I'm hoping someone can offer me some advice as I can't seem to find anything similar to my issue online.
I booked a 4 night holiday to Mykonos for my mother and I through On The Beach.
Easyjet flights plus a hotel that OTB supplied via Hotelbeds.com.
On arrival I noticed the hotel looked nothing like the one I booked.
Basically, OTB had the Hotel name right, but the description and all photos were from another hotel. The major issue was that the hotel I had booked was a self catering hotel, all rooms include a kitchen, was written in the description. The hotel we arrived at had no rooms with kitchens. Also the general appearance was nothing like as good nor the amenities.
I contacted OTB immediately, forwarded photos as requested, and complained to their customer services via email.
Its now been a month and I've heard nothing, apart from they are awaiting a response from Hotel Beds.
My question is, although the booking was made with Hotel Beds, I booked it because of the advertisement on OTB website.
Who is liable?
On the Beach act as an agent providing a web search interface between you and various third party suppliers of travel products (e.g. flight, hotel or transfer). For flights we act as your agent in processing your booking with the airline; we are not the airline’s agent. Each product you choose has its own price independent of other products booked at the same time and creates a separate contract between you and the supplier of that product.
It appears by the above that your contract is with the supplier.
Did you make a payment using your credit card?
i did read that on their site, but the supplier, Hotelbeds, does not have a customer website.
Therefore, the choice I made was based on the information supplied by OTB. They surely have a responsibility to their customers to ensure the information they provide is correct?
I was not directed to any other website, nor provided any other information from elsewhere.
OTB removed the hotel from their site within 48 hours. I would imagine that advertising a hotel that basically doesn't exist is fraudulent?
On these websites if you look closely enough somewhere you will see
E&OE(Errors and Omissions Excepted) a nice little get out.
Unfortunately though that won't cover the extra money spent whilst there as we were unable to self cater.
Having looked into Mykonos I knew it was pricey but had still underestimated it. A small coffee for example was minimum €5 and a glass of wine €10 - €20.
We even had to buy mugs to drink bottled water from as the hotel didn't provide anything.
Im just so cross with On The Beach and their lack of care towards their customers. I use them a lot, as do family members, I even have a holiday for next year booked with them.
I have now lost all faith in them.
In future before you book any accommodation Google search it first for reviews & photos etc. I scour the net before I book anything, including Google maps.
Ouch at those prices!!
we also booked through OTB, and have complained to them, but they are ignoring our emails and will never go through OTB again.
They are great at taking your money, but don't care if anything awful happens.
I have uploaded pics of the hellhole they booked us into and written a review.
Just hope that people take the time to read it so they can make an informed choice.
Post a Reply
Please sign in or register an account to reply to this post.