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Hotel cancellation

13

Comments

  • #102
    Darc19
    Registered Users, Registered Users 2 Posts: 3,817 ✭✭✭Darc19


    Dempo1 wrote: »
    It may help and I truly believe the hotel has messed up here, if they knew terms and conditions did not include weekends they coukd have addressed this weeks ago and it's very telling they offered as a gesture a discount if you booked with them directly albeit the discount not the issue. Good luck anyway I just hate to see this happen, particularly when people are being enco to staycation

    The hotel did not mess up. Groupon did. Somehow I don't think you understand the basics of consumer law.

    The hotel has tried to meet halfway. I'd say that's decent - considering how busy Kerry is, they could get a premium price for the room.

    But some people just want to target the small guy and let the big (huge) multinational off the hook even if its blatantly their fault.


  • #103
    august12
    Registered Users, Registered Users 2 Posts: 1,275 ✭✭✭august12


    I still feel the OP should go, weather seems to be good and once there, you will forgot about this and have a lovely time, as someone said, life is too short, but I still feel it was bad form from the hotel to have hit you with this two days before check in. Anyway, if you go, enjoy and if you don't, then you will probably be wishing you were there.


  • #104
    Tippgirl74
    Registered Users Posts: 143 ✭✭Tippgirl74


    Beagslife wrote: »
    Call the hotel and find out the name of the Reservations Manager/Revenue Manager. Then call back tomorrow and ask to talk to same.

    Outline the issues and see what he/she has to say. If nothing productive is forthcoming ask to speak to the General Manager or have him/her call you back.

    Make/take the call yourself as your other half may be too emotionally involved after the conversation with DM. The Duty Manager is usually a Jack of all trades. You need to be speaking with the person responsible for Reservations.

    Perhaps accept that the hotel are within their rights but state that you hope that they can meet you half way as you really want to enjoy a stay at their hotel! See what happens.

    Good luck with it.

    Thank you, that is good advice but we were actually due to check in tomorrow!! We now no longer wish to stay there as I think the customer service was so poor, regardless of what share of the blame lay with which party. We would have been open to any kind of reasonable resolution but the manager did not engage. Yes perhaps the hotel are within their rights, but it's a terribly shabby way to treat customers. Who was it said ethics is about doing the right thing even when you have a right to do the wrong thing? Or something to that effect!!


  • #105
    Tippgirl74
    Registered Users Posts: 143 ✭✭Tippgirl74


    august12 wrote: »
    I still feel the OP should go, weather seems to be good and once there, you will forgot about this and have a lovely time, as someone said, life is too short, but I still feel it was bad form from the hotel to have hit you with this two days before check in. Anyway, if you go, enjoy and if you don't, then you will probably be wishing you were there.
    Thank you. No we've decided to leave it for this weekend and maybe book something for the end of the month. Would resent giving them our business now after this. I'm actually quite happy chilling at home, maybe do some day trips...nice to be off work!!


  • #106
    Tippgirl74
    Registered Users Posts: 143 ✭✭Tippgirl74


    Darc19 wrote: »
    The hotel did not mess up. Groupon did. Somehow I don't think you understand the basics of consumer law.

    The hotel has tried to meet halfway. I'd say that's decent - considering how busy Kerry is, they could get a premium price for the room.

    But some people just want to target the small guy and let the big (huge) multinational off the hook even if its blatantly their fault.

    I don't think any of us know who messed up here. I have got two completely different responses. Who knows what the truth is!! I am also pursuing it with Groupon as far as I can, but I think the little guy is the consumer!! Both Groupon and the hotel are off the hook really and I don't believe either care two hoots!! They'll issue a refund case closed!! I don't consider an additional 90 euros with less than 48 hours notice a decent offer, especially in light of booking and paying for the room in June. But of course that's arguable!


  • #107
    Dempo1
    Registered Users, Registered Users 2 Posts: 27,021 ✭✭✭✭Dempo1


    Darc19 wrote: »
    So you are suggesting that the op defame the hotel? What a wonderful person you are.

