QANTAS Hotels - Technical Errors with Bookings?

[E Shirley]

I have spent several years "lurking" but so far with very little to add that most savvy readers would not already know.

But now I genuinely need help.

In July 2014 my husband and I booked a suite at the Ramada Hotel and Suites at London Docklands to attend a seminar at the London Excel next month. Yesterday we received a call from QANTAS Hotels advising us that there has been a "technical problem" with our reservation. They have offered the Greenland Villas (please if you have a moment look at the startling difference between the 4+star property next to the Excel and the B&B that they offer as an alternative!). I cannot believe that this is offered as an alternative to a suite in the London Excel precinct.

I do understand that QANTAS is not in control of QANTAS hotels but they DO make this available on their website so SURELY QANTAS must accept some small amount of responsibility for directing my business to them? (I am SG but simply because I love everything about travelling)

Any help would be greatly accepted. Our small business has invested a reasonable sum (I accept that this is small by larger businesses standards) to attend this event. We booked so well in advance to ensure that we were in the vicinity of the London Excel, to be told that this isn't so less than two weeks before the event is astounding (my husband has a different word for that).

I have pleaded with QANTAS hotels for genuine assistance, can anyone add any other advice?

(I'm new to this so moderators please correct any errors).

 

[JessicaTam]

Welcome E Shirley, I hope you get a resolution to what sounds like a very ordinary situation.

 

[E Shirley]

Thank you Jessica, I hope that ordinary is a polite way of saying "not very good", rather than "happens every day"!

 

[JessicaTam]

Thank you Jessica, I hope that ordinary is a polite way of saying "not very good", rather than "happens every day"!

Yes, polite way of saying very carp.

 

[defurax]

Hooroo (the QF subsidiary) is not responsible for anything about anything (to sum up their Terms and conditions..https://hotel.qantas.com.au/terms-and-conditions)
Some hotels (especially in the US) are very clear about their overbooking policy, but I couldn't find anything about Ramada in the UK.
This article from The Guardian suggests that the credit card company is jointly liable with the hotel for the breach of contract (in case you prepaid your room) The hot topic: What are your rights when a hotel has overbooked? | Travel | The Guardian

 

[MEL_Traveller]

I have pleaded with QANTAS hotels for genuine assistance, can anyone add any other advice?

(I'm new to this so moderators please correct any errors).

Do you have travel insurance? If so, perhaps contact them and ask their advice? Maybe you can get a full refund from QF hotels and the insurance will pay the balance for a similar rated hotel to the one you are already in?

Have you checked the Ramada to see if they still have rooms available? If so, what is the nature of the 'technical problem'?

This might require a bit of digging to get to the bottom of. Any more info you can provide would be good.

 

[E Shirley]

We booked using a credit card that has a travel insurance product attached. The payment was made in July 2014 - we called the credit card contact number to ask if there was a time limit to reject the charge but didn't get a direct answer - just "talk to the hotel".

The Ramada is now fully booked.

We have only been told that the reservation wasn't processed because of a "technical error" and that it has "affected a lot of people".

 

[MEL_Traveller]

We booked using a credit card that has a travel insurance product attached. The payment was made in July 2014 - we called the credit card contact number to ask if there was a time limit to reject the charge but didn't get a direct answer - just "talk to the hotel".

The Ramada is now fully booked.

We have only been told that the reservation wasn't processed because of a "technical error" and that it has "affected a lot of people".

getting a refund isn't a problem... qantas hotels legally owes you that. the product you bought is not the product they are now offering.

you would organise that through qantas hotels themselves.

it it might be worth ringing or emailing the hotel to see if they can offer you a better hotel than the one offered by qantas. in the meantime I'd book a refundable hotel somewhere just in case u need it as a fall back... sounds like the rooms are selling out quickly.

 

[E Shirley]

Thank you, MEL_Traveller, we have just made a fully refundable booking for a suite at a hotel in the Excel precinct. The cost is far greater than our original reservation, possibly because of the change in the exchange rate since July 2014.

We booked well in advance to secure a good price and protect ourselves from exchange rate increases.

It feels like the only thing we did wrong was our choice of website, which is sad because QF offer some great products.

 

[MEL_Traveller]

Thank you, MEL_Traveller, we have just made a fully refundable booking for a suite at a hotel in the Excel precinct. The cost is far greater than our original reservation, possibly because of the change in the exchange rate since July 2014.

We booked well in advance to secure a good price and protect ourselves from exchange rate increases.

It feels like the only thing we did wrong was our choice of website, which is sad because QF offer some great products.

i would email qantas hotels and ask them for an explanation of the technical issue, and to pay the difference in price. also worth following up with your travel insurance as this may be covered by 'cancellation' by a travel provider. you may need the explanation from qantas hotels in order to make a claim (if eligible).

 

[mannej]

This sounds like a case of bait and switch to me. I hope the OP gets this sorted in their favour.

 

[E Shirley]

QFF points for my last stay in Hobart have just posted on my QFF activity statement. This is a timely reminder that IMHO QF Hotels is a good product when things run smoothly.

When things go wrong the customer service recovery isn't good.

We feel that QF Hotels still don't understand that our original reservation was for a Suite within walking distance of the London Excel and alternative accommodation should meet that criteria.

I'm posting here again because it appears to me that in this forum some of the readers work within the travel industry.

Customer service recovery isn't about saying something sympathetic or giving an apology, it is understanding what the customer needs.

 

[MEL_Traveller]

in order to determine the appropriate response from QF hotels, we need to understand the nature of the 'technical' issues.

if the matter was within QF's control. there may be a stronger basis for you to demand help.

if the problem is wholly outside their control, what hey have offered may be reasonable.

ultimately you have the right to a full refund, free of any cancellation fees or other charges.

 

[E Shirley]

Thanks, MEL_Traveller, I asked them that question, they didn't (or perhaps won't) tell me what caused the "technical error".

 

[Mal]

Absolutely disgusting behaviour, The timeframe since booking and who you booked through should give you security, not worry.

I re-read the T&Cs, and I can't see anything beyond general exclusions.

@RedRoo - The Qantas Brand is at stake here. What can be done?

PS - I PM'd RedRoo to highlight this thread.

 

[MEL_Traveller]

Thanks, MEL_Traveller, I asked them that question, they didn't (or perhaps won't) tell me what caused the "technical error".

tell them you need it to sue them for breach of contract

on a more serious note... if you email them asking for the 'technical' reasons, add a sentence asking customer care to 'please refer this email directly to your legal department'.

A customer care agent probably doesn't know (or care) about the booking other than what they can see. The legal department should sort that out.

 

[E Shirley]

tell them you need it to sue them for breach of contract ...

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.

 

[MEL_Traveller]

Asking customer care to refer the matter to their legal department is not an indication of intention for legal action, it is simply asking the right department to look at the issue. Their are right and obligations arising when you book and pay for services... customer care may not be aware of these, but legal will.

legal may determine you should be moved to a more suitable hotel free of charge.

 

[E Shirley]

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

 

[AustraliaPoochie]

Technical reasons!/?
One technical reason and I can see why the others are pushing you to chase up with QF Hotels, and maybe they won't tell you is, just maybe some one or something didn't send the booking data to the hotel electronically.
Thus is one if the scary things when bookings things online.