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Reviews (1)


Booked hotel for the wrong date then didn't respond

I booked a room in Cardiff TraveLodge for two nights through these guys and received the confirmation e-mail and voucher fine (all with correct details on them). But when I turned up at the hotel they initially couldn't find my booking. When they eventually did it was for October (not August as stated on my voucher and confirmation e-mail). Unfortunately the TraveLodge was full that night so I ended up having to call around all local hotels trying to find an alternative booking (which cost me substantially more than my original booking).

When I contacted OnHotels.com I was advised to put it in an e-mail (which I did). Despite numerous further e-mails and phone calls I still haven't heard anything back from them. I'd advise strongly against going anywhere near these guys.

12 September 2012

Reply from Onhotels.com

Hi Tim,
We are very sorry for the inconvenience we have caused you. I’ve been carefully looking at your reservation and the dates for your booking were correct in our system and in our supplier’s system; so we suspect the hotel made an error entering the booking details into their own system -casually the day where they were fully booked.-
We are investigating the issue with the supplier for this hotel and with the hotel itself. We’ll contact you as soon as we know what the real problem was and refund you accordingly.

Hi Tim, we got an answer from the hotel, which I reproduce below:
"Thank you for contacting us with regards to your client's reservation at our Cardiff Atlantic Wharf Travelodge.
I am sorry to learn of the problems that your client experienced upon their arrival at the hotel; please pass on my sincere apologies for any inconvenience caused.
It appears that an error was made with the booking and this was not entered in to our reservation system correctly. Please be assured that this has been raised with our Sales Manager to be investigated internally, with any retraining taking place where required.
I can confirm that I have cancelled the incorrect booking, so you will not be charged for this reservation.
Once again, please pass on my apologies to your client.
Thank you again for contacting us.
Travelodge Customer Services "

Please Tim, accept also our apologies for the inconvenience caused. You'll be full refunded for the value of your booking. If you need any further, don't hesitate to contact us.

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Tim Trailor
United Kingdom