I am looking for a bit of advise please.
I have booked to stay at a hotel called the Westin in Dubai. I have booked the hotel only with the compay and my flight direct with Virgin. It's write up made it out to be a fantastic hotel and the service and facilities were going to be amazing when it opened I booked a couple of weeks before it opened.
It has now opened and all the reviews on trip advisor a terrible! Also they do not have all the facilities open that made me book and it turns out it's 5 pools are actually shared ones that the hotel next door has in its grounds not nice shiny news ones with this hotel. This hotel only actually has one.
Also it states Westin Kids Club, which was another reason for booking as they are supposed to be fantastic clubs for kids. This is not open and again you have to send the kids next door.
I have called the company I booked with who is an on line company 2 weeks ago about not being happy, I was told to wait till last week as a member of staff was out there and would be back. She came back and I spoke to her, what she wanted from a holiday was not the same as me. She liked the shared facilitlies as she sounded a bit of a boozer, and we are not. She could not comment though if you had children so a wasted wait of a week really.
Anyway I said last week I wanted to change hotel and the girl said she would come back to me. She did not so called today. Lady was a bit off with me and did not call back as promised. I had to call again to be told I would be charged if I cancelled or charged £450 more to change to the other hotel I asked about.....! I have called 2 other companies and their quotes are only £40 more than what I have already shelled out, so I know she has loaded the price.
What can I do? Are they obliged to cancel free for the fact Kids Club will not be open and facilities are shared? I want to be ready for when they or I have to call again tomorrow. I have paid £300 deposit and supposed to pay the balance 10 weeks before departure which is this week.
Many thanks for adny advice.
The first thing to do is read the Terms & Conditions of the company with whom you booked.
That should set out their policy regarding cancellation or amendments. You agree to these when you make your booking.
Was it a UK based company?
UK law and their responsibilities only apply to UK companies or with a booking centre based in the UK.
fwh
That should set out their policy regarding cancellation or amendments. You agree to these when you make your booking.
Was it a UK based company?
UK law and their responsibilities only apply to UK companies or with a booking centre based in the UK.
fwh
I have booked through destinology and their terms and conditions are on line. They cover themselves for pretty much everything!
I have had a look at their T&Cs and the cancellation or amendment fees are clearly stated.
In my opinion they do seem unfair but they are there for all to see prior to booking.
The only suggestion I can make is you contact Ros Fernihough a Travel Law Solicitor and ask for some advice on this. Ros has helped many members here on HT. Please note Ros does not read postings on HT.
The direct number to Ros's PA Pam is 01922 705134
Or try the switchboard number 01922 633214 and ask for Travel Dept.
They will be able to advise you of your options in this case.
fwh
In my opinion they do seem unfair but they are there for all to see prior to booking.
The only suggestion I can make is you contact Ros Fernihough a Travel Law Solicitor and ask for some advice on this. Ros has helped many members here on HT. Please note Ros does not read postings on HT.
The direct number to Ros's PA Pam is 01922 705134
Or try the switchboard number 01922 633214 and ask for Travel Dept.
They will be able to advise you of your options in this case.
fwh
I would also put something in writing to them rather than just rely on telephone conservations. Ebookers had agreed to cover the cost of my B&B in Dublin as it had said in their web site. What I had written on the booking was room only.
They agreed that I should have B&B but I had nothing confirming this ie Voucher etc. Followed up with a further email and have now got it confirmed in writing.
I use trip advisor a lot when I book hotels. I had been put off recently about some of the reviews on the Ritz in Singapore but now the reports are excellent again. It depends on who writes the review.
Your problem is that this is a new hotel just opened and we all know that there are often teething problems. How much would you lose if you cancelled your booking?? Probably you have said how much. If you have to accept the booking if you put all your concerns into writing this should stand you in good stead in the event of a complaint being necessary. Like you I would not be happy going somewhere that had bad reviews. If there have been teething problems or things just not completed then it may have improved since these reviews were written.
Just don't want to find yourself in the middle of a building site.
Sue
They agreed that I should have B&B but I had nothing confirming this ie Voucher etc. Followed up with a further email and have now got it confirmed in writing.
I use trip advisor a lot when I book hotels. I had been put off recently about some of the reviews on the Ritz in Singapore but now the reports are excellent again. It depends on who writes the review.
Your problem is that this is a new hotel just opened and we all know that there are often teething problems. How much would you lose if you cancelled your booking?? Probably you have said how much. If you have to accept the booking if you put all your concerns into writing this should stand you in good stead in the event of a complaint being necessary. Like you I would not be happy going somewhere that had bad reviews. If there have been teething problems or things just not completed then it may have improved since these reviews were written.
Just don't want to find yourself in the middle of a building site.
Sue
See you have paid £300 but it is 10 weeks until you go and the Westin is a very good hotel chain and I think would be anxious to get things in order asap.
Sue
Sue
I have tried to ring the number for Ross, but just rings out.
I have also just had a call from Destinology to say basically tuff! The fact that the hotel next door is offering kids club that can be used means that no part of the description in incorrect for the hotel. Again the fact that 3 out of the 4 advertised pools are next door as well means the facilities are being provided.
I am so cross. They said if I cancel I have to pay £350 to do so.
I have also just had a call from Destinology to say basically tuff! The fact that the hotel next door is offering kids club that can be used means that no part of the description in incorrect for the hotel. Again the fact that 3 out of the 4 advertised pools are next door as well means the facilities are being provided.
I am so cross. They said if I cancel I have to pay £350 to do so.
There is something wrong with their phone in so much as it doesn't give the engaged tone, please try the above number if it happens againtry the switchboard number 01922 633214 and ask for Travel Dept.
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