Hotel cancellation

Dav010

Dav010 wrote: »

But they are giving the op a full refund, why would you spend €25 to get back money you have already been given?

See my above post.

runawaybishop

[Deleted User] wrote: »

See my above post.

SCC has nothing to do with being held accountable, it only gets your money back minus the court fee. Civil court if you want damages or to hold them accountable for something.

RoYoBo

What strikes me as strange in this sorry saga is why the hotel contacted the OP at the last minute? If they had already informed Groupon that these deals were unacceptable at the weekend, why would they need to contact the OP at all? What triggered said contact? They must have been given the OP's details, including their dates.

Furthermore, it's highly unlikely that the hotel only became aware of the booking 2 days beforehand. If Groupon confirmed the OP's booking in June, they could hardly wait until 2 days before the holiday to let the hotel know of the booking. How could they be sure there was any availability left at that time, weekend or not?

IMO, the hotel is definitely not an innocent party in this and one can only speculate as to why they ran with it until staycations became a thing and bookings increased. Perhaps a case of being willing to accommodate the OP unless something more lucrative turned up?

Tippgirl74

Just received the following reply from the hotel's MD, sent last night at 10.30pm. I only picked it up now!!

Dear x



Thank you for patience.

The issue with your booking has just come to my attention. I am sorry for the delay in getting back to you as I have just returned to work tonight.

We are sorry there was such a mix up and confusion with your booking. We feel the mistake was made by Groupon. However, in good faith we are happy to offer you the original booking for Thursday and Friday at the original price, indeed we are happy to offer you a complementary upgrade. We would appreciate knowing if you plan to come to our hotel.



Best wishes

Tippgirl74

Groupon's reply to my request to have this escalated!

Dempo1

Tippgirl74 wrote: »

Just received the following reply from the hotel's MD, sent last night at 10.30pm. I only picked it up now!!

Dear x



Thank you for patience.

The issue with your booking has just come to my attention. I am sorry for the delay in getting back to you as I have just returned to work tonight.

We are sorry there was such a mix up and confusion with your booking. We feel the mistake was made by Groupon. However, in good faith we are happy to offer you the original booking for Thursday and Friday at the original price, indeed we are happy to offer you a complementary upgrade. We would appreciate knowing if you plan to come to our hotel.



Best wishes

Now that's what I call a resolution, well done I may have come across as being critical of the hotel and this was for genuine reasons as I know how these bookings and discounts work and ultimately I believe the hotel was primarily at fault, especially knowing as they did there was well highlighted issues with Groupons terms and conditions and they failed to act and only waited for the very last minute to act and not to your advantage.

Well done for sticking to your guns, a sensible decision and as previous contributers have said, all over a relatively small sum of money, Enjoy...

Tippgirl74

Dempo1 wrote: »

Now that's what I call a resolution, well done I may have come across as being critical of the hotel and this was for genuine reasons as I know how these bookings and discounts work and ultimately I believe the hotel was primarily at fault, especially knowing as they did there was well highlighted issues with Groupons terms and conditions and they failed to act and only waited for the very last minute to act and not to your advantage.

Well done for sticking to your guns, a sensible decision and as previous contributers have said, all over a relatively small sum of money, Enjoy...

Thank you. Yes we are obviously really pleased to have this finally addressed in a fair manner to ourselves, and to have our grievance 'validated'. But it still falls short of a satisfactory resolution, due to the timeframe. We actually do not plan to travel now but it is a consolation to know that we could!! So maybe a 2star rather than a 1star review??!!

Dempo1

Tippgirl74 wrote: »

Thank you. Yes we are obviously really pleased to have this finally addressed in a fair manner to ourselves, and to have our grievance 'validated'. But it still falls short of a satisfactory resolution, due to the timeframe. We actually do not plan to travel now but it is a consolation to know that we could!! So maybe a 2star rather than a 1star review??!!

Ah now, be gracious in victory but yes time frame not ideal, I'm sure the GM will be flexible for a future date, weather is not great there at the moment anyway, take care

MaryLouMacari

Groupon seem to be 'out of hotel and travel deals' at the moment.

Just searched the site and this is what I got.

"We're out of deals in this category, but you're not out of luck. The search bar above can still find you 1,000s of other amazing deals".

Caranica

Tippgirl74 wrote: »

Thank you. Yes we are obviously really pleased to have this finally addressed in a fair manner to ourselves, and to have our grievance 'validated'. But it still falls short of a satisfactory resolution, due to the timeframe. We actually do not plan to travel now but it is a consolation to know that we could!! So maybe a 2star rather than a 1star review??!!

The hotel have gone over and above to resolve a situation not of their making and this is how you respond?? What would class as a "satisfactory resolution"?

Your contract is with Groupon, they messed up, the hotel is an innocent party here. There was a time when you booked directly with the hotel having bought a voucher, were that the case yes the hotel would be at fault. But it wasn't, you booked via Groupon. Their mess.

