Tweet
Troubles with hotel booking site
Hi, could anyone give me some advice on my legal standing re the following matter?
I booked a hotel in Spain via a well known online hotel booking site, I will use the abbreviation LCH.
We booked our hotel with LCH in May 2014 and one week before we were due to travel to Spain to check in to our hotel, LCH contacted me to say the hotel was over booked and we would need to go elsewhere. They said they would look into an alternative, but I said we really wanted the hotel we had booked, and that we were repeat customers.
LCH promised to contact the hotel to ask them to reconsider. 3 days before our booking date, and LCH had still failed to contact us and every time we called we were fobbed off and told that there was only one person manning the phones that day.
We had been frantically trying to find an adequate alternative in the mean time. I ended up dropping our original hotel an email and was very surprised to receive a response within 3 or 4 hours after confirming there was no overbooking, and that everything was ok (I have this in writing, I re-emailed them asked them to double check that there was no over-booking. They got back and said there never was, LCH must have made a mixup).
I am really frustrated that LCH had lied to us, and when I made a formal complaint, they again failed to get back to me in the time scale promised. The entire thing had been a complete and utter nightmare, and I feel really let down by all of the lies.
Whilst we did get the hotel we wanted in the end, we had to spend hours of our own time chasing and sorting whilst LCH did nothing but take thousands of our money up front.
Do I have a legal leg to stand on regarding this matter, as I really would like to make an example of them. Have never experienced such terrible service.
I booked a hotel in Spain via a well known online hotel booking site, I will use the abbreviation LCH.
We booked our hotel with LCH in May 2014 and one week before we were due to travel to Spain to check in to our hotel, LCH contacted me to say the hotel was over booked and we would need to go elsewhere. They said they would look into an alternative, but I said we really wanted the hotel we had booked, and that we were repeat customers.
LCH promised to contact the hotel to ask them to reconsider. 3 days before our booking date, and LCH had still failed to contact us and every time we called we were fobbed off and told that there was only one person manning the phones that day.
We had been frantically trying to find an adequate alternative in the mean time. I ended up dropping our original hotel an email and was very surprised to receive a response within 3 or 4 hours after confirming there was no overbooking, and that everything was ok (I have this in writing, I re-emailed them asked them to double check that there was no over-booking. They got back and said there never was, LCH must have made a mixup).
I am really frustrated that LCH had lied to us, and when I made a formal complaint, they again failed to get back to me in the time scale promised. The entire thing had been a complete and utter nightmare, and I feel really let down by all of the lies.
Whilst we did get the hotel we wanted in the end, we had to spend hours of our own time chasing and sorting whilst LCH did nothing but take thousands of our money up front.
Do I have a legal leg to stand on regarding this matter, as I really would like to make an example of them. Have never experienced such terrible service.
Comment