Booked an amazing room rate online - will the hotel honour my booking?

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  razorack999 on 19/12/2012 - 06:36

  +2

  Imo you have a contract. You have entered into the contract in good faith. They have given you a reservation at that price. Just turn up , dont question the rate, and if at the end of your stay they try to charge you a different rate, you can simply show them the reservation evidence that you have. They cannot then charge you more. If they try to by using your card, contact the card company and initiate a complaint. They will reverse the charge as you have sufficient evidence to refute the charges.
  If they discover the error, if there is one , before your stay and then contact you offering you a different rate, then that us another matter.

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    roshodgekiss on 19/12/2012 - 06:51

    Thank you so much for your advice here. There doesn't appear to be anything in their terms suggesting that they can just cancel on me and Consumer Affairs Victoria has the following in http://www.consumer.vic.gov.au/library/publications/business…

    Once you have accepted a booking from a consumer, you have to honour it subject to any conditions you have outlined to consumers. This is because you have reached an agreement with the consumer on the terms of the booking (eg the dates, accommodation type and price) and entered a contract between you and the consumer. You may only change the terms of the booking at a later date if there is mutual agreement between you and the consumer.

    …

    For example, if you state in your contract that you reserve the right to cancel an accommodation booking in any circumstances without notice, such a term could be regarded as unfair.
    Equally, any term in your contract that states without qualifications that you have the right to vary deposit amounts or any fees and charges at any time could be regarded as unfair.

    Hopefully that covers it - thanks again!

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  stralya on 19/12/2012 - 08:34

  I assume it is a decently large chain to have it's own loyalty program. If that is the case, they will honour the booking. If it is a mom & pop B&B or an independent motel, they are more likely to argue that it was a mistake.

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  roshodgekiss on 19/12/2012 - 10:15

  So, as a follow-up, I just received this email from them:

  "We are writing to inform you that the rate you have booked for the 15th of January was a computer error which resulted in a number missing from the original price, hence you were able to book the room for $xx.00AUD per night rather than the original rate of $yyy.00AUD per night.

  We regret to inform you that we are unable to honour the rate of $xx.00AUD per night in a Super Deluxe Two Bedroom Suite. In lieu of the situation we would still like to offer you a discounted rate if you would still like to stay at the hotel, please see below for what we would like to offer:

  <room rates>

  The above rates have been discounted considerably from the current price.
  If you would prefer to cancel the booking we are happy to cancel the booking free of charge.
  Please accept our sincerest apologies for the error and we hope that this can be resolved and has not marred your view of the hotel."

  I'm a non-argumentative type of person and generally will say "a mistake was a mistake, lets move on" but I'm a bit curious what you would do in this situation. The discounted rates quoted are well out of my budget.

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    retiredfeline on 19/12/2012 - 10:26

    I think you will find that merchants have some clause in the T&C that allows them to reject offers due to pricing errors, and they might or might not offer something in compensation for goodwill. BTW remember that a price tag, whether physical or online, is legally an "invitation to treat", and no contract exists until the seller accepts your offer. If the online system already replied, then they may have made an exception for online systems where the acceptance isn't confirmed until a further notification is sent out.

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  PeterC86 on 19/12/2012 - 10:36

  push on with the info you've posted here so far (that theyve already accepted the booking, etc). perhaps check the terms and conditions etc they have on their website first. theyre hoping that you just accept it and either book at the price theyve given you, or cancel.

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  razorack999 on 19/12/2012 - 10:36

  +1

  i think once they have identified the error, you are in a different situation…they dont have to honor it….

  if you still want to stay there i would get back to them with what you are prepared to pay . The chances are they will be prepared to meet your price as an act of goodwill, especially considering that you are a loyalty member.
  often they are not fully booked and will consider your offer especially if it approaches their normal wholesale rate that they would bulk sell to agents anyway.
  Of course all negotiating principals apply so if you are prepared to pay say 100 and offer 100 the chances are they will say 120 for example ie offer 80…..
  good luck

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  donga100 on 23/12/2012 - 13:43

  Just pretend like you never received the email.