    Will you pay the legal costs of the defamation action if the hotel took one? I don't think so.

    And as far as your comments on booking sites, you are wrong too. SOME booking engines are micro managed by the place you are booking but many are not.

    In this situation the OP paid Groupon, booked via Groupon and received their confirmation from Groupon. Guess what? That means Groupon is wholly responsible under the consumer code.

    Don't know why the op is not targeting Groupon - that's where the fault lies.

    Your clearly not getting my point but that's perfectly fine albeit, I disagree with your widely absurd notion I recommended anyone defame the hotel, perhaps you might read my comments with are entirely ligitimate. Any consumer is perfectly entitled to contact a representative body that represents the hotel in question (the one un named by the way), they are also perfectly entitled to make representations on the social media feeds of said hotel, in fact its sad to say, it seems the only way to get businesses react these days. I won't get into how booking engines work but suffice to say I've ample experience of how they work.

    Is maith an scáthán súil charad.




  • #108
    Tippgirl74
    Registered Users Posts: 143 ✭✭Tippgirl74


    Darc19 wrote: »
    So you are suggesting that the op defame the hotel? What a wonderful person you are.

    Will you pay the legal costs of the defamation action if the hotel took one? I don't think so.

    And as far as your comments on booking sites, you are wrong too. SOME booking engines are micro managed by the place you are booking but many are not.

    In this situation the OP paid Groupon, booked via Groupon and received their confirmation from Groupon. Guess what? That means Groupon is wholly responsible under the consumer code.

    Don't know why the op is not targeting Groupon - that's where the fault lies.

    I emailed Groupon first thing this morning. I posted their reply stating they had been told by the hotel that the cancellation was due to unforeseen circumstances. The hotel only cancelled with us via email at 5.30pm yesterday. We emailed and phoned the hotel yesterday evening in the hope we could find a mutually acceptable solution but that did not happen!! I have asked the case to be referred to a manager at Groupon. I'm not sure that all the responsibility is with Groupon. At which point does the merchant take over? I actually think it's important to advise people of how the hotel handled this, as long as it's truthful, fair and balanced.


  • #109
    Jim_Hodge
    Registered Users, Registered Users 2 Posts: 11,223 ✭✭✭✭Jim_Hodge


    Tippgirl74 wrote: »
    I emailed Groupon first thing this morning. I posted their reply stating they had been told by the hotel that the cancellation was due to unforeseen circumstances. The hotel only cancelled with us via email at 5.30pm yesterday. We emailed and phoned the hotel yesterday evening in the hope we could find a mutually acceptable solution but that did not happen!! I have asked the case to be referred to a manager at Groupon. I'm not sure that all the responsibility is with Groupon. At which point does the merchant take over? I actually think it's important to advise people of how the hotel handled this, as long as it's truthful, fair and balanced.

    Have I picked this up wrong. You paid Groupon and booked via Groupon. If so your contract was with Groupon. Groupon need to sort it out with the Hotel, as they are the ones who made to booking. Unless I missed a bit of the chain.


  • #110
    [Deleted User]
    Posts: 0 ✭ [Deleted User]


    Maybe the Small Claims Court might be a possibility here, re breach of contract. Worth a little investigation:

    https://www.ccpc.ie/consumers/how-to-complain/small-claims-procedure/

    https://www.citizensinformation.ie/en/justice/courts_system/small_claims_court.html#ld1a9a

    https://www.csol.ie/ccms/welcome.html

    Ps I have in the past indicated to a business or two that I would use the courts services and this has brought a quick resolution to my satisfaction when a situation, like yours, is definitely unfair.


  • #111
    runawaybishop
    Registered Users, Registered Users 2 Posts: 9,510 ✭✭✭runawaybishop


    [Deleted User] wrote: »
    Maybe the Small Claims Court might be a possibility here, re breach of contract. Worth a little investigation:

    https://www.ccpc.ie/consumers/how-to-complain/small-claims-procedure/

    https://www.citizensinformation.ie/en/justice/courts_system/small_claims_court.html#ld1a9a

    https://www.csol.ie/ccms/welcome.html

    Ps I have in the past indicated to a business or two that I would use the courts services and this has brought a quick resolution to my satisfaction when a situation, like yours, is definitely unfair.

