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(BBC)   Not even the sweet release of death can free you from hotel cancellation fees   (bbc.co.uk) divider line 90
    More: Sick, Rebecca Wagstaffe, travel insurance, trip advisor, hotels, business practices  
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8652 clicks; posted to Main » on 26 Jul 2013 at 2:21 PM (51 weeks ago)   |  Favorite    |   share:  Share on Twitter share via Email Share on Facebook   more»



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2013-07-26 02:24:05 PM
What about spelling errors?
 
2013-07-26 02:25:04 PM
Just move her mom in to the room fpr the period of the booking, and let the other guests know - problem solved
 
2013-07-26 02:29:34 PM
That sounds like a great hotel.

i39.tinypic.com
 
2013-07-26 02:32:38 PM
Fark's ongoing list of reasons why you don't have to follow the rules

(1) In the military
(2) Single mom
(3) Didn't read the HOA's CC&Rs
(4) Dead
 
2013-07-26 02:34:18 PM
If I'm reading TFA correctly, they cancelled *six weeks* in advance, and the hotel still says this is short notice and demands a cancellation fee because they couldn't rebook the room? I'm sorry, I don't care what the hotel's policy is, that's bullshiat. Exactly what has the hotel sunk into someone whose stay is six weeks out? I can't imagine that it would be anything more than the time to enter the reservation and then cancel it again. They won't have cleaned and prepared her room or taken care of any special requests that far in advance. So they're charging $1200 for crossing out her registration. Fark that hotel and everyone who says that's reasonable.
 
2013-07-26 02:35:19 PM

Watubi: Fark's ongoing list of reasons why you don't have to follow the rules

(1) In the military
(2) Single mom
(3) Didn't read the HOA's CC&Rs
(4) Dead


Well, what's wrong with 1 and 4? I mean, if command says "jump" what else are you supposed to do? And 4 sort of can't be helped.

The other two, though, that's their fault.
 
2013-07-26 02:35:52 PM

Watubi: Fark's ongoing list of reasons why you don't have to follow the rules

(1) In the military
(2) Single mom
(3) Didn't read the HOA's CC&Rs
(4) Dead


If I'm dead, I'll definitely not be following any of your rules.
 
2013-07-26 02:35:53 PM
If I'm reading TFA correctly, they have offered to blank out the fee as long as the heirs drop the matter, but for some reason the heirs are continuing the dispute. What else could be meant by a "full refund?"
 
2013-07-26 02:36:04 PM
Watubi: Fark's ongoing list of reasons why you don't have to follow the rules

Pretty much this. Death frees you from all obligations, but also takes away your right to own property. Your heirs get that, but only after your debts are paid.

The whole thing is sad, but the accounting is pretty straightforward.
 
2013-07-26 02:37:17 PM
Why did they wait a month after the reservation rather than, I dunno, inform her when she made the cancellation on the phone? Because they didn't book the room again?
 
2013-07-26 02:37:23 PM
Pardon me, exchange rate. They're charging almost $2,000 for crossing out her reservation.

"The cancellation in this matter was entirely beyond the hotel's control and yet you expect the hotel to bear the loss of £1,266.67 arising from the customer's decision not to follow the very sensible advice provided at the outset."

Can we have an itemized list of the expenses from which you arrived at that figure, please?
 
2013-07-26 02:38:48 PM

NightSteel: If I'm reading TFA correctly, they cancelled *six weeks* in advance, and the hotel still says this is short notice and demands a cancellation fee because they couldn't rebook the room? I'm sorry, I don't care what the hotel's policy is, that's bullshiat. Exactly what has the hotel sunk into someone whose stay is six weeks out? I can't imagine that it would be anything more than the time to enter the reservation and then cancel it again. They won't have cleaned and prepared her room or taken care of any special requests that far in advance. So they're charging $1200 for crossing out her registration. Fark that hotel and everyone who says that's reasonable.


^^^^^
This.

Most hotels have a 24 or 48 hour cancellation policy (which they make you aware of at the time of reservation).  This place is acting like a cruise ship line where the policy is: well fark you, that's why.
 
2013-07-26 02:39:25 PM
I could totally understand them not refunding the deposit.  Charging full price for a cancellation 6 weeks ahead of time though.... their site does warn they can do that, but most people would probably expect 6 weeks to be enough notice.  It's at least worth pointing out in the review, which apparently isn't what the hotel wants.
 
2013-07-26 02:40:26 PM
FTA:

The Devon hotel has offered to cancel the fee if she withdraws her complaint...

"Whilst the hotel is entirely sympathetic to the very sad circumstances surrounding this matter, the hotel can do nothing more than to offer a full refund and is very disappointed this has not been accepted."


ok... so... what the fark is this person's problem? or have i failed reading.
 