The offer the hotel have made is exceptionally generous. Take them up on it if you want to go, take the refund from Groupon if you don't. Leave Groupon a poor review but leaving the hotel a poor review is uncalled for.

antix80

Tippgirl74 wrote: »

Thank you. Yes we are obviously really pleased to have this finally addressed in a fair manner to ourselves, and to have our grievance 'validated'. But it still falls short of a satisfactory resolution, due to the timeframe. We actually do not plan to travel now but it is a consolation to know that we could!! So maybe a 2star rather than a 1star review??!!

Up to you. Personally I'd try to travel and make the most of it. The hotel are giving you the remedy you asked for - you just didn't escalate the issue to the right person early enough.

I think you got a little emotionally invested - sure it's a holiday and this was added stress, but most posters on this thread just like an argument.

MaryLouMacari

Maybe take your refund from Groupon and ask the hotel to agree to a similar stay sometime in the future, including the upgrade, by paying them the refund amount directly?

That way they get the full voucher price rather than the lesser amount after Groupon have taken their cut.

runawaybishop

antix80 wrote: »

but most posters on this thread just like an argument.

No we don't!

Tippgirl74

Caranica wrote: »

The hotel have gone over and above to resolve a situation not of their making and this is how you respond?? What would class as a "satisfactory resolution"?

Your contract is with Groupon, they messed up, the hotel is an innocent party here. There was a time when you booked directly with the hotel having bought a voucher, were that the case yes the hotel would be at fault. But it wasn't, you booked via Groupon. Their mess.

The offer the hotel have made is exceptionally generous. Take them up on it if you want to go, take the refund from Groupon if you don't. Leave Groupon a poor review but leaving the hotel a poor review is uncalled for.

Yes on one level, this is a perfectly satisfactory resolution. I just don't agree that it was a satisfactory resolution for us now due to the timeframe. I don't agree the hotel is an innocent party under any circumstances but I don't know the full extent of their responsibility. Why was this not resolved when we phoned Tuesday evening? Even yesterday morning?? They knew the timeframe. There was no attempt to find a solution Tuesday when my OH spoke to the duty manager. It is still my belief that they should never have cancelled in such a short timeframe. My OH did seek to escalate it to the owner on Tuesday evening. This is likely to be the MD who responded last night. Over 24 hours wait for a decision on an imminent booking over 90euros? We just don't feel like packing everything up now and heading to Killarney. I think a review should take into account the experience and not just the outcome. And our experience with Groupon and the hotel was less than satisfactory.

antix80

Tippgirl74 wrote: »

We just don't feel like packing everything up now and heading to Killarney.

Take MaryLouMacari's suggestion.

"Dear Hotel Manager.

Thank you for your kind offer of honouring our booking with a free upgrade.

Unfortunately given the short notice we will not be travelling this weekend.

If your offer stands of a weekend stay and free upgrade, I propose to take the refund from groupon and pay your hotel directly €x for a weekend stay on a future date. What is your availability for xx/xx/xxxx?

Kind regards

Tippgirl74"

Pack your bags and go, tipp!

Have fun, unwind and enjoy the upgrade. The way this year has gone so far we could all end up in lockdown again (I hope not). So run free whilst you can.

Tippgirl74

antix80 wrote: »

Up to you. Personally I'd try to travel and make the most of it. The hotel are giving you the remedy you asked for - you just didn't escalate the issue to the right person early enough.

I think you got a little emotionally invested - sure it's a holiday and this was added stress, but most posters on this thread just like an argument.

It just doesn't suit to travel as we don't feel like packing up last minute. Its not even about taking a stand. I don't agree that we didn't escalate in time. My partner sought to do that within an hour of receiving the cancellation email and was told that he was very busy.
Yes you are so right, I absolutely got emotionally invested, shock, disappointment, anger at the perceived unfairness! Took it personally!! Building emotional resilience 101!! So that's probably the learning for me.

Dav010

The joys of owning a business, it goes to show, sometimes there is no benefit to trying to help a dissatisfied customer. Groupon mess up, the hotel gets a poor review, the op gets an upgrade at a lower rate than normally charge for standard, but isn’t happy with the outcome, and the moaning goes on.

JeffKenna

Just shows some people are never happy.

Tippgirl74

antix80 wrote: »

Take MaryLouMacari's suggestion.

"Dear Hotel Manager.

Thank you for your kind offer of honouring our booking with a free upgrade.

Unfortunately given the short notice we will not be travelling this weekend.

If you offer stands of a weekend stay and free upgrade, I propose to take the refund from groupon and pay your hotel directly €x for a weekend stay on a future date. What is your availability for xx/xx/xxxx?

Kind regards

Tippgirl74"

Thank you I know that is absolutely the right thing to do although I'm still not feeling the love for the hotel that everyone else is feeling!! I will be interested what Groupon will report when their 'specialised team' look into this matter. Don't forget that Groupon report that the hotel cancelled due to unforeseen circumstances!!

HildaOgdenx

I would go, for sure. If you still have the days off, go for it. It's been such a crap time, and who knows what's ahead. Hopefully better times, obviously. But meantime, a break would be lovely.