    She's already been offered a refund. Small claims won't do anything


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  • #112
    [Deleted User]
    Posts: 0 ✭ [Deleted User]


    Maybe if you find somewhere reasonably priced, last minute, in Kerry, take the refund from Groupon and enjoy the weekend, and make more formal complaints later etc so as to save future customers same fate. Yes, Kerry can be very pricey this peak time, but two years ago I found really great value of €65 b&b (single) at one of the larger hotels in Tralee (included leisure club use) on their own website where others in Dingle etc had been double the price and more. Good luck, am sure you could really do with a break.


  • #113
    [Deleted User]
    Posts: 0 ✭ [Deleted User]


    runawaybishop wrote: »
    She's already been offered a refund. Small claims won't do anything

    It's a breach of contract. But of course may be more trouble than it's worth. But businesses should not get away with stuff either.


  • #114
    Tippgirl74
    Registered Users Posts: 143 ✭✭Tippgirl74


    GiftGrub100 wrote: »
    People, seven pages over a difference of 90 euro !

    After the year 2020 has been so far my suggestion is (not that anybody has asked for it)

    Two options -

    Pay the money go to the hotel, you should have a great time and enjoy yourself, forget about the extra €90 and just relax and unwind.

    Or

    Take the refund offered, don’t go this weekend and book somewhere else for another time.

    No need to one star anyone (what have we become as people) go to small claims court, (over €90!), don’t get stressed over something that should be relaxing.

    Thank you for putting this in context! Definitely a first world problem!! I am blown away by the interest in my issue and everyone who took the time and effort to respond. I am really grateful. Yes 90 euros wouldn't break us. For me it's about the disrespect to us, as customer from both parties. That last minute 5.30 pm email cancelling the booking when all arrangements were made, and the attitude in our ensuing phone call! The curt 'brush off' email from groupon. Yes it's utopian to expect everyone to treat us fairly and with respect and the most resilient people accept this. Unfortunately, it still presses my buttons and I would resent giving them my custom now. I would love to be zen enough not to get stressed as you suggest but for me it's easier said than done. I think reviews hold businesses accountable and I think that is a good thing as long as reviews are fair and honest. I think it gives the consumer a voice.


  • #115
    [Deleted User]
    Posts: 0 ✭ [Deleted User]


    Deleted User wrote: »
    It's a breach of contract. But of course may be more trouble than it's worth. But businesses should not get away with stuff either.

    So you think the SCC might award damages which exceed the amount paid by the op?


  • #116
    runawaybishop
    Registered Users, Registered Users 2 Posts: 9,510 ✭✭✭runawaybishop


    [Deleted User] wrote: »
    It's a breach of contract. But of course may be more trouble than it's worth. But businesses should not get away with stuff either.

    SCC won't entertain the op if a refund has been offered. They don't have anything to do with pain/suffering/inconvenience.


  • #117
    Tippgirl74
    Registered Users Posts: 143 ✭✭Tippgirl74


    Jim_Hodge wrote: »
    Have I picked this up wrong. You paid Groupon and booked via Groupon. If so your contract was with Groupon. Groupon need to sort it out with the Hotel, as they are the ones who made to booking. Unless I missed a bit of the chain.

    Yes you are correct in your account. I contacted them and have requested it be escalated to a manager. They've offered a refund according to the hotel, and in their reply this morning offered alternative dates. But we were due to check in tomorrow so it still falls short of a satisfactory solution for us.


  • #118
    martingriff
    Registered Users Posts: 11,067 ✭✭✭✭martingriff


    GiftGrub100 wrote: »
    People, seven pages over a difference of 90 euro !

    After the year 2020 has been so far my suggestion is (not that anybody has asked for it)

    Two options -

    Pay the money go to the hotel, you should have a great time and enjoy yourself, forget about the extra €90 and just relax and unwind.

