issue with hotel in Liverpool

rachieqtpie

HI, guys just looking to see if any of you's have any advice, can't find anything on the web to help me.it's a bit long.....

Well basically myself and 4 friends went to Liverpool 2 weekends ago, we stayed in a lovely apartment in a hotel over there. It was pre-booked by credit card but no money was taken off the card. When we arrived on the Saturday morning they asked us to pay up front but we were in a rush to go to the match so we said we would do it later. We didn't end up paying until the Sunday afternoon. We went out to the reception and asked the staff member how much we owed plus we had requested late check out the next day, so the staff told us we owed £264(£239+£25 for checkout) so he divided it us and told us we owed £x amount each. So we payed that and got a receipt.

The next day when we were checking out the girl asked if we had only stayed one night and we said no 2 nights...she went off and when she arrived back she told us we had only paid for one night's accomodation, we couldn't believed it. We were about to leave and had no money left. Then a man took over talking to us.Basically we showed him the receipt we had that had the two nights accomodation and the initial slip we signed that had the rate of £239 on it. We talked it out with the guy (who told us he was the manager) basically he admitted it was his staff member's fault and apologised for the error and the embarrassment of standing in reception telling him we had no more money to pay. But yesterday they charged the girl's credit card for the second night's accomodation without permission...do we have anywhere to go with this/ a leg to stand on???????

ssbob

rachieqtpie wrote: »

HI, guys just looking to see if any of you's have any advice, can't find anything on the web to help me.it's a bit long.....

Well basically myself and 4 friends went to Liverpool 2 weekends ago, we stayed in a lovely apartment in a hotel over there. It was pre-booked by credit card but no money was taken off the card. When we arrived on the Saturday morning they asked us to pay up front but we were in a rush to go to the match so we said we would do it later. We didn't end up paying until the Sunday afternoon. We went out to the reception and asked the staff member how much we owed plus we had requested late check out the next day, so the staff told us we owed £264(£239+£25 for checkout) so he divided it us and told us we owed £x amount each. So we payed that and got a receipt.

The next day when we were checking out the girl asked if we had only stayed one night and we said no 2 nights...she went off and when she arrived back she told us we had only paid for one night's accomodation, we couldn't believed it. We were about to leave and had no money left. Then a man took over talking to us.Basically we showed him the receipt we had that had the two nights accomodation and the initial slip we signed that had the rate of £239 on it. We talked it out with the guy (who told us he was the manager) basically he admitted it was his staff member's fault and apologised for the error and the embarrassment of standing in reception telling him we had no more money to pay. But yesterday they charged the girl's credit card for the second night's accomodation without permission...do we have anywhere to go with this/ a leg to stand on???????

Firstly was there a rate agreed before ye stayed? Ye hardly went into this blind?!

Mr. Presentable

Were you charged the correct amount for two nights when you paid in the hotel?

rachieqtpie

We had it booked from ages ago so didn't have the email with the confirmation on it and the the girl rang up before we went and aske did we need anything and they said no they had the details..

rachieqtpie

well we paid £239 which is apparently just for one night but then they took £159 for the second night off the card yesterday...

ScouseMouse

What did they quote you originally for the two nights? If its the total figure you paid AND the credit card charge, then it would be wrong to argue it.

Do you have a receipt showing paid in full? If you do, then you can technically do a chargeback as you have an official receipt showing you have paid in full on the spot. The credit card company will just refund you and let them sing for it.

If the receptionist made a mistake and undercharged you, then you should pay.

If you have a receipt saying paid in full, they maynot be able to enforce the extra charge, but you could be costing the girl her job.

ShooterSF

It seems odd you wouldn't know how much you were meant to pay. I go on many group holidays and as the "nerd" of the group am left to organise that side of it and practically everyone everytime asks me how much they need to bring for the hotel!

maxer68

Here's an idea

Ring the hotel and talk to the manager you talked to when you left. He'll give you a far better answer than anyone here. Maybe another person mistakenly did the charge.

Also, do a dummy booking at the hotel for mid november and see what rate comes up. (don't do it for next week as half term premium maight come into play.

If 2 nights = 239 in mid november then you have them, if 2 nights = 370, then different story.

As for the permission part - once you gave the CC for the booking, you gave permission to charge the card for all costs.

jor el

You need to look carefully at what the original booking states, and what's on the receipt.

Does the original booking state the the cost for two nights was £239? If it has no total price, or it doesn't say that this is for two nights, then the booking confirmation is not much use to you.

Next thing is the receipt. Does it state that this is payment for two nights, at £239 total? If it does, then you have paid fully for it.

As maxer says, contact the hotel and ask for the manager. If you have the details on the booking and receipt, then you can clearly argue for the extra charge to be reversed. If you don't have those, then you have no real argument against the extra charge.

maxer68

I had a look at 2 bed aprtments for middle of November and decent ones were all about £200 -£250 for a saturday night and about £150 - £180 for a sunday night.

So be prepared for the worst.

wyndham

rachieqtpie wrote: »

We were about to leave and had no money left.

How did they manage to charge it to the girls credit card then? Saying that you had no money left suggests that you had no means to pay the bill between you, when you clearly had.

rachieqtpie wrote: »

We had it booked from ages ago so didn't have the email with the confirmation on it and the the girl rang up before we went and aske did we need anything and they said no they had the details..

Have you got that e-mail now?