Parents declined hotel check-in for not having a card...
Discussion
Well...not much I can really say apart from being absolutely gutted for my elderly parents which has left me with a strong bitter taste, today.
It all began a few weeks ago when my parents arranged a trip using one of those online booking agencies which would eventually see them heading up to Cumbria for a long awaited short week break.
Over the phone, all the booking details went to plan as normal apart from both my parents being credit cardless - Never being a problem before as I'm more than willing to give my card details to secure the booking as I've done this on a number of occasions to help them with the same company.
Everything was processed over the phone with no drama.
Monday arrived after spending nearly 3 hours of travelling. They arrived at check-in only to be asked for a credit/debit card by the receptionist. My father with cash in-hand explained to the receptionist that all was explained with the agency and that his son (me) has already given the card details, and that he never had any problems before by paying cash... "No" was her answer, and that she needed a credit/debit card to process their check-in. My father spent several minutes trying to reason with her only to leave through the way they came in, and then back home.
A quick call to the booking agency was made immediately on their arrival to explain their experience, and to also mentioned they hadn't cancelled. The agency explained they would look into it.
Today came and the agency 'finally' made contact
. They mentioned that there was nothing they could do and that the cancelation fee of £71 would be taken (even though my parents never cancelled).
I do apologise to go on with my poorly worded rant. They looked really dissapointed today, and I'm just frustrated and sorry for them since it seems my two elderly parents have being robbed of their holiday and money by both parties.
It all began a few weeks ago when my parents arranged a trip using one of those online booking agencies which would eventually see them heading up to Cumbria for a long awaited short week break.
Over the phone, all the booking details went to plan as normal apart from both my parents being credit cardless - Never being a problem before as I'm more than willing to give my card details to secure the booking as I've done this on a number of occasions to help them with the same company.
Everything was processed over the phone with no drama.
Monday arrived after spending nearly 3 hours of travelling. They arrived at check-in only to be asked for a credit/debit card by the receptionist. My father with cash in-hand explained to the receptionist that all was explained with the agency and that his son (me) has already given the card details, and that he never had any problems before by paying cash... "No" was her answer, and that she needed a credit/debit card to process their check-in. My father spent several minutes trying to reason with her only to leave through the way they came in, and then back home.
A quick call to the booking agency was made immediately on their arrival to explain their experience, and to also mentioned they hadn't cancelled. The agency explained they would look into it.
Today came and the agency 'finally' made contact
. They mentioned that there was nothing they could do and that the cancelation fee of £71 would be taken (even though my parents never cancelled).I do apologise to go on with my poorly worded rant. They looked really dissapointed today, and I'm just frustrated and sorry for them since it seems my two elderly parents have being robbed of their holiday and money by both parties.
Not great behaviour - but are you seriously saying that neither parent has either a credit or debit card? What bank account doesn't provide a debit card?
Anyway more constructively I very rarely provide a credit card to hotels when travelling on business. I just tell them I won't be using any services beyond what my work is covering and that's that.
But don't accept the taking of that cancellation fee. If the company has a Twitter account get onto them on there - shame them into behaving appropriately.
Anyway more constructively I very rarely provide a credit card to hotels when travelling on business. I just tell them I won't be using any services beyond what my work is covering and that's that.
But don't accept the taking of that cancellation fee. If the company has a Twitter account get onto them on there - shame them into behaving appropriately.
simoid said:
Tell your credit card company?
The money has already gone from my account. Would'nt be sure if they can do anything now.Spitfire2 said:
Not great behaviour - but are you seriously saying that neither parent has either a credit or debit card? What bank account doesn't provide a debit card?
Anyway more constructively I very rarely provide a credit card to hotels when travelling on business. I just tell them I won't be using any services beyond what my work is covering and that's that.
But don't accept the taking of that cancellation fee. If the company has a Twitter account get onto them on there - shame them into behaving appropriately.
Neither parents have cards. Don't want to say too much but my father was a bit credit happy many, many moons ago.Anyway more constructively I very rarely provide a credit card to hotels when travelling on business. I just tell them I won't be using any services beyond what my work is covering and that's that.
But don't accept the taking of that cancellation fee. If the company has a Twitter account get onto them on there - shame them into behaving appropriately.
