My complaint:
Booked twin room, ation received 27th September. Unfortunately friend was unable to come and I rang 3rd October to inform HF, they said it was too late to change the room and they couldn’t give me a refund, which I understood and accepted. I received no emails regarding the conversation so sent an email to them on 5th October ing what we’d discussed and only one person would be staying in the room. Nothing came back from them. When I arrived on 17th I was surprised to find the room was a single. I tried phoning during the holiday and sent messages, and Alison, the manager at the hotel was very helpful, passing messages on to them. I then received an email offering a refund of £56.50 (10% of £565 for cancellation of guest), but don’t think this is a fair reduction, as I stayed in a single and the cost of the stay was for a twin. I accept there has to be a penalty for a late cancellation, what I am finding hard is the room was changed to a single without telling me and I’ve been charged for a twin. Once home I’ve tried many times to ring them, and sent emails, but the replies I’ve received haven’t covered my confusion, they’ve just sent invoices showing the cost of the room (the twin being replaced by a single, but the same price as the twin in the original invoice I received on 27th September) and the cancellation fee.
Suggested solution:
I do feel I'm entitled to some compensation as I've paid for something I didn't get, irrespective of how many were in the room.
