Hotel Booking Dispute Resolution

Summary

If hotel amenities are not as advertised, it may breach the Consumer Rights Act 2015. Consider contacting hotel management for resolution. If unsatisfied, explore Alternative Dispute Resolution (ADR) for compensation.

Full Conversation

Yes this was there response
It sounds like you may have grounds for a refund or compensation. Here are a few steps you can take:
*. Contact the Hotel Management: Outline your issues clearly, including the lack of amenities and the change in accommodation.
*. Consumer Rights Act *: This act protects you from services not being provided as described.
*. Alternative Dispute Resolution (ADR): If the hotel is uncooperative, consider ADR schemes.
Would you like more information on how to proceed with ADR or any other queries?
. Had the guests mentioned any concerns at the reception during their stay, they would have been happy to address them on the spot. I’d like to clarify that during their time at the Royal Palm Hotel **, 140m away, where they were accommodated, they didn’t express any complaints and were even given a complimentary upgrade. Let me just make a note that Hotel Neptun is a ** Hotel and Royal Palm is a ** Hotel. They also had full access to the Spa center, including the indoor pool, Jacuzzi, saunas, and gym. Please note that the guests did not follow the correct procedure in this case In this case as no incident was reported we are not able to make any refund. We have been charged *% for this booking as the client was accommodated and used their full stay.
It sounds frustrating that you were moved to a different hotel and didn't have access to the amenities you expected. You might still have options:
- Consumer Rights Act *: Services must be as described.
- Alternative Dispute Resolution (ADR): If the hotel remains uncooperative, you can escalate your complaint.
Would you like more details on how to start an ADR process?