather than a specific deal.
We didn't book through Groupon or any other site, it was all done directly with the hotel through several emails back and forth which is why I feel like they're being a little unfair. Admittedly we could be to blame for not telling the recipient to specify the deal when booking, but when we asked the hotel whilst arranging everything how the voucher works they said just input the code and mentioned that they had made notes on their system.
As Vulcan42 says, I think their system is perhaps a bit flawed, probably not intentionally to try and trick people, but it could be better
We didn't book through Groupon or any other site, it was all done directly with the hotel through several emails back and forth which is why I feel like they're being a little unfair. Admittedly we could be to blame for not telling the recipient to specify the deal when booking, but when we asked the hotel whilst arranging everything how the voucher works they said just input the code and mentioned that they had made notes on their system.
As Vulcan42 says, I think their system is perhaps a bit flawed, probably not intentionally to try and trick people, but it could be better
So I've checked and it turns out the voucher specifically says dinner and an overnight stay on any date of your choice. One thing Ive got slightly wrong - they didn't book bed and breakfast, they just booked a room using the voucher code and all rooms include complimentary breakfast anyway. One of the guests even phoned the hotel just before making the booking to double check how to use the voucher and it still seems to have gone wrong.
The hotel are also saying that part of the issue is room rates have increased since we bought the voucher (although as I said this price change isn't reflected on their website.) When one of the guests pointed out that the voucher said dinner and an overnight stay, apparently the lady on reception said that shouldn't have been printed on there. The more I hear the more confused I get!
The hotel are also saying that part of the issue is room rates have increased since we bought the voucher (although as I said this price change isn't reflected on their website.) When one of the guests pointed out that the voucher said dinner and an overnight stay, apparently the lady on reception said that shouldn't have been printed on there. The more I hear the more confused I get!
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