QANTAS Hotels - Technical Errors with Bookings?

[E Shirley]

Thank you, Australia Poochie, this is "Hotel Booking 101" for me. I thought that when you received the reservation confirmation email that the reservation was also sent to the hotel, it isn't so?

 

[MEL_Traveller]

Oh, so "legal department" is the new "customer care"? I understand now.

Let's consider another example... you buy goods which are faulty and take them back to the shop but the shop assistant says 'no refund'. If you ask them to refer it to their legal department, they'll set things right in about two seconds.

Front-line staff aren't always aware, or empowered to give you the right outcome.

If you have booked and paid for a hotel, and that hotel isn't delivered, that's a prima facie breach of contract. Do you expect a customer care officer to be up on the law? Not necessarily. But the legal department will be.

'Technical reasons' could be that QF didn't send your reservation to the hotel, it could mean they didn't send payment. Or it could mean the hotel itself overbooked. You need to know because it affects your rights. And your rights affect the outcome you can expect.

At the moment... 'technical reasons' is a bit like an airline telling you your flight is delayed because of the 'late inbound aircraft'. Many people accept 'late inbound aircraft' is a valid excuse (partly because airline staff say it with such conviction!)... but in reality, it's only valid if it is outside the airline's control.

 

[E Shirley]

We're waiting for an email from QF Hotels with a possible resolution. It hasn't been a simple process.

In retrospect we were not prepared for the call from QF Hotels when they told us that our booking had disappeared into thin air. Through this process we have learnt a valuable lesson. Next time (I'm not giving up on QF Hotels just yet) we will keep a hardcopy of our 2nd, 3rd and 4th choice hotel options - showing the prices at the time that we make the booking. (Especially where exchange rate changes can erode the value of our original booking).

We made this list when we researched our selection (as I'm sure many also do) but it was discarded once we booked our 1st choice.

Being able to quickly request a 2nd, 3rd or even 4th choice (and the price difference a the time of booking) might (???) have helped us to expedite a resolution.

We don't want to feel that we have profited from someone else's mistake, but equally we don't feel that we should suffer the consequences. Our original list would have been a big help to us right now because the exchange rate has moved against us and room rates in the area have skyrocketed.

If this is useful advise for others, then at least something worthwhile will come out of all of this.

 

[MEL_Traveller]

We're waiting for an email from QF Hotels with a possible resolution. It hasn't been a simple process.

In retrospect we were not prepared for the call from QF Hotels when they told us that our booking had disappeared into thin air. Through this process we have learnt a valuable lesson. Next time (I'm not giving up on QF Hotels just yet) we will keep a hardcopy of our 2nd, 3rd and 4th choice hotel options - showing the prices at the time that we make the booking. (Especially where exchange rate changes can erode the value of our original booking).

We made this list when we researched our selection (as I'm sure many also do) but it was discarded once we booked our 1st choice.

Being able to quickly request a 2nd, 3rd or even 4th choice (and the price difference a the time of booking) might (???) have helped us to expedite a resolution.

We don't want to feel that we have profited from someone else's mistake, but equally we don't feel that we should suffer the consequences. Our original list would have been a big help to us right now because the exchange rate has moved against us and room rates in the area have skyrocketed.

If this is useful advise for others, then at least something worthwhile will come out of all of this.

The current price or exchange rate should not be an issue.

You should be entitled to a comparable/equal hotel - star rating, facilities and location. If the cost of the new hotel is greater you should be entitled to claim the balance or preferably, the hotel or Qantas hotels (wherever the issue originated from) should simply reconfirm your reservation in the new hotel.

Again, it really depends on the reason why your hotel is not available. If it is overbooking, the hotel itself should pay (you are not profiting). If the money wasn't sent through, the booking agent should pay (you aren't profiting). But if the hotel experienced a fire or something, and the rooms are not available for occupation, there might be a good reason why your reservation had to be canceled.

 

[Mal]

I don't want to sue anyone, I just want a strong robust airline and good hotel booking service to feed my travel bug!

Mal, I have noticed your location, do you know (or know of anyone who would know) how many good hotels are located within walking distance of the London Excel? It appears that this isn't QF Hotels strong point.

A decent number.

There's the boat hotel if you really want something different.
http://sunborn.com/sunborn-london/

But most major chains are represented. From memory, novotel, and ibis are extremely close, and excel does have excellent transport links back towards canary wharf.

Oh, and while I indicated I pm'd red roo, it seems I sent it to someone else with a similar name. Will resend.

Edit. Red Roo responded quickly to me. Not going into details (and I wasn't provided any information not currently in the public domain) , but I hope things work out well in the end.

 

[UP4014]

QANTAS put their name to it, takes years to build a good reputation and they are tearing it down quick smart.

Not good enough QF, get out of the business you are an average performer at.

Matt

 

[CaptJCool]

in using the QF hotels website on the mobile, i noticed 'expedia' showed up on the URL bar....before dropping back to the QF one - I wonder if there's a blackhole between QF and Expedia ? Also if this is so, means the pricing has two commissions upon it.... the Sunborn looks absolutely brilliant - I'm seeing if my spending plan can manage a blow-out to 4 nights at 210 pound a night LOL

I did fall across a place that looks beautiful.. St. Katharine's - Home that might do the trick if all else fails - The Foundation enjoys the title of ‘Royal Peculiar, a site of worship which is under the jurisdiction of the British Monarch rather than a Bishop’



I note about three weeks of March are still available - checked just now.