2013-07-26 02:42:42 PM
Have a bad day?  Fark you pay me
Have a fire?  Fark you pay me
Die?  Fark you pay me
 
2013-07-26 02:43:26 PM
Shoulda sent him in to dole out some well-deserved noogies...
www.slangstrong.com
 
2013-07-26 02:44:08 PM

Tommy Moo: If I'm reading TFA correctly, they have offered to blank out the fee as long as the heirs drop the matter, but for some reason the heirs are continuing the dispute. What else could be meant by a "full refund?"


They want a retraction of the negative post made on Trip Advisor.  Pretty sure Trip Advisor frowns on bribery to get reviews changed.

FTA:  "They wrote that they would cancel the demand and refund the £150 deposit dependent on her "withdrawing entries and complaints such as to (travel review website) Trip Advisor".


Seriously, this hotel is run by idiots.  One, for not simply refunding the deposit on 6 weeks notice.  Two, for making a bigger deal by escalating their claim and claiming the room was unbookable.
 
2013-07-26 02:44:10 PM
Your death or illness in the family is not the hotel's problem.  They exist to make money.  You agreed to pay them money to reserve and then rent you a room.  Which they did as agreed.

/I.e. [dude.jpg] "the hotel is not wrong, they're just an asshole".
 
2013-07-26 02:45:19 PM
Normally with stories like this, there's a whole bunch of outrage, then we find out that the customer farked up. It doesn't seem like it here...the family cancelled well over a month in advance, isn't that plenty of notice, despite what the fine print says? Plus, they're going after a dead woman's estate (unless the family removes their review from TripAdvisor), that's just awful.

Any Farkers who work for fancy-schmancy hotels want to chime in on this?
 
2013-07-26 02:45:49 PM

Tommy Moo: If I'm reading TFA correctly, they have offered to blank out the fee as long as the heirs drop the matter, but for some reason the heirs are continuing the dispute. What else could be meant by a "full refund?"


They want the heirs to remove the bad reviews on travel sites.  The heirs say they will not remove the reviews without an apology.

Really, if the woman doesn't have a positive estate value, then they have no motivation to do that.  It says the family gave this holiday to the mother.  The hotel isn't going to be able to claim the family's money for the mother's reservation.  If the mother had none of her own, which after a failed fight with cancer may be the case, they won't get anything, and I'd not feel particularly charitable about cleaning up their online reputation either.  Apparently the hotel is bothered enough by online review sites to refund the deposit, but not enough to say sorry for your loss.
 
2013-07-26 02:47:18 PM
Should have gone to the Bates Motel.
 
2013-07-26 02:47:21 PM

pute kisses like a man: ok... so... what the fark is this person's problem? or have i failed reading.


I think the issue is that the hotel front desk person responded poorly (and I think wanted to keep the 150 pound reservation fee) when the heirs first called to cancel.  The heirs then went to travel sites and slammed the hotel online.  The hotel said fine, we'll give you your money, just delete your complaints, which the family refuses to do until they get an apology.  The hotel's solicitors ought to be telling the hotel, just freaking apologize, give them the 150 back, and move on.

/at least that's what I got from the poorly written FA.
 
2013-07-26 02:47:34 PM
Since when is 6 weeks "short noticed". And I'm totally calling shenanigans on their claim they couldn't re-rent the room, really, you couldn't find anybody in 6 weeks during the middle of vacation season to stay at your popular tourist destination hotel.
 
2013-07-26 02:49:01 PM
You're dead? Fark you, pay me.

/ can't possibly be obscure
 
2013-07-26 02:50:15 PM
The U.K. business model is significantly different from the U.S.  You feel lucky to get out of your customer service experience with complete silence, a passive aggressive comment, or an eye roll from your "service" provider.

Most Brits seem to consider pleasantries between customer and service provider to be a uniquely fake and shallow American invention.  They can't contain their joy, however, when they don't have the service or item you've requested.  It's a country that prides itself on doing without and somehow the biggest martyr "wins".
 
2013-07-26 02:50:38 PM
Public shaming is the only way to resolve this.
Canceled 6 weeks ahead of time.
The hotel couldn't re-let, well that's not the woman's fault.
 
2013-07-26 02:51:02 PM

fawlty: pute kisses like a man: ok... so... what the fark is this person's problem? or have i failed reading.

I think the issue is that the hotel front desk person responded poorly (and I think wanted to keep the 150 pound reservation fee) when the heirs first called to cancel.  The heirs then went to travel sites and slammed the hotel online.  The hotel said fine, we'll give you your money, just delete your complaints, which the family refuses to do until they get an apology.  The hotel's solicitors ought to be telling the hotel, just freaking apologize, give them the 150 back, and move on.

