Can i get a refund? Hotel shutting down some ammenities

Lscbrother on 15/11/2017 - 21:24

Hi Ozbargain,

So the story is as follows… July this year I booked 4 nights at a 5 star resort in Bali to stay in Feb 2018. Today (Nov 2017) i receive an email saying that the hotel is undergoing renovations and from Nov-2017 to April-2018 the hotels "centre" and "lagoon" pool will be closed. The closed pools are massive only leaving 1 or 2 smaller pools open.

So this has ruined my plans for this hotel, and especially annoyed since we spent so long deciding on hotels and eventually picked this one. If we had of known the pools were closed, we would have never booked. Additionally they would have known about this close for a long time and did not let me know at the time of booking.

I booked on Hotels.com and paid upfront (non-refundable) as it was cheaper. I would now like a refund and while I did choose non-refundable I think due to the large change in offerings I should be allowed to get my money back. I contacted Hotels.com who talked to the hotel for me, and they only offered rescheduling my stay to anytime til 2019. This is stupid as im not going to go back to Bali just so i can use my hotel "voucher".

So what are my options? I booked via credit card, can I get a chargeback? I doubt travel insurance covers loss of hotel pool amenities lol.

Thanks!!!

Travel

Comments

  • Cheap Charlie on 15/11/2017 - 21:39
    +3

    Its straighforward, you are entitled to a refund.
    Go back to Hotels.crap and demand your money back.
    Given the property is unable to deliver the facilities that were advertised on hotels.crap, the offer is some what void.
    Do not take no for an answer.

    • scbrother on 15/11/2017 - 21:41
      +1

      Yep ill have to try again. Really the crap thing is now that Im much closer to the day im staying, if i book elsewhere hotel prices overall have increased -_-

    • R-Man on 15/11/2017 - 22:13

      Agree, demand money back.

      Had a similar situation in 2015 with Contiki in a group of 6. They changed one of our hotels from a Lakefront resort to a best western inn 15 minutes further out from the city. No compensation offered - they tried to make sure we wouldn't find out.

      They tried to argue like im sure your hotel will too, but I was firm that I only chose this option because of the lakefront (i.e. you only chose this resort because of the large Lagoon pool, else you would have gone somewhere else).

      I was able to get compensated $600 :) I quoted the ACCC as well:

      A service has a major problem when:
      it has a problem that would have stopped someone from buying it if they’d known about it
      it is substantially unfit for its common purpose and can’t easily be fixed within a reasonable time
      it does not meet the specific purpose you asked for and cannot easily be fixed within a reasonable time

      • scbrother on 15/11/2017 - 23:10

        Thanks I will try use the ACCC info… Though not too sure if the offshore Hotels.com call centre or Balinese hotel manager care much about Australian rules?

        • R-Man on 15/11/2017 - 23:18
          +3

          I would treat Hotels.com as if they are Australian - even if thats just a bluff. They're owned by Expedia which I assume has an Australian presence? anyways I'd still go ahead with threatening ACCC action etc haha

          In my situation Contiki tried to put the blame on Contiki USA as well and I just said nah you have an office in Bondi NSW, I paid an Australian merchant in AUD so my compensation claim is with you guys.

        • RM on 16/11/2017 - 07:43

          @R-Man: Hotels.com / expedia will refund you part of the amount paid - could be as low as 10% or as high as 40%. Dont think there is a chance to negotiate (as they most probably follow a table/chart)

  • tororm on 15/11/2017 - 21:45
    +2

    Yep, you're 100% entitled to a refund or you can ask the booking site to get you somewhere of equal quality (you dont have to take the offer if you dont like it). You could also try contacting your credit card company and do a chargeback but I think that time has passed.

    If all else fails I'd also contact the travel insurance co. They may help.

  • Randxyz123 on 15/11/2017 - 21:53

    I contacted Hotels.com who talked to the hotel for me, and they only offered rescheduling my stay to anytime til 2019. This is stupid as im not going to go back to Bali just so I can use my hotel "voucher".

    Couple of options here…

    1. Did you book at a well known named resort? (four seasons, Hilton etc) if so ask for a voucher that can be used anywhere world wide

    2) Ask for a full refund to your credit card.

    3) Ask hotels.com for a voucher not the hotel that way you can book somewhere else.

    In the mean time keep an eye on sales, book somewhere REFUNDABLE while you sort this stuff out.

  • BigBrother on 15/11/2017 - 22:16

    I had this kind of issue before (Gold Coast), they refunded fully, booked through Trivago..

    We are going to Bali as well in Feb '18.. which hotel did you booked?

    • scbrother on 15/11/2017 - 23:07

      It is the Conrad Bali :)
      I will try again when I called last time I was really just trying to scope out my options

    • R-Man on 15/11/2017 - 23:28
      +3

      Hi mate, where's the limit here? Right now the hotel pool amenities are closed, but between now and Feb, let's say they close the bar, restaurant, and suddenly need to remove all pillows from every room? (with no offer of suitable replacements for any of these)

      How many commitments can the hotel dishonour before are we 'entitled' to a refund/compensation according to you? and is it okay that the hotel boldly advertised their pools, bar, and fluffy pillows to justify a their nightly rate?

      you don't go to bali to spend your holiday in the hotel pool.

      Some people do, and I'm certain you knew that before posting your comment.

      • Dont Care on 16/11/2017 - 21:02
        -1

        the limit is when you suggest you would be entitled to a refund if you didn't get fluffy pillows. i guess you believe in rainbow unicorns.

        • R-Man on 17/11/2017 - 09:56

          Silly response. I have no need of rainbow unicorns.

    • Ryanek on 15/11/2017 - 23:41
      +2

      Are you telling me if you rented a car and it was missing the back seats you would not ask for a refund? I mean you’re not going to use it anyway right?

      • Dont Care on 16/11/2017 - 21:02
        -4

        Silly response. I have no need to rent a car.

        • Ryanek on 16/11/2017 - 23:06
          +1

          Troll confirmed.

    • tomsco on 16/11/2017 - 09:04
      +1

      I know when I went to Bali a few years ago, the vast majority of the time I was at the hotel was spent in the pool.

      Sure, I didn't go to Bali to just spend time in a pool, but the pool greatly influenced my choice of hotel.

      • Dont Care on 16/11/2017 - 21:03

        sounds like a top holiday.

        • tomsco on 16/11/2017 - 23:13

          You sound really bitter and jaded.

  • scbrother on 16/11/2017 - 17:16
    +4

    Spoke to Hotels.com again…. I gave my plea and they did the usual thing and called the hotel for me. Hotel said No refunds and only compensation was 25% off food and spa services! What a joke! Anyway kept complaining and was told they can put me into another hotel… was on hold for ages and a guy picks up has no idea about my story… but in the end says I will be refunded full amount.

    I got an auto generated email saying my booking is cancelled but it also said no refund as I paid for non-refundable rate. Person over the phone reassured me ill get my money so all should be good hopefully.

    • SydneySwan on 16/11/2017 - 21:29
      +1

      Let us hope you get the refund. Please advise outcome.

    • R-Man on 17/11/2017 - 09:58

      Good that you kept pushing! Perhaps book a refundable hotel elsewhere now, to secure your holiday before the refund comes in.

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