Advice needed - booked the wrong hotel and unable to get a refund

parmoboy

parmoboy

Well-known member
I recently booked a last minute deal through Snaptravel to stay overnight at the Esplanade Hotel in Whitby. The confirmation receipt clearly states the address as being located in Whitby, North Yorkshire, however when I arrived at the Hotel I found that it was closed.

I phoned the manager who told me that the hotel has been closed for weeks now, and they didn't have the booking, and instead I had booked in to stay at the Esplanade Hotel in Whitby, South Devon. She told me that apparently it has happened a few times recently.

I phoned the hotel in South Devon and they confirmed that the booking was with them however told me that I'd have to request the refund through Snaptravel. I've tried phoning them and have been told that it's non-refundance because the booking has already been confirmed.

What can I do about this? I'm struggling to even understand how this has happened as the hotel address is definitely for the North-Yorkshire hotel.
 
Last edited:
If the confirmation receipt clearly says Whitby, the fact that the "booking has been confirmed" is not an excuse to refuse payment. The "booking has been confirmed" in Whitby, not Devon. I would not let that go. Get all your booking paperwork and emails etc. together re-check the lot and go back to Snaptravel and . Does it say Devon ANYWHERE in the booking documents?

The fact that others have the exact same issue back up your case against Snaptravel.

I've never heard of Snaptravel. Sounds shoddy on their part. If they are a travel agent, do they have any accreditation or the like. Have you looked at their terms and conditions?
 
Speak to your bank and ask for the transaction to be reversed using chargeback.

As you used a debit card, chargeback definitely the way to go as the receipt said Whitby therefore the service was not as described so you are fully entitled to a refund. State this rule (chargeback) to the company in question and don't let them fob you off.

In the future if you are spending anything that costs over £100 then use a credit card as Section 75 of the Consumer Credit Act gives you more rights and protection. If the purchase is under £100 then a debit card is fine and chargeback can be used if the goods/services are not as described or not delivered.
 
Steer said:
If the confirmation receipt clearly says Whitby, the fact that the "booking has been confirmed" is not an excuse to refuse payment. The "booking has been confirmed" in Whitby, not Devon. I would not let that go. Get all your booking paperwork and emails etc. together re-check the lot and go back to Snaptravel and . Does it say Devon ANYWHERE in the booking documents?

The fact that others have the exact same issue back up your case against Snaptravel.

I've never heard of Snaptravel. Sounds shoddy on their part. If they are a travel agent, do they have any accreditation or the like. Have you looked at their terms and conditions?
Click to expand...
Yeah, the booking confirmation clearly states Whitby, North Yorkshire and even has the hotel postcode. It doesn't say Devon anywhere in the documents.

Here's the terms and conditions re cancellations and refunds.

. Each booking will have its own unique cancellation policy which can be found on the final booking step as well as in the confirmation email. If the policy is non-refundable, that means the booking is final sale and will not result in a refund if cancelled.
 
Fat_Dragon said:
Speak to your bank and ask for the transaction to be reversed using chargeback.

As you used a debit card, chargeback definitely the way to go as the receipt said Whitby therefore the service was not as described so you are fully entitled to a refund. State this rule (chargeback) to the company in question and don't let them fob you off.

In the future if you are spending anything that costs over £100 then use a credit card as Section 75 of the Consumer Credit Act gives you more rights and protection. If the purchase is under £100 then a debit card is fine and chargeback can be used if the goods/services are not as described or not delivered.
Click to expand...
Yeah it was £82 in total so I'll use charge back.
 
parmoboy said:
Yeah, the booking confirmation clearly states Whitby, North Yorkshire and even has the hotel postcode. It doesn't say Devon anywhere in the documents.

Here's the terms and conditions re cancellations and refunds.

. Each booking will have its own unique cancellation policy which can be found on the final booking step as well as in the confirmation email. If the policy is non-refundable, that means the booking is final sale and will not result in a refund if cancelled.
Click to expand...
I'm not a lawyer but I don't think that T&C is relevant as you're not cancelling a booking.

You're asking for a refund because the service you've been given isn't the service you thought and had confirmed that you were paying for.
 
Scrote said:
I'm not a lawyer but I don't think that T&C is relevant as you're not cancelling a booking.

You're asking for a refund because the service you've been given isn't the service you thought and had confirmed that you were paying for.
Click to expand...
This - you entered into a contract based on the description you were given and they have failed to honour it. If you don't have joy with the bank a threat of a small claim action should get you a result.
 
You must log in or register to reply here.
Back
Top