/at least that's what I got from the poorly written FA.


It sounded like they were fine with the hotel keeping the £ 150, and the fight started when the hotel tried to charge the full price - £1,266.67 more - a month after the scheduled trip (which had been cancelled 6 weeks before that).
 
2013-07-26 02:52:54 PM

ErinPac: It sounded like they were fine with the hotel keeping the £ 150, and the fight started when the hotel tried to charge the full price - £1,266.67 more - a month after the scheduled trip (which had been cancelled 6 weeks before that).


I just couldn't tell.  Because the full-payment demand happened after the time to use the room passed, but it wasn't clear when the online complaint was made.
 
2013-07-26 02:54:22 PM
Wow, bad PR move for the hotel, asking her to remove complaints from sites like Trip Adviser.  Even if she does, the complaints on those sites will grow exponentially (the Internet can be a cruel bully).
 
2013-07-26 02:54:49 PM

fawlty: pute kisses like a man: ok... so... what the fark is this person's problem? or have i failed reading.

I think the issue is that the hotel front desk person responded poorly (and I think wanted to keep the 150 pound reservation fee) when the heirs first called to cancel.  The heirs then went to travel sites and slammed the hotel online.  The hotel said fine, we'll give you your money, just delete your complaints, which the family refuses to do until they get an apology.  The hotel's solicitors ought to be telling the hotel, just freaking apologize, give them the 150 back, and move on.

/at least that's what I got from the poorly written FA.


The hotel is also trying to collect a couple grand because they couldn't book the room. I think the family doesn't care about the deposit, it's that the hotel is going after the estate for the room fees that they cancelled 6 weeks in advance.
 
2013-07-26 02:55:57 PM
They booked a hotel for a dying woman, didn't read the cancellation policy KNOWING THEY HAD A 50-50 CHANCE OF CANCELLING, declined the insurance KNOWING THEY'RE BOOKING FOR A DYING PERSON then complain when they have fees to pay?

Sorry, no sympathy for the fees. Sympathy for the death, of course, but not for the fees.

Of course in America they'd bend over backward and pat their little heads and eat all costs, but that's an American thing. We suffer stupidity.
 
2013-07-26 02:56:23 PM

ErinPac: fawlty: pute kisses like a man: ok... so... what the fark is this person's problem? or have i failed reading.

I think the issue is that the hotel front desk person responded poorly (and I think wanted to keep the 150 pound reservation fee) when the heirs first called to cancel.  The heirs then went to travel sites and slammed the hotel online.  The hotel said fine, we'll give you your money, just delete your complaints, which the family refuses to do until they get an apology.  The hotel's solicitors ought to be telling the hotel, just freaking apologize, give them the 150 back, and move on.

/at least that's what I got from the poorly written FA.

It sounded like they were fine with the hotel keeping the £ 150, and the fight started when the hotel tried to charge the full price - £1,266.67 more - a month after the scheduled trip (which had been cancelled 6 weeks before that).


Yeah, that's what I got from it too:

The solicitors said: "The cancellation in this matter was entirely beyond the hotel's control and yet you expect the hotel to bear the loss of £1,266.67 arising from the customer's decision not to follow the very sensible advice provided at the outset."

and then

They wrote that they would cancel the demand and refund the £150 deposit dependent on her "withdrawing entries and complaints such as to (travel review website) Trip Advisor".

The demand was the 1,200+ pounds, the deposit was another matter altogether.
 
2013-07-26 02:58:49 PM
If they're going to charge £1200 for a cancellation, what is the point of the £150 deposit?

I can see forfeiting a deposit. I might even see having a deposit that essentially covers the entire cost of the room. I just don't see what a separate deposit means if you're going to have to pay the entire cost anyway, no matter what.
 
2013-07-26 02:59:02 PM
Insurance would not have covered pre-existing conditions
 
2013-07-26 02:59:48 PM

DontMakeMeComeBackThere: Wow, bad PR move for the hotel, asking her to remove complaints from sites like Trip Adviser.  Even if she does, the complaints on those sites will grow exponentially (the Internet can be a cruel bully).


arguably... it gets a lot of name recongnition and traffic.  most people who will berate the hotel aren't potential customers.  those with money will probably ignore the reviews and just check out the hotel.

/ the older i get, the more i think almost any publicity can be good.  it seems to work.  perhaps why the world sucks.
 
2013-07-26 03:00:39 PM

kenchie: Insurance would not have covered pre-existing conditions


don't know why this made me laugh, but i snortled.

/ here's a question, has anyone ever actually gotten travel insurance?
 