    Or

    Take the refund offered, don’t go this weekend and book somewhere else for another time.

    No need to one star anyone (what have we become as people) go to small claims court, (over €90!), don’t get stressed over something that should be relaxing.

    To a lot of people €90 is a very big deal and the lateness is a concern. I suspect that the hotel told Groupon that the date could not be kept thinking they would then tell the OP. Unfortunately Grupon did not do this as they wash there hands of these as per there t&c's and as the dates approached they went again to the hotel and this time rang the OP


  • #119
    martingriff
    Registered Users Posts: 11,067 ✭✭✭✭martingriff


    Jim_Hodge wrote: »
    Have I picked this up wrong. You paid Groupon and booked via Groupon. If so your contract was with Groupon. Groupon need to sort it out with the Hotel, as they are the ones who made to booking. Unless I missed a bit of the chain.

    Yes and the main problem here is who should have communicated with the OP. AS you said it was booked through Groupon in there website with there acknowledgement. So the hotel let them know of there error thinking they will fix it.

    Groupon on the other hand think once there transaction is done it is over to the hotel to respond and I feel this is why the hotel took so long to contact the OP as they saw nothing was done.


  • #120
    [Deleted User]
    Posts: 0 ✭ [Deleted User]


    Dav010 wrote: »
    So you think the SCC might award damages which exceed the amount paid by the op?

    It's about holding them accountable, that would be all, and most probably not worth it overall.


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  • #121
    [Deleted User]
    Posts: 0 ✭ [Deleted User]


    Deleted User wrote: »
    It's about holding them accountable, that would be all, and most probably not worth it overall.

    But they are giving the op a full refund, why would you spend €25 to get back money you have already been given?


  • #122
    [Deleted User]
    Posts: 0 ✭ [Deleted User]


    Dav010 wrote: »
    But they are giving the op a full refund, why would you spend €25 to get back money you have already been given?

    See my above post.


  • #123
    runawaybishop
    Registered Users, Registered Users 2 Posts: 9,510 ✭✭✭runawaybishop


    [Deleted User] wrote: »
    See my above post.

    SCC has nothing to do with being held accountable, it only gets your money back minus the court fee. Civil court if you want damages or to hold them accountable for something.


  • #124
    RoYoBo
    Registered Users, Registered Users 2 Posts: 856 ✭✭✭RoYoBo


    What strikes me as strange in this sorry saga is why the hotel contacted the OP at the last minute? If they had already informed Groupon that these deals were unacceptable at the weekend, why would they need to contact the OP at all? What triggered said contact? They must have been given the OP's details, including their dates.

    Furthermore, it's highly unlikely that the hotel only became aware of the booking 2 days beforehand. If Groupon confirmed the OP's booking in June, they could hardly wait until 2 days before the holiday to let the hotel know of the booking. How could they be sure there was any availability left at that time, weekend or not?

    IMO, the hotel is definitely not an innocent party in this and one can only speculate as to why they ran with it until staycations became a thing and bookings increased. Perhaps a case of being willing to accommodate the OP unless something more lucrative turned up?


  • #125
    Tippgirl74
    Registered Users Posts: 143 ✭✭Tippgirl74


    Just received the following reply from the hotel's MD, sent last night at 10.30pm. I only picked it up now!!

    Dear x



    Thank you for patience.

    The issue with your booking has just come to my attention. I am sorry for the delay in getting back to you as I have just returned to work tonight.

    We are sorry there was such a mix up and confusion with your booking. We feel the mistake was made by Groupon. However, in good faith we are happy to offer you the original booking for Thursday and Friday at the original price, indeed we are happy to offer you a complementary upgrade. We would appreciate knowing if you plan to come to our hotel.



    Best wishes


  • #126
    Tippgirl74
    Registered Users Posts: 143 ✭✭Tippgirl74


    Groupon's reply to my request to have this escalated!


