I booked a hotel in Brighton 24/12/2014-26/12/2014 through third party website but paid for 2 nights at hotel. Third party website misinformed me that there would be 24 hour dining, no exceptions. Hotel informed me due to Christmas, only breakfast and buffet dinner was available, Christmas Lunch was fully booked. I emailed third party website and received response that they would contact hotel to resolve issue. 5 hotel staff including the chef assured me no lunch available, until finally, soup and sandwiches was provided. Following my stay, I submitted a review on Trip Advisor about what happened. Hotel responded that they had told third party website Christmas Lunch was available, and I refused their offer. I was never told of any offer by anyone and I have asked the hotel to compensate me for the way I was treated. They have refused but third party website offered me 20% refund of £160, the cost for both nights. My position is £32 is not enough compensation for the deceit of hotel staff, management, third party website, whoever is responsible for the utter lack of customer service that I received. Why is the hotel not liable? Thank you, ***** *****
Hi Alex, I would like to claim £160, the cost of the 2 night stay. I have asked the hotel's General Manager for this amount via email, he replied he did not think that I'm entitled to any refund from the hotel.
Since I did not actually incur a financial loss as such, your advice does not necessarily apply. I paid for 2 nights b and b and received that. What I did not receive was honesty, decent customer service, an apology in writing and a decent amount of compensation for having had to beg to buy any kind of lunch when the hotel website states 24 hour dining and does not mention any exceptions. Then to be told after the fact, that I was offered formal Christmas Lunch via booking agent and did not take up the offer. No one informed me of any offer, either the booking agent or hotel staff, that's why I feel entitled to compensation greater than 20 % offered by booking agent. So how can I file small claims in County Court?