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Reviews (1)

Hotel Direct

The telephone purchase was very good, the website experience not so.

I first made enquiries on the website and was qoted a bed only price which I found acceptable. However on continuing the process the price had been increased by over £100.00. I suspected that breakfast had been added which I did not want. Have not airlines been criticised for this practice? I decided against going further into the purchase set up and contacted Hotels Direct directly. The young lady who dealt with me was very personable and efficient. It was a pleasure dealing with her. For the telephone contact I will award five stars. For the web site one star.

27 February 2013

Reply from Hotel Direct

Dear Mr Kinsey

Hotel Direct nevers adds extras that you have not requested - and quotes the full cost of your accommodation from the moment you submit the dates and rooms you require. We do not engage in the airline-type practise that you describe of bolting on costs during the booking process. We cannot be sure why you would have seen a £100 increase but there are a few possible explanations. Before a customer sumbits a date we show a 'from' price which is the lowest double room price available in the next few weeks. A customer's selected dates may be at that 'from' price or may be more expensive but as soon as you submit dates and room requirements the precise price is shown and it is the total price of your stay. One other possibility, which is very rare, is that between your search and confirming that you wanted to book the hotel, the hotel price may, coincidentally have been increased for the nights your were booking. Hotel prices can sometimes go up as well as down if for example only a few rooms are left and the price had been previously heavily discounted. Such increases are always at the hotel's request. This rarely happens during a customer's booking process but may have been the case here. We pride ourselves on transparency, genuine customer service and adherence to fair business practise. We're pleased that you called and we would encourage you and all other customers to call 0800 633 8000 with any questions or issues. We will always do our best to resolve any concerns and deliver the best possible value for your booking requirement. Yours sincerely. Hotel Direct reservations

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Mr Kinsey
United Kingdom