Roomsnet.com double-booked me, and didn't offer compensation
Roomsnet.com double-booked me, and didn't offer compensation
I have recently returned from holiday in Spain having paid for my accommodation twice. I booked a room for my six-night stay on the Costa Brava with roomsnet.com of west London, paying £293 in advance. When I arrived at the hotel, they told me that they had no such booking and I had no choice but to pay a further £429 to avoid being evicted. When I got home, I complained but had trouble getting through to anyone to take up my complaint. I have now received a refund of £293 but think I should get more. AB, Bristol
This is a straightforward case of breach of contract by roomsnet. It has let you down by not providing the room at the agreed price and the consequence was to make you incur a charge of £429. The fact that it has paid some of the money back is a step in the right direction, but after Capital Letters intervened and pointed out its responsibilities, a further £136 is on the way. You paid with a debit card – use a credit card in future for extra protection.
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Answering your letters this week is Steve Playle, Trading Standards officer and team leader at Surrey Trading Standards Service.
We welcome letters but regret we cannot answer individually. Email: capital.letters@guardian.co.uk. Please include a daytime phone number.
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