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  • #127
    Dempo1
    Registered Users, Registered Users 2 Posts: 27,021 ✭✭✭✭Dempo1


    Tippgirl74 wrote: »
    Just received the following reply from the hotel's MD, sent last night at 10.30pm. I only picked it up now!!

    Dear x



    Thank you for patience.

    The issue with your booking has just come to my attention. I am sorry for the delay in getting back to you as I have just returned to work tonight.

    We are sorry there was such a mix up and confusion with your booking. We feel the mistake was made by Groupon. However, in good faith we are happy to offer you the original booking for Thursday and Friday at the original price, indeed we are happy to offer you a complementary upgrade. We would appreciate knowing if you plan to come to our hotel.



    Best wishes

    Now that's what I call a resolution, well done :) I may have come across as being critical of the hotel and this was for genuine reasons as I know how these bookings and discounts work and ultimately I believe the hotel was primarily at fault, especially knowing as they did there was well highlighted issues with Groupons terms and conditions and they failed to act and only waited for the very last minute to act and not to your advantage.

    Well done for sticking to your guns, a sensible decision and as previous contributers have said, all over a relatively small sum of money, Enjoy...

    Is maith an scáthán súil charad.




  • #128
    Tippgirl74
    Registered Users Posts: 143 ✭✭Tippgirl74


    Dempo1 wrote: »
    Now that's what I call a resolution, well done :) I may have come across as being critical of the hotel and this was for genuine reasons as I know how these bookings and discounts work and ultimately I believe the hotel was primarily at fault, especially knowing as they did there was well highlighted issues with Groupons terms and conditions and they failed to act and only waited for the very last minute to act and not to your advantage.

    Well done for sticking to your guns, a sensible decision and as previous contributers have said, all over a relatively small sum of money, Enjoy...

    Thank you. Yes we are obviously really pleased to have this finally addressed in a fair manner to ourselves, and to have our grievance 'validated'. But it still falls short of a satisfactory resolution, due to the timeframe. We actually do not plan to travel now but it is a consolation to know that we could!! So maybe a 2star rather than a 1star review??!!


  • #129
    Dempo1
    Registered Users, Registered Users 2 Posts: 27,021 ✭✭✭✭Dempo1


    Tippgirl74 wrote: »
    Thank you. Yes we are obviously really pleased to have this finally addressed in a fair manner to ourselves, and to have our grievance 'validated'. But it still falls short of a satisfactory resolution, due to the timeframe. We actually do not plan to travel now but it is a consolation to know that we could!! So maybe a 2star rather than a 1star review??!!

    Ah now, be gracious in victory :) but yes time frame not ideal, I'm sure the GM will be flexible for a future date, weather is not great there at the moment anyway, take care

    Is maith an scáthán súil charad.




  • #130
    MaryLouMacari
    Registered Users Posts: 32 ✭MaryLouMacari


    Groupon seem to be 'out of hotel and travel deals' at the moment.

    Just searched the site and this is what I got.

    "We're out of deals in this category, but you're not out of luck. The search bar above can still find you 1,000s of other amazing deals".


  • #131
    Caranica
    Registered Users, Registered Users 2 Posts: 10,141 ✭✭✭✭Caranica


    Tippgirl74 wrote: »
    Thank you. Yes we are obviously really pleased to have this finally addressed in a fair manner to ourselves, and to have our grievance 'validated'. But it still falls short of a satisfactory resolution, due to the timeframe. We actually do not plan to travel now but it is a consolation to know that we could!! So maybe a 2star rather than a 1star review??!!

    The hotel have gone over and above to resolve a situation not of their making and this is how you respond?? What would class as a "satisfactory resolution"?

    Your contract is with Groupon, they messed up, the hotel is an innocent party here. There was a time when you booked directly with the hotel having bought a voucher, were that the case yes the hotel would be at fault. But it wasn't, you booked via Groupon. Their mess.

    The offer the hotel have made is exceptionally generous. Take them up on it if you want to go, take the refund from Groupon if you don't. Leave Groupon a poor review but leaving the hotel a poor review is uncalled for.


