I'd like some advice on where I stand on this matter, please. It is really long, so I do apologise in advance for this. I just want to give as much information as possible.
A couple of months ago, I booked a room in a hostel in London through hostel bookers. I arrived, met my mother there, and then paid the full amount. I was not yet able to check-in as the room was not ready. I have a receipt stating that I have paid for one night's accommodation. I then went to visit some friends who live just outside London.
I returned to the hostel at about 8pm. The receptionist (a different one that I had met in the morning) informed me that I had cancelled the room. I told her that I hadn't, and showed her the receipt. She said she was sure that I had and the hostel was full. I asked her for help in finding another room. She shrugged her shoulders and said "you have a phone don't you? Look it up". She refused to contact a manager.
I will admit I was frustrated with her behaviour, so I went outside to calm down and when I returned, I insisted that she look up and get me a hostel. She went online, and showed me some hostels. She refused to call any of them but assured me that one hostel around the corner had beds.
It didn't. I called a few other hostels, bit nowhere had rooms. I decided to head to Victoria, which i know has a number of cheap hotels nearby. Not a single one had rooms. By this time, it was dark, and close to midnight. I had all my belongings with me, so I went to a hotel booking place at the station and they told me that the cheapest hotel was £500. In the end, i went to the airport and slept there.
The next day, I had to travel onwards, but my mother called the hotel. I was fully expecting them to apologise for the error, refund the money etc. Instead the manager (who I have never met) said that I was rude to her staff, and she believed them when they told her I had cancelled the room.
I have never been informed of what form this rude behaviour took, just know that I am rude. What I will admit is that when the receptionist informed me that the room was cancelled, I did get frustrated, exacerbated by her lack of concern, but as I said earlier, I went outside to calm down. I am not aware that I was being rude at any point.
After a month or so of travelling, I took up the matter myself. I received an email from the Regional Manager, this morning and I quote: "I have explained everything that needs to be explained, and I do not see why now, months later we receive the same complaint" adding that once again "we are not happy with your rude behaviour". This guy has never met me or had any contact with me until today! How can he be happy or sad with behaviour he has never encountered?
I am not sure what is happening. My complaint is that they cancelled the room without my consent, causing extra costs and stress. They respond by saying I am rude. Are they implying that they cancelled the room because I was rude? if so, I should have been told about it at some point. But then, this goes against what they are saying in that I cancelled the room myself.
As far as I am concerned, I paid for the room, left my luggage and showed up later in the day expecting to be checked in. This is not the behaviour of someone who believes they have cancelled their room. As I have said previously, I wasn't acting in any way rude, although I will admit the receptionist frustrated me, and I did have to insist that she try and find some alternative accommodation for me. I'm not sure why they are not addressing the issue. I am quite sure that someone at the hostel made an error, which does happen from time to time.
So, to the point :-) After a battle, they did refund the room fees. However, I feel that they should give something to cover the costs of me having to call other hostels, travel around London looking for somewhere to sleep, and something to address the inconvenience that I suffered. Would this be something that I could take to a small claims court? What is my legal situation in this case? Had the hostel apologised initially, I probably would not feel so strongly on this, and I am not sure if I am letting my emotions get in the way, or if I should be entitled to compensation for their error.
Thanks so much for reading.