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Jenny, Solicitor
Category: Law
Satisfied Customers: 6464
Experience:  Qualified Solicitor specialising in Employment Law and general legal matters. Please start your question For Jenny Only
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I booked on-line at "*****@******.***" a two night

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I booked on-line at "*****@******.***" a two night stay at the Woolpack Inn at Beckington,Somerset. I asked to transfer this booking to a later date due to being hospitalised for a cardiac condition and follow up O/P appointments. The terms and conditions state that a booking can be transferred but although they agreed a transfer they have since avoided answering my emails and the last email was from a different email address viz***@******.***
Hello my name is ***** ***** I am happy to help you today.
You said they agreed a transfer of dates, how did they agree this was it on the phone or in writing?
Customer: replied 2 years ago.
Written in their Terms and Conditions
So they haven't confirmed this with you at all then?
Customer: replied 2 years ago.
Herewith their email ----Original message----
From :***@******.***
Date : 11/12/2015 - 12:59 (GMT)
To :***@******.***
Subject : Woolpack Inn (218.250.059) Home | FAQ
Manage bookingDear *****ald Fearnley,Thank you for choosing are writing to you regarding your reservation###-##-####at Woolpack Inn, check-in date 2015-12-11, and check-out date 2015-12-13.To allow to change the dates on your booking, we kindly ask that you provide us with the exact dates that you wish to amend to.Once we have received these, we will be able to confirm if the dates are available and the rate accordingly.Please feel free to contact us with any additional questions.Kind regards,--
Jenna Burberry Customer Service Team
Ok so I assume you have now provided the dates as requested? How did you pay for the original booking and was it paid in full?
Customer: replied 2 years ago.
I tried to change the dates on-line but each date I entered was and there were many, were all shown as "unavailable" I then emailed them explaining this and gave them a choice of Mid Feb to Mid March and any date in April and have had no reply to this. However I had a subsequent email just acknowledging my cancellation but from a different email address.
Ok so when you booked did you pay in full? Are they offering you any solution?
Customer: replied 2 years ago.
I paid in full and no further solution has been received
how did you make the payment was it by credit card? and how much did you pay?
Customer: replied 2 years ago.
By Debit Card for £290.00
Customer: replied 2 years ago.
Apologies, I paid by Credit Card
Hi you are right that they are based in the Netherlands. They do have a UK telephone number to contact though so in the first instance I would suggest you do so on 0203(###) ###-####as it may be that a quick call can resolve the issue.
If the hotel cannot accomodate a change in date then you are entitled to a refund in the event that the terms of the booking stated that the stay could be amended or cancelled.
In the event that a phone call does not resolve the situation then you should check who took the money from your account as it may have been the hotel.
If the hotel is not following its own cancellation policy then they are liable to refund your money and you can contact them directly.
If they say that the hotel was incorrectly advertised then you may ulimately need to bring a claim against both the hotel and
I think it is unlikely to come to this though.
if you have any further questions please do ask. IF I have answered your question I would be grateful if you would take the time to rate my answer. Thank you and all the best.
Customer: replied 2 years ago.
Things are now certainly clearer but if I get no agreeable answer how does one proceed with a claim and would it cost more than the cost of my booking?
You can make a money claim online against the hotel (who I think is ultimately liable). You can do so at There is a fee of £25 but you can recover this sum if you are successful. If it transpires that the money was paid to (I think this is unlikely) and you need to issue against them then it is slightly more complicated as they are based in the Netherlands. If it comes to this then do come back to me for further advice at the time.
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