Your rights when your hotel overbooks

How to complain when your hotel is overbooked

 

So you have booked your hotel and you’re looking forward to your stay and then disaster. The hotel contacts you and says it has overbooked or even worse you get to the hotel to find that it has overbooked. What are your rights and what should you do?

 

Ensure you know how you booked your hotel to complain to the correct trader

If your accommodation was booked with a UK travel company, then your contract will probably be with the hotel. But it could be that if part of a whole package then the contract it with that company. Your contract is with the business to which you paid the money.

The law protects you from hotel overbooking

The Consumer Rights Act 2015 states that you are entitled to services to be carried out with reasonable skill and care. Clearly if the hotel has overbooked, this is not the case!

Having to go to a different accommodation when your hotel is overbooked

If you have to go to a different accommodation due to overbooking then you can claim from the hotel for breach of contract. This would be what a court would deem as reasonable and could be the difference between the cost of the booked hotel and the new accommodation. So for example, a hotel in the area but of a similar standard, but if you can’t book due to the late notice then you should evidence that you tried to book a similar hotel but couldn’t and claim for the difference. You might also claim for extra travel expenses incurred due to the overbooking.

Booking with a hotel not in the UK

If you have booked directly with a hotel not in the UK then you will need to deal with the laws in that country. However, at least until Brexit, you will be able to quote EU laws see How to complain when booking a service based in the EU. The UK European Consumer Centre should also help with any claim.

If you have booked a hotel as part of a package

If you have booked your hotel as part of a package quote the Package Travel and Linked Travel Arrangements 2018. You are entitled to redress including:

Loss of value, the difference between the cost paid for the holiday and the one received.
Out-of-pocket expenses incurred reasonable costs as a result of the breach of contract
Loss of enjoyment, compensation for the disappointment and distress caused by things going wrong.
Personal injury, compensation for any personal injury incurred abroad (specialist legal advice is thoroughly recommended here).

Further help when complaining about hotels

Follow these 20 Tips to complain effectively

Rip Off Britain 10/05/2017

 

 

 

For loads of advice, tips, guidance, laws, advice and templates GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS!

 

 

 

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All you need to know about booking/complaining about holidays/flights for information, stories and templates and further advice on laws etc. regarding complaints about holidays and flights

 

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What to do when ripped off by a hotel

How to complain to a hotel

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When something goes wrong with your stay at a hotel you are within your rights to complain. Here is how best to complain.

Complain at the time of your hotel stay

This is important because there is an onus on the consumer to be reasonable as well as the trader. If the matter were to go further you will need to show that you provided the trader an opportunity to put matters right.Ask to see the manager

Get evidence of problems with your hotel

Take photos, details of names of people you complained to, dates and times and any evidence you can use at a later date if you need to do so.

Know your legal rights regarding your hotels

Consumer Rights Act 2015 The key things regarding hotels here are:
You are entitled to services to be carried out with reasonable skill and care. So if your room isn’t up to scratch or the service you receive is poor then you are entitled to redress. The percentage you should expect will depend on the level of service and how quickly they put matters right.

The place you stay must match the description. So if the brochure/website said the room will have xyz then xyz must be in the room in good working order.

The ultimate guide to complaining when eating out provides detailed information on how to complain in restaurants and cafes etc.

Complain at a later date

If you feel that you didn’t get redress at the time or you were unable to complain in the time then do complain when you get home. This may be to the manager or if a chain go higher. Use ceoemail.com to find the contact details for any CEO.

Complain effectively! 

See Top 20 Tips How to complain! for guidance on writing the perfect email/letter

How to complain when your hotel over books

Your rights when your hotel overbooks your rights and what to do

Complain even if your hotel is not in the UK!

How to complain when booking a service based in the EU booking on a non UK but within EU site

All you need to know about the Package Travel and Linked Travel Arrangements 2018 all your rights to help if a hotel is booked as part of a package

 

Look out timber frame on a beach "researching, booking and complaining aabout holidays and flights. Tips, ideas and your rights"All you need to know about booking/complaining about holidays/flights provides links to a variety of posts discussing how to prevent problems, successful complaints, your rights when booking and after your holiday etc.

 

 

 

book Logo cartoon cow at a laptop of book cover. How to Complain: The Essential Consumer Guide to Getting Refunds, Redress and Results!

 

For more templates, advice, information on holidays and most other sectors Get the Book! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS! 

Rip Off Britain 10/05/2017

hotel room complain about your hotel