What to do if your hotel messes up your booking?

  • Global
  • Thursday, 09 Jul 2020

If a hotel messes up your booking, you do not need to accept its offer of rebooking you into another place.

The hotel is just minutes away from the exhibition centre, saving you the headache of trying to figure out an unfamiliar city’s public transport system or finding a spot in the crowded car park.

Then the hotel chain tells you that a room isn’t available at that location, but you can be rebooked at another location in the city free of charge – though it’s farther away. Do you have to accept?

“Generally speaking, you are usually entitled to a refund” if you don’t accept the hotel’s offer of being rebooked at another location, says German travel expert Julia Rehberg from a consumer centre.

“When you get down to it, a rebooking is a cancellation on the part of the hotel as it can’t provide the service, ” explains Rehberg.

Some hotels may try to offer a voucher instead of a full refund – something the guest is not obliged to accept, stresses Rehberg.

In fact, customers may even be able to make a claim for damages in such a scenario – for example, if they have to book a room in another hotel in the desired area and pay more than the original price.

“But that depends on the reason for the cancellation in each individual case, ” says Rehberg. For example, if the hotel can’t put up any guests due to regulations, there is no claim for compensation.

However, if the hotel remains closed after coronavirus restrictions have been lifted due to economic reasons, then there is potential to make a claim for damages in this case, according to the expert. – dpa

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hotel , booking , rebooking , travel tip


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