I'm after a bit of information please. I have googled and googled, and unfortunately not been able to find what my rights are for a hotel being double booked. Here is my situation:
On the 31st March 09, I booked a flight, and hotel, from travel republic for myself and 3 friends for the 10th July. We booked 1 room that accommodated 4 people at Alexander the great hotel. The flight and hotel where booked at the same time, and the atol fee was paid, however it was not a "package holiday"
However, 6 days before we were due to depart, Travel republic contact myself to say that the hotel had been double booked. As you can imagine, with being meant to fly in 6 days, this was frustrating, but at the same time i do understand these things happen. They offered us different accommodation which was no where near where we where originally staying. I spent a few days of arguing with them, due to them insisting that if we wanted to stay somewhere else other than the accommodation that they were offering, then we would have to pay extra. There were not many hotels available at such short notice. I did request that I would be happy with a full refund, for hotel and flight, but they refused saying they could only refund the hotel. Eventually they agreed to sort us accommodation closer to where we were originally staying for no extra cost, so we where quite happy that this was now sorted.
However, when we arrived at our new hotel, the Savvas, and where showed to our room, we found that the room was far too small for 4 people! It had 4 single beds all lined up in a row, and even on the inside of the door, it had a sign saying "occupancy - 2". Only 1 half of the double balcony doors would open due to beds being in the way, and we had to climb on the beds if we wanted to go onto the balcony.
We immediately complained to reception, who said there was nothing they could do as they were fully booked, but that she would let us know if a room came available in the next day or two, then we could have it.
Nothing came up, so we had to grit our teeth and enjoy our holiday being away from the room! However we took pictures and details so we could complain and get a full or nearly full refund on the cost of the hotel.
I wrote a complaint letter to travel republic on my arrival, and around 5 weeks later they sent a reply with a "good will gesture" of £60!! The accommodation cost us £476!!
A member of our party even went into Alexander the great hotel (the original hotel we booked) as he knew someone who was staying there, and the rooms where so much bigger and more suitable.
What are my rights? Am i right in thinking that if a travel operator double book a room, then i am entitled to either a full refund of the accommodation, or an alternative accommodation of the same, or better standard?
I look forward for your assistance!
I hope you thought to take a photo of the notice on the room door stating occupancy was for 2. TR should then, IMO, sort this out with the hotel concerned, as, as the agent they should be acting on your behalf.
Thanks for the reply! Yes I took photos of everything. TR replied saying that they have contacted the manageress of the hotel who said that we never once complained to her! Which REALY has annoyed me because its the first thing we did! And she said that the holiday booking company (TR?) phoned her up before we flew out and was asked if 4 beds can go in a double room! We wouldn't of minded if TR sorted out 2 rooms with 4 beds, but its just the fact that we paid for a room to occupy 4 beds, and i clearly didn't get this! Its just so frustrating!!
At least they gave you six days notice which is more than they did for my daughters.
Got to agree with Glynis. It is unlikely that TR overbooked but as the agent they should be trying to get this sorted out for you. Presumably they used a bed bank or similar to book your hotel so should be persuing the matter with them. Again, agree it was probably the 4 bedded room which caused the problem as in Europe 4 beds suitable for adults all in one room are few and far between.
Hope you manage to get a satisfactory outcome.
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