Abode Manchester

A question about : Abode Manchester

Hello All

I was wondering if any of you had this issue before - I booked a meal and accommodation at abode manchester, sadly I had to cancel and I called the hotel on the 2nd February (as per my phone records) to cancel my booking. I was informed by the last on reception that the booking had been cancelled, on the 16th Feb I had Ј371 removed from my account for the booking. I phoned the manager who basically said he would not offer me a refund as they have no proof that I phoned. The conclusion was that as my records were not accessed on that date and because I did not receive a cancellation number as per the policy (which I was not aware of). He said he would offer me a standard room and breakfast as a gesture of good will (with the possibility of an upgrade should one be available on the night we request) and that offer would be open for 12 months- this is Ј128 a loss to me of Ј243.

Is there anything else I can do and does this seem fair

Many thanks for reading and any help would be much appreciated

Best answers:

• If you have the phone record, stand your ground, and write a polite letter to the manager explaining you did call and you would like a refund of what is presumably the no show charge. It is quite possible the receptionist meant to do it and forgot.
• Thank you for this- sadly I sent them an e-mail with a photograph of the call attached- they said the content of the call could not be verified therefore it was not a cancellation it could have as easily been a call to confirm check in times for example
• That is outrageous. On the balance of probabilities, your story stacks up and you have a record of it. Never known a hotelier be so adamant. I would do a letter before action.
• Ha ha I know I am a bit shocked but don't know what action I can take as he has said take or leave the offer, I suppose write a negative review but apart from that I don't know what options I have.
• Did you get a name when you cancelled?
• I would email the Head Office or better still the CEO your phone record call attachement and complaint. The email format for the group the hotel belongs to seems to be the persons firstname and surname @ brownsworldhotels.co.uk
  https://www.hotelspeconline.com/hotelgroups/detail/3931/abode-hotels
  https://www.brownswordhotels.co.uk/contact
  If you do not get a favourable reply, as others have said just send a letter before action. Although a lot fof money for you to loose, from a financial point of view most large orgainisations will look at the cost of travel to your local court, ovenight accomodation maybe, legal advice and paying a company person to attend a court, it is often more cost effective just to agree to refund. For the cost of a recorded delivery stamp and filling in a template letter and printing it out, it is worth doing.