UK hotel overcharged credit card, where to complain?
I recently stayed in a hotel in London UK, which charged a higher amount than agreed on during the booking on their own online website. They refuse to address the issue in any way. As a foreigner, is there an Ombudsman or some consumer association like the BBB where I can send a complaint to, or do I need to go to court? And if so, which one?
In case this matters, the reservation was made through the website of the hotel, and prepaid immediately by credit card, the charges were made 20 days ago. I am not in the UK, and probably won't be in the UK for another couple months at least.
Specifics: The hotel quoted a price A in non-GBP, yet charged a price B in GBP. Unlike websites like booking and expedia, neither did the hotel state a second price in GBP, nor did they have a disclaimer that the actual price may differ from the stated price A. I understand that some people on this forum agree with this practice, but in the UK (and many other countries) this happens to be illegal. The point of this question is not to discuss if the UK should change their laws, but to point out what a consumer should do in this situation.
Best Answer
Based on the details, the hotel didn't overcharge you at all. The hotel charged you the amount they stated (admittedly in GBP, but I suspect the amount that at standard rates is the same as in your chosen currency). Your card issuer charged you currency conversion costs (and possibly other fees). It's worth being very careful which cards you use abroad - some are great, some rip you off.
If the hotel also charged any kind of additional fees that they didn't mention, or treated you differently to how it was advertised, then you have two routes you can go. You can approach trading standards to report the false advertising etc. You will probably have to Google a bit for the trading standards department of the correct jurisdiction (they are local). They may choose to investigate your case and can take action against the hotel. This probably won't net you any reimbursement personally though. Also, if you booked through a third party website (e.g. hotels.com, expedia, etc) then it's not the hotel's fault. If you want the money back personally, then you could write them letters (record these!) asking for the money back. If they refuse (keep copies of all correspondence!) you can take them to the Small Claims court. The cost of representation as a foreigner is probably going to be more than you get back however.
Pictures about "UK hotel overcharged credit card, where to complain?"
How do I dispute a hotel charge on my credit card?
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In California, you can sue Hotels.com for a maximum of $10,000 if you are an individual. If you are a business suing Hotels.com, you can sue for a maximum of $5,000.How do I complain about a hotel UK?
To make a claim about your accommodation on holiday, take the following steps:What do I do if my card is overcharged?
Call the number on the back of your credit card, log in to your online account, or send a dispute letter to your credit card issuer. Sending copies of any receipts or documentation supporting your claim will help you resolve the issue quickly.How to WRITE OFF credit card DEBT (UK)
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