Booked hotel with ebookers and now they want me to cancel - HotUKDeals
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Booked hotel with ebookers and now they want me to cancel

£0.00 @ eBookers
On Monday afternoon I booked via ebookers a 2 week hotel stay in dubai for me and my family for Easter 2011. I was quoted £334 for 13 nights, I paid by credit card and promptly received an email …
whereisthesun Avatar
6y, 8m agoPosted 6 years, 8 months ago
On Monday afternoon I booked via ebookers a 2 week hotel stay in dubai for me and my family for Easter 2011.

I was quoted £334 for 13 nights, I paid by credit card and promptly received an email stating 'your reservation is confirmed. It also said for this particular booking the cancelation fee was 100%

Now, 2 days later they have called me to say they wanted to cancel the booking, due to rate loading error on monday i had been quoted a much lower rate then they intended. The lady referred to clause 3h in their terms and conditions which states if they make a mistake they can cancel within a week of the booking.
I refused to accept the cancelation and stated i had booked flights via another website due to the hotel stay being confirmed, i had also arranged time off work which could not be changed. Because i refused to accept the cancellation it has been arranged for a customer relations manager to call me in the next 48 hours.

I have just ran a fresh search to see what the price comes up for the same booking, i am astounded, it totals £6,508.45

Posting to see if anyone has had any experiance in dealing with ebookers or for suggestions on what i should say when they call me back. Should i just give in due to what it says in the terms and conditions or or is it worth fighting because they sent an email saying the booking was confirmed.
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whereisthesun Avatar
6y, 8m agoPosted 6 years, 8 months ago
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Comments/page:
#1
What exactly are you going to fight? You already admit to knowing about clause 3h.
It's a pain, but common practice dealing with buying on the web.
#2
was thinking if i stand my ground they might think about honouring the deal
#3
pretty sure at those prices(their normal ones I mean) they can afford to take a hit-stand your ground and see what happens-stick to the story about flights etc and see what happens-nothing ventured and all that.
1 Like #4
They're more likely to offer you £50 off your next booking than honour a price that would leave them £6K out of pocket.
#5
I'm surprised they even called you to cancel. you will probably just get a cancellation email and a refund.
#6
also thinking if i didn't have a leg to stand on, why did the lady offer a call from the manager
1 Like #7
Possibly to be awkward, not sure. Like others have said, stand your ground, you may get lucky, but somehow I doubt it.

when you order a mispriced item you usually get a confirmation email and the money is taken from your account, then refunded a few days later after they have cancelled. So I wouldn't hold out much hope.
banned 1 Like #8
It is unfair that they can cancel without comeback but you can't cancel without losing something...
#9
master_chief
It is unfair that they can cancel without comeback but you can't cancel without losing something...

exactly, if my circumstance had changed and it was me calling them to cancel, they would be expecting me to take 100% loss
banned 1 Like #10
whereisthesun
master_chief
It is unfair that they can cancel without comeback but you can't cancel without losing something...


exactly, if my circumstance had changed and it was me calling them to cancel, they would be expecting me to take 100% loss


You probably don't have a leg to stand on which is infuriating for you but fingers crossed anyway.
1 Like #11
Tell them that you do not care... basically! It's not your problem they have an inferior booking system. You have purchased a product and service and if they want to cancel the contract between you, they're going to have to offer you a suitable alternative - something you are happy with. If they decline, inform them you will speak to their CEO and all senior management, trading standards and anyone else who will be remotely interested such as ABTA and see what they say. In reality, without looking at their Ts and Cs, you probably really don't have a leg to stand on as presumably they've covered themselves. However, they don't want bad press and will no doubt take a hit just to keep you happy.
1 Like #12
As others have said, I would say stand your ground and hope for the best. The worst that can happen is they still say no!

Let us know what happens!! :D

Edited By: boardingnuts on Aug 04, 2010 10:45: i wanted to.
#13
Thank you all for your contributions, will wait for the call and then give it a good go.

I will post again to say what happened
1 Like #14
Check to see if the money has gone out of your account. If it has, that is a contrat with them and they must deliver what you have paid for. Not sure what law it is, might be the distance selling act or one to do with online purchases, as I know in the past when the likes of Tesco or Asda have mispriced a game or something on their website and if people had paid for it and money had gone out of their accounts, they had to hold up their side of the bargin and send the item as it had been paid for, but the money had to have come out of their account first.

I know thought if they haven't taken the money out and they realise their mistake you won't get what you paid for but they give you some sort of goodwill token.

Might be worth taking to citizans advice bureau to see where you stand, but if they have taken the money from your account they are legally obliged to give you your holiday.

I would add up how much out of pocket you will be if you don't get the holiday you have paid for, so how much out of pocket you would be having paid already for your flights, how much pay you will lose through wasted holiday leave etc and just say to whoever phones you this is what it is costing you because of their mistake and you expect fair compensation, and don't let them cancel it until you are happy.

Hope you get a good result and get keeping your holiday :)
1 Like #15
h) Our right to cancel

We reserve the right to cancel your hotel booking if we have made a mistake in relation to the price of your stay. We will ensure that we notify you of such mistakes within a week of your booking, provided your stay has not started yet.