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  • #132
    antix80
    Registered Users, Registered Users 2 Posts: 2,419 ✭✭✭antix80


    Tippgirl74 wrote: »
    Thank you. Yes we are obviously really pleased to have this finally addressed in a fair manner to ourselves, and to have our grievance 'validated'. But it still falls short of a satisfactory resolution, due to the timeframe. We actually do not plan to travel now but it is a consolation to know that we could!! So maybe a 2star rather than a 1star review??!!

    Up to you. Personally I'd try to travel and make the most of it. The hotel are giving you the remedy you asked for - you just didn't escalate the issue to the right person early enough.

    I think you got a little emotionally invested - sure it's a holiday and this was added stress, but most posters on this thread just like an argument.


  • #133
    MaryLouMacari
    Registered Users Posts: 32 ✭MaryLouMacari


    Maybe take your refund from Groupon and ask the hotel to agree to a similar stay sometime in the future, including the upgrade, by paying them the refund amount directly?

    That way they get the full voucher price rather than the lesser amount after Groupon have taken their cut.


  • #134
    runawaybishop
    Registered Users, Registered Users 2 Posts: 9,510 ✭✭✭runawaybishop


    antix80 wrote: »
    but most posters on this thread just like an argument.

    No we don't!


  • #135
    Tippgirl74
    Registered Users Posts: 143 ✭✭Tippgirl74


    Caranica wrote: »
    The hotel have gone over and above to resolve a situation not of their making and this is how you respond?? What would class as a "satisfactory resolution"?

    Your contract is with Groupon, they messed up, the hotel is an innocent party here. There was a time when you booked directly with the hotel having bought a voucher, were that the case yes the hotel would be at fault. But it wasn't, you booked via Groupon. Their mess.

    The offer the hotel have made is exceptionally generous. Take them up on it if you want to go, take the refund from Groupon if you don't. Leave Groupon a poor review but leaving the hotel a poor review is uncalled for.

    Yes on one level, this is a perfectly satisfactory resolution. I just don't agree that it was a satisfactory resolution for us now due to the timeframe. I don't agree the hotel is an innocent party under any circumstances but I don't know the full extent of their responsibility. Why was this not resolved when we phoned Tuesday evening? Even yesterday morning?? They knew the timeframe. There was no attempt to find a solution Tuesday when my OH spoke to the duty manager. It is still my belief that they should never have cancelled in such a short timeframe. My OH did seek to escalate it to the owner on Tuesday evening. This is likely to be the MD who responded last night. Over 24 hours wait for a decision on an imminent booking over 90euros? We just don't feel like packing everything up now and heading to Killarney. I think a review should take into account the experience and not just the outcome. And our experience with Groupon and the hotel was less than satisfactory.


  • #136
    antix80
    Registered Users, Registered Users 2 Posts: 2,419 ✭✭✭antix80


    Tippgirl74 wrote: »
    We just don't feel like packing everything up now and heading to Killarney.

    Take MaryLouMacari's suggestion.

    "Dear Hotel Manager.

    Thank you for your kind offer of honouring our booking with a free upgrade.

    Unfortunately given the short notice we will not be travelling this weekend.

    If your offer stands of a weekend stay and free upgrade, I propose to take the refund from groupon and pay your hotel directly €x for a weekend stay on a future date. What is your availability for xx/xx/xxxx?

    Kind regards

    Tippgirl74"


  • #137
    [Deleted User]
    Posts: 0 ✭ [Deleted User]


    Pack your bags and go, tipp!

    Have fun, unwind and enjoy the upgrade. The way this year has gone so far we could all end up in lockdown again (I hope not). So run free whilst you can.

    :)


  • #138
    Tippgirl74
    Registered Users Posts: 143 ✭✭Tippgirl74


    antix80 wrote: »
    Up to you. Personally I'd try to travel and make the most of it. The hotel are giving you the remedy you asked for - you just didn't escalate the issue to the right person early enough.

    I think you got a little emotionally invested - sure it's a holiday and this was added stress, but most posters on this thread just like an argument.