2013-07-26 03:01:31 PM
The hotel can not win this in any way.  Even if they can legally keep the deposit, they lose big time on the customer relations front.  A smart business would have refunded the deposit and eaten the insignificant monetary loss to the business.  I wonder how much business they will lose because of the bad image they are creating for themselves?
 
2013-07-26 03:02:04 PM
Did they mention the War?
 
2013-07-26 03:02:46 PM
I'd love to know if the room ended up being empty during the days they reserved, and whether the rest of the hotel was occupied at the same time - was there someone else who would have been paying for that room at the time, but was told there wasn't any available vacancy?
 
2013-07-26 03:06:16 PM

puddleonfire: Public shaming is the only way to resolve this.
Canceled 6 weeks ahead of time.
The hotel couldn't re-let, well that's not the woman's fault.


It's the hotel's fault that the woman died and is reneging on their contract.
 
2013-07-26 03:07:44 PM

lanabanabutt: They booked a hotel for a dying woman, didn't read the cancellation policy KNOWING THEY HAD A 50-50 CHANCE OF CANCELLING, declined the insurance KNOWING THEY'RE BOOKING FOR A DYING PERSON then complain when they have fees to pay?

Sorry, no sympathy for the fees. Sympathy for the death, of course, but not for the fees.

Of course in America they'd bend over backward and pat their little heads and eat all costs, but that's an American thing. We suffer stupidity.


They cancelled six weeks in advance, I don't think they had a problem with paying the cancellation fee, but had a big problem with the hotel charging them ~$3500 or so for a room that, again, they cancelled six weeks in advance.

The hotel did that because they could under their TOS. I'm sure they booked the room again. If they couldn't book the room at the height of holiday season, then the hotel sucks.
 
2013-07-26 03:13:00 PM

NightSteel: If I'm reading TFA correctly, they cancelled *six weeks* in advance, and the hotel still says this is short notice and demands a cancellation fee because they couldn't rebook the room? I'm sorry, I don't care what the hotel's policy is, that's bullshiat. Exactly what has the hotel sunk into someone whose stay is six weeks out? I can't imagine that it would be anything more than the time to enter the reservation and then cancel it again. They won't have cleaned and prepared her room or taken care of any special requests that far in advance. So they're charging $1200 for crossing out her registration. Fark that hotel and everyone who says that's reasonable.


I wholly endorse this statement, and came here to opine a similar reaction, but I can leave satisfied knowing that avenue has been addressed.
 
2013-07-26 03:14:54 PM
My first impression was that yeah her estate should pay the cancellation fee. Then I read that they cancelled 6 weeks in advance. Sorry but if you can't book a room in 6 weeks then you have much bigger problems with your business than putting the screws to the estates of dead people.
 
2013-07-26 03:16:12 PM

pute kisses like a man: kenchie: Insurance would not have covered pre-existing conditions

don't know why this made me laugh, but i snortled.

/ here's a question, has anyone ever actually gotten travel insurance?


You're welcome!
 
2013-07-26 03:17:49 PM
Isn't that what the deposit is for?  You cancel, we keep your deposit.  But that shouldn't make the customer responsible for the $1200 (or $2000) in room fees when you cancel 6 farking weeks in advance.
 
2013-07-26 03:19:35 PM
oi40.tinypic.com
 
2013-07-26 03:20:00 PM
They booked a vacation for a person who has cancer and decided not to get the trip insurance that would cover cancellations?
If this is the kind of place that people plan well in advance then maybe six weeks isn't enough for the hotel to re let the room. That doesn't matter if their TOS states without the trip insurance the customer is liable to pay if the room cannot be booked by someone else then that is the end of it.
The hotel even offered to refund everything if they'd just take off the bad ratings and they still aren't going with that?

Go for it ass-hats I hope they end up paying up.
 
2013-07-26 03:21:19 PM
If they're going to be this ridiculous, then they should be under a ridiculous burden to prove that they had no bookings for that week made in between that time.  Their full financial records should be accessible to the canceler's estate.
 
2013-07-26 03:21:27 PM

pute kisses like a man: here's a question, has anyone ever actually gotten travel insurance


I did, and the "pleasant people" refused to pay until I returned to the country they were in (essentially rendering it useless, I was stuck for 2 weeks with nothing in latin america). Its pointless, the worst kind of insurance.

My insurance now is a prepaid credit card in it with enough money to get home...

// Travels a LOT, currently in China, heading to europe next.
 
2013-07-26 03:24:10 PM

rusnoopy: The hotel even offered to refund everything if they'd just take off the bad ratings


Blackmail, they CLEARLY had no problem with the financial cost, they just want to alter online ratings.

You have no problem with that ? Do you think their inability to re-rent a room with 6 weeks advanced notice was realistic ?
 
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