Link to T&C's

Good luck, but I dont think you have much chance of winning as it states clearly in the T&C's that they can cancel due to mistake.

Try and get a good will gesture from them in form of a discount on another hotel.
1 Like #16
mishmash09
Check to see if the money has gone out of your account. If it has, that is a contrat with them and they must deliver what you have paid for. Not sure what law it is, might be the distance selling act or one to do with online purchases, as I know in the past when the likes of Tesco or Asda have mispriced a game or something on their website and if people had paid for it and money had gone out of their accounts, they had to hold up their side of the bargin and send the item as it had been paid for, but the money had to have come out of their account first.I know thought if they haven't taken the money out and they realise their mistake you won't get what you paid for but they give you some sort of goodwill token.Might be worth taking to citizans advice bureau to see where you stand, but if they have taken the money from your account they are legally obliged to give you your holiday. I would add up how much out of pocket you will be if you don't get the holiday you have paid for, so how much out of pocket you would be having paid already for your flights, how much pay you will lose through wasted holiday leave etc and just say to whoever phones you this is what it is costing you because of their mistake and you expect fair compensation, and don't let them cancel it until you are happy.Hope you get a good result and get keeping your holiday :)

What a complete load of garbage.
There are hundreds of deals on here that have been miss-priced and money has been taken and an automated e-mail gone out confirming the order only for it to all go pear shaped a few days later when the company realises their mistake.
These prices are put up on the web site by humans and humans make mistakes.
How many companies do you think would still be in business if every mistake HAD to be honoured legally.

Some companies WILL honour price errors but it all depends on how many people are affected, who knows about it and how much is it going to cost ( or rather, how much would it hurt if we didn't. ).

So in this case, one person affected, a handful of people know about it, if we don't do anything, this person will never book with us again, but then if the price was correct in the first place, this person wouldn't even be looking at us.
I really don't think the OP has much hope in this instance.
I would be very happy to be proved wrong though.

OP, if they do cancel on you, insist they match the booking fee 100%, I.E. they give you your money back plus the same amount again, as you would have been expected to lose 100% if you canceled.

Mishmash09...........very appropriate name, I have three guesses for the 09 bit though.
1 Like #17
Jumpingphil I was talking from personal experience there so I do know what I am talking about... just because it hasnt happened to you doesn't mean you doesn't mean it isnt true and it doesn't happen....

I never once said that it gets honoured every time (it has happened to me when it hasn't been honoured but it wasn't costing me as much as it is going to cost OP), but it's worth trying to get them to honour it (what's the harm in that????? and I was just giving him my advice from my experience) and there are many examples in many business text books and on repetuable website that give examples of when it has been honoured any why.

I am well aware that business bend the rules, but when presented with the law they know they have been caught out and 9 time out of 10 they will honour it because they know they are in the wrong, and the amount of legal fees etc isn't worth it.

also your name seems very appropriate too...
#18
By law if they have taken money from you for an item by law they have to give it to you but if they haven't taken the money they don't.

It's like when you go to a shop to buy something, if you have handed over the money, they can't then turn around a refuse to give you what you bought.
#19
As I said I have had that happen with me too, and most of the time I have let it go as it wasn't costing me anything by them cancelling it on me and refunding me but the difference here is that OP is going to lose money through flights, leave etc throught their mistake (yes I know everyone makes mistakes) so if he can do everything he can to try and either get his holiday or get a good amount of money back why shouldn't he try????
1 Like #20
whereisthesun
Thank you all for your contributions, will wait for the call and then give it a good go.

I will post again to say what happened

Before you speak to them have a word with Consumer Direct (http://www.consumerdirect.gov.uk/) and see what they say.
#21
mishmash09
By law if they have taken money from you for an item by law they have to give it to you but if they haven't taken the money they don't.

It's like when you go to a shop to buy something, if you have handed over the money, they can't then turn around a refuse to give you what you bought.


Your talking complete rubbish.

If the seller is unable to complete the transaction, they can refund you the full amount and cancel the sale.

For example...
I walk into a high street shop, order something to be ordered into store as a special Item.
As its a special item I need to pay in advance for the item.

1 day later i get a phone call saying item is out of stock, therefore a refund will be issued as the seller is unable to complete the transaction.

So what your saying is, the shop has to "give" you what you bought even though it could be impossible for them to complete the transaction as the item is no longer in stock ??

All thats happened here is that the purchase the OP made is no longer availalbe at that price.
#22
So the same hotel is now £6,508.45 for 13 nights.... £500.65 a night, looks like their maybe another price mistake lol.
#23
Did you hear back from them?
#24
An update as the matter is now concluded;
They called back and insisted I make other arrangements as they would have to cancel the booking. The reason for the misprice was due to a 'rate loading error' which happened between 3.30pm and 5.30pm on the day I made the booking.

I tried to stand my ground quoting all the useful phrases provided by the lovely people above but the man was having none of it. The most i could be offered was 10% off another booking.

45 minutes into the call, I felt i wasn't making any progress so went in with 'jumpingphil's' suggestion of ; cancel and compensate by refunding an extra 100%. All of a sudden the man who had no manager or superior had to go away, make a few calls and rang me back saying yes they could do that. Refund x 2 received.

Thank you all for the comments above.

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