    It just doesn't suit to travel as we don't feel like packing up last minute. Its not even about taking a stand. I don't agree that we didn't escalate in time. My partner sought to do that within an hour of receiving the cancellation email and was told that he was very busy.
    Yes you are so right, I absolutely got emotionally invested, shock, disappointment, anger at the perceived unfairness! Took it personally!! Building emotional resilience 101!! So that's probably the learning for me.


  • #139
    [Deleted User]
    Posts: 0 ✭ [Deleted User]


    The joys of owning a business, it goes to show, sometimes there is no benefit to trying to help a dissatisfied customer. Groupon mess up, the hotel gets a poor review, the op gets an upgrade at a lower rate than normally charge for standard, but isn’t happy with the outcome, and the moaning goes on.


  • #140
    JeffKenna
    Registered Users, Registered Users 2 Posts: 4,572 ✭✭✭JeffKenna


    Just shows some people are never happy.


  • #141
    Tippgirl74
    Registered Users Posts: 143 ✭✭Tippgirl74


    antix80 wrote: »
    Take MaryLouMacari's suggestion.

    "Dear Hotel Manager.

    Thank you for your kind offer of honouring our booking with a free upgrade.

    Unfortunately given the short notice we will not be travelling this weekend.

    If you offer stands of a weekend stay and free upgrade, I propose to take the refund from groupon and pay your hotel directly €x for a weekend stay on a future date. What is your availability for xx/xx/xxxx?

    Kind regards

    Tippgirl74"

    Thank you I know that is absolutely the right thing to do although I'm still not feeling the love for the hotel that everyone else is feeling!! I will be interested what Groupon will report when their 'specialised team' look into this matter. Don't forget that Groupon report that the hotel cancelled due to unforeseen circumstances!!


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  • #142
    HildaOgdenx
    Moderators, Social & Fun Moderators, Society & Culture Moderators Posts: 7,364 Mod ✭✭✭✭HildaOgdenx


    I would go, for sure. If you still have the days off, go for it. It's been such a crap time, and who knows what's ahead. Hopefully better times, obviously. But meantime, a break would be lovely.

    I think it's a very fair resolution on the part of the hotel. In relation to writing reviews, one star or two star, if I were to read that, that would still be my reaction...that the hotel did their best to resolve the problem. And I would read that as something in their favour, if I was thinking of booking with them.

    If there are ever issues, of any sort, with accommodation, restaurant, whatever else, I will always give a business a chance to put things right before I write a review. And on the likes of TripAdvisor, the hotel can respond with their side of the story, and rightly so.

    I say, go for it.


  • #143
    [Deleted User]
    Posts: 0 ✭ [Deleted User]


    Tippgirl74 wrote: »
    Thank you I know that is absolutely the right thing to do although I'm still not feeling the love for the hotel that everyone else is feeling!! I will be interested what Groupon will report when their 'specialised team' look into this matter. Don't forget that Groupon report that the hotel cancelled due to unforeseen circumstances!!

    Not feeling the love? they are offering you an upgrade without you having to pay the normal standard fee. I think if you keep posting, sympathy/support for you will lessen.


  • #144
    antix80
    Registered Users, Registered Users 2 Posts: 2,419 ✭✭✭antix80


    Dav010 wrote: »
    Not feeling the love? they are offering you an upgrade without you having to pay the normal standard fee. I think if you keep posting, sympathy/support for you will lessen.

    I don't agree with your stance most in most of this thread, Dav010, but short of blood I'm not sure what else the hotel can offer at this stage.

    I think Groupon and the hotel share equal blame for reasons that have been done to death. But both offered remedies .. groupon offered a full refund, the hotel offered to honour the deal and give a free upgrade..

    Op, honestly - quit messing around and pack a bag. You'll feel better for it. Not everyone is out to get you.


