My complaint:
RE: Booking No: AVZ64379; OYO Central Hotel, Golders Green; 19 June 2023
I booked the above room on 19th of June this year. Through some glitch, the website reset the check-in and check-out dates so they reverted to the day of booking and next day respectively. As soon as I read the ation email, I noticed the error so immediately cancelled and rebooked ensuring that the dates remained as I’d set them – this was less than an hour. The result was booking reference GFCN1930 for 21st June.
However, when I asked for a refund, I was told that your policy doesn’t allow it because I didn’t cancel by 9.00am on the day of book-in. How could I possibly cancel before 9.00am when the booking wasn’t made until almost 5.00pm. It stands to reason that a booking made from Liverpool at 5pm for a hotel in London in the same evening was an error. No matter how much I explained that it was a fault of the website, a refund was refused.
I emailed customer support and the ticket was closed by you with no explanation as to the logic of insisting that a booking is cancelled nine hours prior to it being booked.
Please will you refund the fee paid of £59.00 as I did not use the room, could not have cancelled before 9.00am and it was an error on the site.
Suggested solution:
Repay the £59.00
