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2 weeks after booking I was informed hotel was not booked

I booked a hotel that I specifically wanted 2 weeks ago and have just been emailed to say that the hotel is not booked and I can have a refund or a transfer to a hotel that does not meet my needs (and despite being promised an email with details of this alternative hotel it has not been sent). I asked for other alternatives as I was not happy with the hotel offered and was told that I had to review the offer emailed first but none has been sent. I am devastated as I would have booked alternative dates with my chosen hotel if olotels had not taken my booking but it is too late now as I have booked my flights separately. I called the hotel direct and they tell me that olotels carried on taking bookings 3/4 days after they listed the hotel as full (olotels claimed it was the hotels fault and not theirs). When I have called one line rings then goes dead and twice I was connected then hung up on. They have not sent me the email promised or replied to my email. My holiday is in 10 days and I now have to start searching again for a hotel that meets my needs. Book with a reputable company is my advice and avoid olotels like the plague.
Booking no. 3975653.

28 July 2013

Reply from Olotels.com

Dear Poulton Clearout,

Thank you for your comment and the opportunity to improve our services! There are cases when hotels are facing overbooking situations.

Kindly keep in mind that for not having direct contracts with the hotels directly (third party), we rely only on the information and availabilities received from our suppliers. Therefore Olotels.com cannot be held responsible for sales that are not closed in due time.

However, we always suggest our clients an alternative of the same category or higher at no extra cost or a full refund of the amount paid.

For any support or assistance please call 0044 208 819 7918.
Opening hours:
Monday to Friday from 6:00 to 22:00 (GMT) and 10:00 to 18:00 on weekends.

Best regards,
Olotels.com Team

Poulton Clearout´s profile

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Poulton Clearout
United Kingdom