I think the card issue could do with a kind of deposit. If that was the case, then why couldn't the agency have provided it for them since they already have the details? Also, surely a bit of common sense and discretion by the hotel staff should be involved when booking a 70+ yr old and one in the very late 60's?...
They were even happy to pay cash as a full deposit if that were the case!
I'm pretty sure my old man is compiling a strong worded review for both parties on their Twitter, Facebook, Google, Tripadvisor etc. - He's much better at that than me
Thanks for the replies.
Edited by Otter Smacker on Saturday 1st October 00:09
Credit card swipes like that when arriving at the hotel are used as an identity check as much as they are actually used to pay for the room. A tad inflexible but as with most things today people assume everyone has everything like employers asking for passports when you start work to verify your nationality when its not a legal requirement to have a passport etc.
Not a great experience for your parents though and I definitely would be taking up the cancelation charge with the credit card company you used.
Not a great experience for your parents though and I definitely would be taking up the cancelation charge with the credit card company you used.
craigjm said:
Credit card swipes like that when arriving at the hotel are used as an identity check as much as they are actually used to pay for the room. A tad inflexible but as with most things today people assume everyone has everything like employers asking for passports when you start work to verify your nationality when its not a legal requirement to have a passport etc.
Not a great experience for your parents though and I definitely would be taking up the cancelation charge with the credit card company you used.
They presume with what they discussed and the details given to the agency when booking would just be left at that - Never before had they any past issues when visiting hotels using this method.Not a great experience for your parents though and I definitely would be taking up the cancelation charge with the credit card company you used.
I'll speak with the bank tomorrow.
Many thanks
The obvious(?) is that they wanted a pre-authorisation in case any extra spends were made. st from your parent's point of view, but from the hotel's side they don't want randoms (which is what they are) abusing the mini-bar and room service and the laundry and blah blah blah. Whoever's doing the check-in is unlikely to have any leeway on that.
t from your parent's point of view, but from the hotel's side they don't want randoms (which is what they are) abusing the mini-bar and room service and the laundry and blah blah blah. Whoever's doing the check-in is unlikely to have any leeway on that.Get a pre pay card. Off topic but I heard the other day of an old boy trying to take a few grand cash from his account from the bank he had been with for at least a generation. No photo ID so no withdrawl, he apparently had an out of date passport and hadn't updated his driving license.
The Spruce goose said:
I have to admit I have read the T&C of a lot of hotels and they ask for a card as deposit, so if they are there in fairness they haven't done anything wrong. they should have just rang a b&b and booked it as they would take cash.
also why didn't they try somewhere else?
My father doesn't have a lot of patience when it comes to situations like these. When he returned home, he gave me the full cost of the Hotel for the week should they of charged my card - His return home could of being spurred on by the thought he may end up having to pay double in accomadation if he went to another Hotel.also why didn't they try somewhere else?
toastybase said:
I'd have cancelled, driven to the nearest town phonebox and booked a room over the phone
You still need to present a cc at check in.It's fairly common knowledge that hotels and car hire requires a cc physically presented at check in/collection even if you have pre-paid
Edited by audidoody on Saturday 1st October 17:59
I stay in hotels on average 3 nights a week, UK & Europe - and I'd say it's mixed 50/50 if a hotel wants a card swipe or not. Those with a stocked mini-bar tend to want to for obvious reasons, but many other 3 & 4* hotels don't need them when arriving; nor do the UK based ones do an ID check - merely asking for a signature...
But yes, my advice would be to have a pre-pay card for such emergencies, but also fully pre-pay the hotel in advance online.
But yes, my advice would be to have a pre-pay card for such emergencies, but also fully pre-pay the hotel in advance online.
you would have thought they (the hotel) would have seen this situation before.
Perhaps a £50 room deposit might have been sufficient against extra incurred costs. Or a phone call to the card holder to confirm the arrangement.
Seems remarkable inflexible, and the cancellation charge is just taking the piss.
Get on to your card provider and dispute the charge.
Perhaps a £50 room deposit might have been sufficient against extra incurred costs. Or a phone call to the card holder to confirm the arrangement.
Seems remarkable inflexible, and the cancellation charge is just taking the piss.
Get on to your card provider and dispute the charge.
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