In the UK, what rights do you have if a hotel is overbooked?
- By
- Aparna Patel
- |
- 24 Jul, 2023
- |
May I ask how did you book the hotel?
This a small detail but it can make a big difference.
If you booked directly at the hotels website then it is classed as a breach of contract under English law and you can make a claim.
Did you book with a credit card or debit card? If it was a credit card, then you can also claim against the credit card company for breach of contract.
If my memory serves me well, the hotel company must provide you with alternative accommodation at the same location or proximity, of the same standards & facilities as the room that you have booked with them. (Also provide you with a taxi to get to the other hotel).
Failing to do that they should refund your money, plus provide you with compensation. To be honest the handling of this kind of situations vary a lot, depending on the individual policies of the hotel companies and training (or the lack of it) of the hotel staff.
When I use to manage a hotel (again long time ago) I had the authority to refund and individually compensate (with vouchers) customers who happen to be in that situation.
I think these days and in your case as it sounds that you have booked with a hotel chain, you will have to claim in writing by contacting the legal department of the hotel chain.
The deputy manager of the hotel should have provided you with the necessary forms and contact details to make the claim.
Anyway, as they did provide you with the room that you have booked at the end, there are not many things that you can actually do.
If I was in your shoes, I might consider writing to the Head Office and express my disappointment and anger with the way that my booking was handle, you might end up with a some travel vouchers for booking a day or two in the future.
I hope that helps
Credit:stackoverflow.com‘