Change of booking == Cancellation?

[TooNice]

We are offering an exceptionally low rate on this property. In order to do so, we must make this a non-refundable rate. If you choose to cancel this reservation, you will not be refunded any of the payment.

So I email them:

Dear Sir/Madam, I understand that cancellation is not available on this booking. However would it be possible to change the date of the stay (perhaps for a fee). Regards.

And they reply:

I regret to inform you that I am unable to modify your reservation by email communication alone, as changes to the booking dates may result in a change in cost.

I request that you call us on +44-207-136-6278, mention the new dates and one of our executives will be happy to call the hotel and try to modify your reservation for future dates, as per your request.


I look forward to hearing from you shortly.

Yours sincerely

"A change 'in cost". What should have been written was "We'll treat it as a cancellation and a rebooking, where we keep your money for the previous booking, THEN charge you for the new one".

A fee is acceptable, I expected it. But they could more direct when there is £600 involved. As I see it, it's sneaky.

It puts me in an awkward position. The booking is for my parents who asked me if a change of booking is possible (and prompted my email). I reported what the email stated 'Yes, it's possible, but they'll be a fee. Let me know of the new date so that I can call them and make the change'.. And they went ahead and change the flight (doh). I'll take the full responsibility for it, and pressed for a more precise answer as to what the 'fee' is going to be.

*Sigh*. The lady on the phone was polite but powerless to help. Should I try talking to manager, write a letter, or chalk it down to experience? And what approach should I take?

This is a downer. And I've been happy with Hotels.com till now

[LWA]

TooNice I'm not entirely sure what you're getting at.

The way I read it was before changing the dates, Hotels.com need to know the dates so they can check with the hotel to see whether the new week is more expensive than the original. That would then be the "change in cost".

What am I missing?

[TheAnimus]

You've tried ringing the hotel directly right?

[Lucio]

Unfortunately I think you're screwed, a non-refundable booking is perfectly fine if they spelt it out upfront and for a hotel changing dates *is* like a cancellation because it's often too short of a timespan to get a replacement into the room, so a room is left empty.

Hate to say it, but I think you're screwed

[scaryjim]

Unfortunately I think you're screwed, a non-refundable booking is perfectly fine if they spelt it out upfront and for a hotel changing dates *is* like a cancellation because it's often too short of a timespan to get a replacement into the room, so a room is left empty.

Hate to say it, but I think you're screwed

I'm afraid to say I have to agree completely with the above. The whole point for hotels.com is that they buy block bookings at a low rate, which they then pass on to you. They don't wait for your booking then book the rooms. So they probably don't have any rooms booked (or left) for the new dates, and it wopuld cost them an arm and a leg to book more rooms now. I agree that their email response to you may have been badly worded, but it should have been clear to you from the original terms and conditions that a change to the booking would be a no-go.

Also, please note that the email didn't say they *would* change the dates - it only said they would contact the hotel and *try* to change the dates. If the hotel says no there's absolutely nothing hotels.com can do about it...

I think you should try speaking to a manager at hotels.com - they need to be clearer in their responses. It's possible that they have a stock response for all enquiries and they didn't even check the booking to see if it was non-refundable, but that's still bad customer service. If you're lucky you might get a decent sort who agrees to the changes anyway as a good will gesture. The worst that can happen is that you get the same answer you've already had: and at least they provide a landline number so you're not getting skinned by an 0845 / 0870 number in the meantime...

[Saracen]

A letter can't do any harm, but I doubt it'll do much good either. Given the advance restrictions, I think you going against the odds. And, bear in mind, it might well be that the increase in cost is a coming from the hotel, not the booking agent. If they increase costs, it may well be because they face an increase themselves, and it may well be most of that £600. If the booking happens to go from a period that's cheap (low level of demand) to a peak demand period, then a large increase from the hotel is is quite possible, even probable.

My guess is that someone is going to co that £600, and it'll be you or the parents. But you never know, perhaps a polite letter might get a goodwill gesture, and even it it knocks 10% off that, it'll be worth a letter.

[TooNice]

You've tried ringing the hotel directly right?

I did two bookings in May, once for July and the other for September (still over a month away). When my parents asked stayed in July, I asked the hotel directly, and they referred me back to Hotels.

It may well be that I am stuffed, and I am preparing myself for the worst case scenario. Still, I think it's not doing much good for all party involved. On this end, there is of course the £600. The agent may not have done too much wrong, but I am still likely to blame them for not phrasing the terms for changes more explicitly in the T&C / Email, and the 10 or so bookings I've gone through with them could very much have been done with Expedia (often similar deal).

As for the hotel, similar situation. They could've asked for a more reasonable penalty fee, they would've got the penalty fee *plus* another booking charged at a higher rate.. and with still over a month to go, they could've easily filled the vacated room (probably at a higher rate too). As it is, there is no incentive to cancel even if I rebook it in a new date, and chances are, we'll probably rebook it to another hotel. This may cost us more than it costs them, but it's not optimal for any parties involved.

[TheAnimus]

The booking I just made for tonight I had to click a tick box to ensure I know its non-refundable.

I've saved about 30% for doing that.

You exchanged a fixed cost, for a floating cost. Its the bases of the idea of trading.

You took the reward (lower price) for the risk (you might want to change), sure they could have handled it better, but as long as they told you upfront, which hotels.com does to me, they are no way at any kind of fault.

Your parents who changed the flights without checking with you are (sorry to be harsh, but its true!).

The hotel involved might not want to make a gesture of good faith, that's their prerogative, just don't book the new dates with them.