On Sunday my partner and I booked a hotel only holiday in Mallorca through a site I have not used before. We stipulated two rooms with two people in each and received an email confirming this (clearly stating two rooms) but said confirmation of the booking would be within 48 hours. We have just received confirmation but only for one room (for two people) yet the deposit has been taken.
We have tried to contact the company as this would obviously not be acceptable (we are a family of two adults and two children) but the telephone is not answered so we have emailed asking for a refund of the deposit.
Are we entitled to this? (we paid by mastercard).
Thanks in advance
ps I have not named the company yet as it is early days, but they are agents to a well know internet travel company.
I wouldn't have e-mailed and asked for a refund. I would have sent them a copy of their original e-mail showing 2 rooms and saying that on the confirmation you have now received, it only shows 1 and could they confirm what has been booked. It may just be an typing error. Karen
If this is not resolved to your complete satisfaction within 48 hours bounce the whole matter into the lap of Mastercard.
Explain to them what has happened and get them to freeze the amount pending their enquiries - then book elsewhere.
When Mastercard have talked with THEIR merchant (the travel company) they will sort the matter between them as clearly you have documented proof of what you requested/paid for but equally, documented proof of something different being supplied.........breach of contract.
Section 75 of the consumer credit act protects you in this regard providing you paid more than £100 (for the deposit).
Explain to them what has happened and get them to freeze the amount pending their enquiries - then book elsewhere.
When Mastercard have talked with THEIR merchant (the travel company) they will sort the matter between them as clearly you have documented proof of what you requested/paid for but equally, documented proof of something different being supplied.........breach of contract.
Section 75 of the consumer credit act protects you in this regard providing you paid more than £100 (for the deposit).
Hi
Thanks for replys. Normally we would have asked if it was a mistake but we checked with the main agents for this hotel, the company we booked with were subagents (we only found this out when we received the booking confirmation) and they had the hotel listed as fully booked - with two children we didn't want to take the risk. If they had answered the telephone - maybe we wouldn't have been so hasty!
Anyway we have received an email back confirming the hotel is fully booked and saying the deposit will be refunded.
Thanks Mike (although I must say - I always hoped I wouldn't need your advice) it made me feel better to know if the worse came to the worse - the Credit Act was behind us
.
Thanks for replys. Normally we would have asked if it was a mistake but we checked with the main agents for this hotel, the company we booked with were subagents (we only found this out when we received the booking confirmation) and they had the hotel listed as fully booked - with two children we didn't want to take the risk. If they had answered the telephone - maybe we wouldn't have been so hasty!
Anyway we have received an email back confirming the hotel is fully booked and saying the deposit will be refunded.
Thanks Mike (although I must say - I always hoped I wouldn't need your advice) it made me feel better to know if the worse came to the worse - the Credit Act was behind us
.
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