Left disgusting hotel who won't refund, can I get my money back?

[FreeBit]

A bit more digging and I have found this, dated 1 December 2023: Scroll down to the 3rd entry, as shown below

All Seasons Hotels Ltd	23 High Street, Chipping Norton, Oxfordshire	OX7 5AD

For some reason I can't show the complete table, look at the linked web page.

Oh my goodness! Look at that, (bravo!) they really are fraudsters! How have they not been shut down?! Where do you think this leaves me then and my very much needed £526.12?

[R0b]

A bit more digging and I have found this, dated 1 December 2023: Scroll down to the 3rd entry, as shown below

All Seasons Hotels Ltd	23 High Street, Chipping Norton, Oxfordshire	OX7 5AD

EDIT: For some reason I can't show the complete table, look at the linked web page.

And following on from that you'll find their website lists the Crown and Cushion as one of their locations.

https://www.all-seasons-hotels.co.uk/

[atticus]

You now know who to write to and against whom to bring your claim, that is where.

[FreeBit]

And following on from that you'll find their website lists the Crown and Cushion as one of their locations.

https://www.all-seasons-hotels.co.uk/

Incredible, that's so helpful, I can't thank you enough.

[FreeBit]

You now know who to write to and against whom to bring your claim, that is where.

I'm thrilled, thank you immensely.

[wales01man]

Last time i drove through there it was all shut up that was last week december

[islandgirl]

They were advertising a new year's eve do....https://www.facebook.com/profile.php?id=100057526626187 though I suppose they could have taken deposits then closed!

[EXC]

When I arrived at the hotel it was nothing like it was described, there were a multitude of issues, including: building works, workmen, debris, tools, noise.

If there are building works going on at the property it might be worth checking the local authority's planning website to see who applied for any relevant planning permission and if planning consent was provided.

[FreeBit]

They were advertising a new year's eve do....https://www.facebook.com/profile.php?id=100057526626187 though I suppose they could have taken deposits then closed!

Interesting! Curiouser and curiouser as Alice in Wonderland might say!

[FreeBit]

If there are building works going on at the property it might be worth checking the local authority's planning website to see who applied for any relevant planning permission and if planning consent was provided.

What a very clever thought! Thank you immensely!

[atticus]

An alternative thought is to keep your eye on the ball of what you need to do to win your claim and not allow yourself to be sidetracked.

[FreeBit]

An alternative thought is to keep your eye on the ball of what you need to do to win your claim and not allow yourself to be sidetracked.

That is very true thank you. I took the previous post regarding planning permission to mean that it may be useful for me to establish names for individuals that I may pursue for the refund

I intent to send a recorded delivery 'letter before court' addressed to the individual listed as the Director of the aforementioned company, that appears to be operating this hotel, may I share it with you and the forumites here first for your valuable thoughts on it please?

[wales01man]

That is very true thank you. I took the previous post regarding planning permission to mean that it may be useful for me to establish names for individuals that I may pursue for the refund

I intent to send a recorded delivery 'letter before court' addressed to the individual listed as the Director of the aforementioned company, that appears to be operating this hotel, may I share it with you and the forumites here first for your valuable thoughts on it please?

Wait for advice before sending letters to an individual its probably the LTD company you can take action against

[atticus]

Your claim should be addressed to the company, as previously advised.

[FreeBit]

Your claim should be addressed to the company, as previously advised.

Thank you.

I have drafted a Letter before claim to the company. I'd be immensely grateful for your thoughts if you could be so kind, please:

Dear Sir/Madam,

I write to notify you of my intention to take legal action against you to recover the sum of £526.12 owed to me. This is the sum I paid for a reservation to stay at your hotel, the Crown & Cushion, Chipping Norton for 21-28 November 2023.

I would like a full refund from you for the following reasons: The hotel was significantly not as described and the levels of service, comfort, safety and hygiene were entirely unacceptable. I did not stay at the hotel, your receptionist stated that it was fine for me to leave and that I would receive a full refund.

I made the booking via Booking.com on 4 November 2023 for 21-28 November 2023.