I think it's a very fair resolution on the part of the hotel. In relation to writing reviews, one star or two star, if I were to read that, that would still be my reaction...that the hotel did their best to resolve the problem. And I would read that as something in their favour, if I was thinking of booking with them.

If there are ever issues, of any sort, with accommodation, restaurant, whatever else, I will always give a business a chance to put things right before I write a review. And on the likes of TripAdvisor, the hotel can respond with their side of the story, and rightly so.

I say, go for it.

Dav010

Tippgirl74 wrote: »

Thank you I know that is absolutely the right thing to do although I'm still not feeling the love for the hotel that everyone else is feeling!! I will be interested what Groupon will report when their 'specialised team' look into this matter. Don't forget that Groupon report that the hotel cancelled due to unforeseen circumstances!!

Not feeling the love? they are offering you an upgrade without you having to pay the normal standard fee. I think if you keep posting, sympathy/support for you will lessen.

antix80

Dav010 wrote: »

Not feeling the love? they are offering you an upgrade without you having to pay the normal standard fee. I think if you keep posting, sympathy/support for you will lessen.

I don't agree with your stance most in most of this thread, Dav010, but short of blood I'm not sure what else the hotel can offer at this stage.

I think Groupon and the hotel share equal blame for reasons that have been done to death. But both offered remedies .. groupon offered a full refund, the hotel offered to honour the deal and give a free upgrade..

Op, honestly - quit messing around and pack a bag. You'll feel better for it. Not everyone is out to get you.

messrs

OP - I know you state that you are not happy with the timeframe it took for the hotel to get back to you but maybe the GM was only coming back to you now as he/she was on their days off and not in hotel and dealt with it as soon as they were back onsite. In the hotel I work in Duty managers wouldn't be authorised to make the call on giving you the room with no extra charge that would have to come from either the Hotel Manager or the GM.
Im glad you got the room at the original price you paid on groupon and also have the added bonus of the free upgrade with is very generous imo .
I know its short notice but as others said who knows whats going to happen with covid and more lockdowns - you had already planned on making the trip today anyway - so just go for it and enjoy your break away

Tippgirl74

Thanks everybody for all the feedback and advice. Much appreciated. We had advised the hotel this morning that we won't be travelling so that's not an option, but look forward to getting to Killarney soon, as well as having a lazy weekend at home!

My final assessment: satisfactory resolution, yes have to agree with previous poster that at this stage hotel and Groupon could've done no more to rectify. Just a pity the issue only got to the hotels decision makers at such a late stage.

Unsatisfactory experience overall, however, with both parties.

I will post Groupons response fyi... if I get one.

Thank you all again

Tippgirl74

Groupon's reply attached!!

Caranica

Tippgirl74 wrote: »

Groupon's reply attached!!

Pass the blame... Having dealt with Groupon in the past, I would 100% believe the hotel over them.

Tippgirl74

Caranica wrote: »

Pass the blame... Having dealt with Groupon in the past, I would 100% believe the hotel over them.

I have to say I've always found Groupon fine to deal with. Have sought a refund a couple of times over the years and never had an issue or delay. But obviously not satisfactory on this occasion!

antix80

Tippgirl74 wrote: »

Groupon's reply attached!!

I'm not surprised.

Look, say the hotel has 20 rooms.

It entered into a partnership with groupon to sell 5 of those rooms at a discounted price.

When business picked up, it asked groupon to only accept mid-week bookings on those 5 rooms.

The hotel became aware that groupon did not update the terms on the website and continued offering those 5 rooms at the weekend. The hotel could sell them for a better rate so they said "ya know what groupon, if you continue to sell those rooms we're not going to honour the booking."

2 days before the op was due to check in, the hotel received the booking details from groupon and they had sold one of the rooms that the hotel had not yet sold, but wasn't willing to accept the price groupon sold it for.

In my view, that mess was between the hotel and groupon - they were in partnership in a relationship the hotel usually benefits from. Why send the customer from pillar to post due to an internal process breaking down between the hotel and their partner, groupon?

Tippgirl74

antix80 wrote: »

I'm not surprised.

Look, say the hotel has 20 rooms.

It entered into a partnership with groupon to sell 5 of those rooms at a discounted price.

When business picked up, it asked groupon to only accept mid-week bookings on those 5 rooms.

The hotel became aware that groupon did not update the terms on the website and continued offering those 5 rooms at the weekend. The hotel could sell them for a better rate so they said "ya know what groupon, if you continue to sell those rooms we're not going to honour the booking."

2 days before the op was due to check in, the hotel received the booking details from groupon and they had sold one of the rooms that the hotel had not yet sold, but wasn't willing to accept the price groupon sold it for.

In my view, that mess was between the hotel and groupon - they were in partnership in a relationship the hotel usually benefits from. Why send the customer from pillar to post due to an internal process breaking down between the hotel and their partner, groupon?

It's just a guessing game now isn't it as to what happened!!?? I'm thinking we'll never find out. I absolutely agree with your last point.