  • #145
    messrs
    Registered Users, Registered Users 2 Posts: 1,853 ✭✭✭messrs


    OP - I know you state that you are not happy with the timeframe it took for the hotel to get back to you but maybe the GM was only coming back to you now as he/she was on their days off and not in hotel and dealt with it as soon as they were back onsite. In the hotel I work in Duty managers wouldn't be authorised to make the call on giving you the room with no extra charge that would have to come from either the Hotel Manager or the GM.
    Im glad you got the room at the original price you paid on groupon and also have the added bonus of the free upgrade with is very generous imo .
    I know its short notice but as others said who knows whats going to happen with covid and more lockdowns - you had already planned on making the trip today anyway - so just go for it and enjoy your break away :)


  • #146
    Tippgirl74
    Registered Users Posts: 143 ✭✭Tippgirl74


    Thanks everybody for all the feedback and advice. Much appreciated. We had advised the hotel this morning that we won't be travelling so that's not an option, but look forward to getting to Killarney soon, as well as having a lazy weekend at home!

    My final assessment: satisfactory resolution, yes have to agree with previous poster that at this stage hotel and Groupon could've done no more to rectify. Just a pity the issue only got to the hotels decision makers at such a late stage.

    Unsatisfactory experience overall, however, with both parties.

    I will post Groupons response fyi... if I get one.

    Thank you all again


  • #147
    Tippgirl74
    Registered Users Posts: 143 ✭✭Tippgirl74


    Groupon's reply attached!!


  • #148
    Caranica
    Registered Users, Registered Users 2 Posts: 10,141 ✭✭✭✭Caranica


    Tippgirl74 wrote: »
    Groupon's reply attached!!

    Pass the blame... Having dealt with Groupon in the past, I would 100% believe the hotel over them.


  • #149
    Tippgirl74
    Registered Users Posts: 143 ✭✭Tippgirl74


    Caranica wrote: »
    Pass the blame... Having dealt with Groupon in the past, I would 100% believe the hotel over them.

    I have to say I've always found Groupon fine to deal with. Have sought a refund a couple of times over the years and never had an issue or delay. But obviously not satisfactory on this occasion!


  • #150
    antix80
    Registered Users, Registered Users 2 Posts: 2,419 ✭✭✭antix80


    Tippgirl74 wrote: »
    Groupon's reply attached!!

    I'm not surprised.

    Look, say the hotel has 20 rooms.

    It entered into a partnership with groupon to sell 5 of those rooms at a discounted price.

    When business picked up, it asked groupon to only accept mid-week bookings on those 5 rooms.

    The hotel became aware that groupon did not update the terms on the website and continued offering those 5 rooms at the weekend. The hotel could sell them for a better rate so they said "ya know what groupon, if you continue to sell those rooms we're not going to honour the booking."

    2 days before the op was due to check in, the hotel received the booking details from groupon and they had sold one of the rooms that the hotel had not yet sold, but wasn't willing to accept the price groupon sold it for.

    In my view, that mess was between the hotel and groupon - they were in partnership in a relationship the hotel usually benefits from. Why send the customer from pillar to post due to an internal process breaking down between the hotel and their partner, groupon?


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  • #151
    Tippgirl74
    Registered Users Posts: 143 ✭✭Tippgirl74


    antix80 wrote: »
    I'm not surprised.

    Look, say the hotel has 20 rooms.

    It entered into a partnership with groupon to sell 5 of those rooms at a discounted price.

    When business picked up, it asked groupon to only accept mid-week bookings on those 5 rooms.

    The hotel became aware that groupon did not update the terms on the website and continued offering those 5 rooms at the weekend. The hotel could sell them for a better rate so they said "ya know what groupon, if you continue to sell those rooms we're not going to honour the booking."

    2 days before the op was due to check in, the hotel received the booking details from groupon and they had sold one of the rooms that the hotel had not yet sold, but wasn't willing to accept the price groupon sold it for.

    In my view, that mess was between the hotel and groupon - they were in partnership in a relationship the hotel usually benefits from. Why send the customer from pillar to post due to an internal process breaking down between the hotel and their partner, groupon?

    It's just a guessing game now isn't it as to what happened!!?? I'm thinking we'll never find out. I absolutely agree with your last point.


This discussion has been closed.
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