I emailed your hotel on the 4th, 8th and 17th November regarding my visit, and requesting a quiet room if possible, I did not receive a reply.

Booking.com debited £526.12 payment on 17 November 2023.

I arrived at The Crown & Cushion on 20 November and asked the Receptionist if I may stay an extra day (20th). This was approved. I asked if I may use the facilities that evening, after having driven many hours from Cornwall, I wished to enjoy the pool and gym as it was advertised on the website. I was informed these facilities along with breakfast were not available due to the building works and workmen being on site. I was immediately dissapointed as none of this information was made available to me at any point prior to my arrival.

On the journey to my room I had to traverse around workmen, there were tools and building debris on the floor, a ladder blocking the hallway, a man hanging from the ceiling and workmen noisily working both inside and outside in the courtyard, upon which the window of my room overlooked. It was extremely noisy with power tools and hammering polluting the air.

The fire door by my room, with a sign that clearly states ‘fire door, keep shut,’ was propped open with a watering can, the squashed can clearly having been used for this illegal purpose for some time.

The hallways and my room stunk of cigarette smoke, because the workmen used the fire escape through the aforementioned fire door to smoke.

As if this wasn’t enough my room was disgusting, it was freezing cold and filthy. The bathroom was dank, mouldy and stained, the shower curtain was badly stained with blood spatter that was also dripped across the heavily stained and marked linoleum floor along with with blood smears on the door. There were black mould stains and grime across the bathroom and around the bedroom window, through which I had a clear view of workmen hammering and smoking.

The radiator in the room did not work and the whole decor and presentation was extremely poor, dated and dirty.

I spent a couple of hours on my laptop trying to find somewhere else to go and the fact of the matter is that I could not find anything that I could afford, I had very limited funds left and had already parted with over £500 for your hotel. I suffer with chronic fatigue syndrome, and had to admit defeat and sleep, the travelling and the stress of the state of your hotel wiped me out.

In the morning my parents had thankfully found me another hotel, an hour away in Gloucester. I spoke with the receptionist and explained my unhappiness and desire to leave, Caroline (I believe) told me that it was fine, she apologised and told me that she would issue a full refund via Booking.com. I thanked Caroline, handed back the keys and left.

I cancelled my booking via Booking.com immediately on 21st November. I spoke with them both in writing and on the phone, they advised me that your hotel was not responding to their requests for a refund for me.

I telephoned the Crown & Cushion on 27 November and spoke with John, he said that he would look into it and help me get my refund, I explained that I was experiencing financial hardship in the absence of the refund.

I telephoned Booking.com, who again, confirmed that they had sent multiple requests by email to the hotel.

I drove (a 2hr round trip) to the Crown & Cushion later the day of the 27th, and spoke with Caroline, she advised me that her son, John, was dealing with Booking.com, she said, and I quote ‘that will be sorted for you today.’ Caroline then asked me to give her my number which she wrote on a note pad on her desk, she then promised that she, herself, would call me. I again explained to Caroline that I was experiencing financial hardship, having only £46 left in my account at that point, to which she replied ‘I promise you, we will deal with it today.’ Caroline went on to say (referring to my mobile number), ‘I will keep that there, under my nose, and I will ring you as soon as he (John) has handled it’.

At the time of writing this it is a brand new year and disappointingly neither John nor Caroline have called, even more appallingly I have still not received a refund.

I have contacted booking.com multiple times in the weeks that followed, they stated the following:

…On this occasion, despite our efforts and support for your claim, the accommodation has rejected your request…

Therefore, I would like a refund of £526.12 in full. This is the amount paid for the booking and what I am prepared to accept without legal proceedings. Should this case be brought to court then I intend to pursue the costs incurred and damages for the stress and suffering as a result of this abhorrent treatment by your company.

I have a number of photos, videos and audio recordings to evidence all of the claims made in my letter including the offer of a full refund made by the staff at your hotel.

I would like a response from you within 14 days from the date of this letter.

If I do not hear from you by this date then I will have no choice but to commence court proceedings, the costs of which will be included in my claim against you.

Yours Faithfully