Thomas Cook wrong hotel - Holiday Complaints, Holiday Forums

Thomas Cook wrong hotel

tricia180

2012-09-27 08:19:13

Hi I booked a holiday online with TC, received a confirmation e mail with hotel and invoice, they also took my deposit. following day received my E ticket with wrong hotel. Contacted them to be told that there had been a technical fault and the price I booked for the hotel I requested was wrong. They said I could change to the hotel I booked for, and they would waive the amendment fee !!. However I would have to pay the difference. After further discussions, the person I spoke to said management had agreed to honour my original booking.

I received a further E ticket yesterday with the original hotel I booked, however the price was still higher than I originally paid. I originally booked at £503 pp, the price the following day was £527 pp, which initially they asked me to pay, however the latest invoice states £518 (the price online yesterday)

Would appreciate any advice

cyprus100

2012-09-27 13:19:21

Re: Thomas Cook wrong hotel

I was always under the impression that once an invoice/payment had been run off the tour operators system - that was it. Holiday and price confirmed.

If for instance you booked a holiday advertised at 99 pounds instead of 199 pounds and the tour ops system had generated the invoice, then it's their loss if they made an error.

I don't see why the price should be any different if the holiday you booked online is the one you wanted and those are the details you received at the time you confirmed your booking. It sounds like their system has messed up after the event and not during it.

luci HT Mod

2012-09-27 17:35:24

Re: Thomas Cook wrong hotel

Read the Booking Conditions. If it states that you have a confirmed booking once you receive confirmation then they are in Breach of Contract if they try to change it.

I recently booked a hotel, but the hotel name was different on the confirmation. I contacted the company immediately and once I had provided a screenshot of the booking they changed it at no charge.

I also booked a hotel earlier this year. The company emailed me next day to say there was an error on their website and they had moved me into the cheaper sister hotel, or I could pay extra to stay at the hotel I had originally booked.

Their Booking Conditions stated that once they had sent a confirmation, a contract was in place. I replied stating this and they ended up honouring the original booking.

tricia180

2012-09-27 20:35:21

Re: Thomas Cook wrong hotel

Hi

Thanks for the advice I emailed them forwarding a copy of the invoice, requesting everything in writing. They have now honoured the price and written off the difference.

Fortunately for me they accepted it without the need to quote the booking conditions as I couldn't find them, I ticked the box but unfortunately didn't print them off.

cyprus100

2012-09-28 11:38:42

Re: Thomas Cook wrong hotel

Yeahey, that's a result!

They can be cheeky beggars these tour operators.... I know, I used to be one.

doe

2012-09-28 13:58:53

Re: Thomas Cook wrong hotel

tricia180 wrote:
Hi

Thanks for the advice I emailed them forwarding a copy of the invoice, requesting everything in writing. They have now honoured the price and written off the difference.

Fortunately for me they accepted it without the need to quote the booking conditions as I couldn't find them, I ticked the box but unfortunately didn't print them off.

Brilliant news. Pleased for you. :tup