lastminute.com no refund for cancellation

[elevi]

I booked 2 rooms in London with Lastminute.com for sunday 25th (same order number)

Today I called to cancel one of it, I expected to be charged 20 pounds of administration fees, instead they told me they won't refund anything because of the hotel policy.

I rang the hotel and they blame lastminute policy.

Cancelling 1 week in advance i don't think is fair I won't have anything back of my money.

I paid with my debit card so on my statement it shows lastminute.com as beneficiary.

Could you please advice if there is a way I can have part of my money back?

Do you think they have now canceled my booking, because not having money back now I want at least use both rooms as I paid for it.

Should I double check my booking with the hotel?

Any suggestion is welcomed.

Thanks

[cerberusalert]

Terms and conditions

 

D. Hotels

 

Please note: Photo identification of the person whose name is on the booking must be provided when checking in.

 

Hotel Cancellations / Amendments

 

In the event that you would like to cancel or amend your hotel booking, the hotel's cancellation policy will be available on your confirmation email or as stated at the time of booking.

 

If the cancellation policy is not displayed within your confirmation email and you wish to cancel your reservation, it is your responsibility to notify lastminute.com verbally or in writing at least 48 hours prior to the expected check in date.

 

lastminute.com applies an administration charge fee of £20 per booking for any modifications, changes or cancellations to your reservation. This will be regardless of the price of your reservation. Any booking fees or credit card charges are non-refundable.

 

In addition to the lastminute.com charges, most hotels may also have a penalty or cancellation fee for any changes or cancellations to reservations. This can be calculated from the date of amendment / cancellation to the date of arrival, alternatively one set fee. Customer Services will advise you if you decide to proceed with the changes.

 

 

If you send us your cancellation in writing, cancellation is not immediate, lastminute.com will respond to you within 6 hours of receipt of your email. Please note that individual hotel cancellation policies can vary. Please take this 6 hour turn around time into consideration when putting your cancellation in writing.

 

2. All hotel discounts advertised are based on the discounts from the full "rack rate" including VAT and are correct at the time the offers are first advertised on any Channel. However, please note that some hotels in other countries may also charge local or other taxes, which may not be included in the offer.

 

3. "Rack rate" is the rate published by a hotel which is the maximum it will charge for any room.

 

4. If you wish to cancel your hotel room, please contact us through our purchase history contact forms. In the event of cancellation for whatever reason you shall be liable to pay lastminute.com an administration fee of £20. This could be in addition to any cancellation charge any hotel may impose.

 

5. Prices stated are on per room, per night basis and include VAT unless otherwise stated.

 

6. Please be aware that the hotel room photos are only a depiction of the type of rooms on offer and may not represent the actual room described.

 

7. Unless otherwise stated, breakfast, lunch and dinner are not included.

 

8. Star ratings may differ according to the country where the hotel is located and are out of the control of lastminute.com. Please note that all ratings shown on the website are lastminute.com ratings and not official ratings. Therefore lastminute.com cannot be held responsible for any misconceptions relating to star ratings.

 

9. Please note foreign hotel room advertisements displayed on the UK website of lastminute.com may have room rates identified in both GBP sterling as well as the local currency, or any other currency as requested by the specific hotel supplier. Unless stated otherwise, at the time of final payment, the room rate you will be charged by the hotel shall be as expressed in the local currency (or in any other currency as determined by the hotel) and not in GBP sterling. Please be aware any subsequent conversion of the local currency to GBP sterling by the hotel on your behalf may differ from the GBP sterling room rate advertised on the UK website of lastminute.com.

 

10. Whilst every effort has been made to ensure accuracy and availability, some errors might still occur. Once aware of such incidents we will make all reasonable effort to advise you within 48 business hours of the booking being made. We reserve the right to cancel the reservation and refund all monies paid, but this of course will be without any liability to you.

 

11. In the unlikely event of the supplier cancelling or amending your reservation after the booking has been made, we will make all reasonable effort to advise you as soon as possible. Should the supplier be unable to fulfil your hotel reservation, you will have the choice of accepting an offered alternative or cancelling your reservation with a full refund of all monies paid. In cases where the supplier is unable to provide an alternative, we reserve the right to cancel your reservation with a full refund.

[elevi]

Terms and conditions

 

I read it too, but doesn't actually help.

Lastminute says they will charge 20 pounds plus hotel fees.

The hotel policy (found on the hotel website) says no charge if cancellation is notified at least 24 hours in advance.

Now it's not very clear why they won't refund me anything.

Lastminute blame the hotel and the hotel blame lastminute, where is the truth? Who actually is keeping all my money for no service received?

[cerberusalert]

Make a complaint to Trading Standards via Consumer Direct Consumer Direct - Contact us they are both obviously breaking their own T&Cs.

[elevi]

Make a complaint to Trading Standards via Consumer Direct Consumer Direct - Contact us they are both obviously breaking their own T&Cs.

 

Many thanks!!

I did it, hope they will come back soon

[MARTIN3030]

Thread moved here.Keep us posted.

[elevi]

This is the answer from the consumer association:

 

Based on the information you have provided I would advise when a contract is entered into for accommodation there is no automatic cancellation rights or cooling off period.

Your rights would be dependent on the traders terms and conditions.

If there is nothing set out in the terms and conditions, you could write a recorded delivery letter offering to lose a fair administration fee and request a partial refund within 14 days.

If you require any further advice or information about this case, please do not hesitate to contact Consumer Direct on 08454 04 05 06 quoting the case reference number.

The main point is: there is no automatic cancellation rights or cooling off period

Unfortunately many hotels or website are very vague or put a lot of exceptions when informing about cancellation policy and you find out exactly what you will be charged only when it is too late...

I didn't write the letter because I think they wouldn't give me anything back anyway...

At least this experience will teach me I won't make any bookings if cancellation policy it's not clear or I will look online for advices about serious hotels and website.

[cerberusalert]

But it is set out in the traders terms and conditions (see post #2)

Hotel Cancellations / Amendments

 

In the event that you would like to cancel or amend your hotel booking, the hotel's cancellation policy will be available on your confirmation email or as stated at the time of booking.

 

If the cancellation policy is not displayed within your confirmation email and you wish to cancel your reservation, it is your responsibility to notify lastminute.com verbally or in writing at least 48 hours prior to the expected check in date.

[elevi]

But it is set out in the traders terms and conditions (see post #2)

 

that's the point, I found out that they were not going to refund me when I called for the "verbal" communication to cancel the booking.

I think the customer should know before to pay if what he is buying is going to be refundable or not, only if you have all the information you can make proper decision and compare different offerts, for example I would use booking.com instead (as a friend of mine told me they refund everything if you cancel 1 day in advance).

The confirmation email just mentioned that lastminute charge 20 pounds plus fees from the hotel (depends from the hotel)...and apparently the fee from the hotel was the full amount.

But even if the cancelation policy on the confirmation email was clear, I don't think it's fair you have to wait the confirmation email to know your rights, at that point you have already paid and cannot change your mind anymore...