App issue has left me out of pocket
Discussion
Not sure if this is the correct forum, but it seems a bit heavy for Holidays and Travel.
I'll try to keep it succinct:
- I booked a 5 night stay through a very well known accommodation/hosting app (we'll call it x for the purposes of this)
- The key was to be collected from a food kiosk in the station, accessed via a code
- My host sent me a 3 digit code
- After a delayed flight I arrived to pick up the key just before midnight. The code I needed was in fact 6 digits long
- The host was understandably not replying to messages to verify the code so late at night
- I had to book into a hotel for the night at a cost of around £95
- My host replied first thing in the morning. He did in fact send a 6 digit code but the app messaging system was only displaying 3 digits on my screen. He proved by sending a screenshot to me.
I can only presume that the problem has been caused by x blocking the exchange of phone numbers through their app (a 6 digit code perhaps mistakenly triggered this function), or that it is somehow a glitch with the auto-translation function.
I contacted x, who after a few days of investigation, have agreed to refund me around £20. I have no idea where this figure has come from but it's not even a quarter of what I paid for my hotel. To me the offer of a partial refund amounts to an admission of fault on their part. They are refusing to move this further. This has all been through a "Support Ambassador" via the messaging function on the app. I have asked to be connected to a complaints department as she seems unable to offer any more.
Anticipating a bit of a fight on my hands here, can anyone tell me what options, if any, I have to reclaim the full cost of the hotel? Or at least one night in the booked accommodation? Section 75 credit card claim? Small claims court? How do these things work with a massive multi-national company?
Thanks
I'll try to keep it succinct:
- I booked a 5 night stay through a very well known accommodation/hosting app (we'll call it x for the purposes of this)
- The key was to be collected from a food kiosk in the station, accessed via a code
- My host sent me a 3 digit code
- After a delayed flight I arrived to pick up the key just before midnight. The code I needed was in fact 6 digits long
- The host was understandably not replying to messages to verify the code so late at night
- I had to book into a hotel for the night at a cost of around £95
- My host replied first thing in the morning. He did in fact send a 6 digit code but the app messaging system was only displaying 3 digits on my screen. He proved by sending a screenshot to me.
I can only presume that the problem has been caused by x blocking the exchange of phone numbers through their app (a 6 digit code perhaps mistakenly triggered this function), or that it is somehow a glitch with the auto-translation function.
I contacted x, who after a few days of investigation, have agreed to refund me around £20. I have no idea where this figure has come from but it's not even a quarter of what I paid for my hotel. To me the offer of a partial refund amounts to an admission of fault on their part. They are refusing to move this further. This has all been through a "Support Ambassador" via the messaging function on the app. I have asked to be connected to a complaints department as she seems unable to offer any more.
Anticipating a bit of a fight on my hands here, can anyone tell me what options, if any, I have to reclaim the full cost of the hotel? Or at least one night in the booked accommodation? Section 75 credit card claim? Small claims court? How do these things work with a massive multi-national company?
Thanks
MustangGT said:
I cannot see where you can expect any refund at all from the renter. The proof he sent the full code is available, therefore you are unlikely to win with the CC, or at court. You may have a case against the app itself though.
Often the contract isn't with the renter anyway, it's with the service. They pay the owners.Thank you for the contributions.
Indeed, my grievance is not with the renter but the app.
I don’t see this as a life lesson, take it on the chin etc as 1) I’ve done nothing wrong; there is nothing to be learned or that I would have done differently and 2) while it is “only” £95-odd, the principle is intensely annoying.
I’ve had a final message from them today basically saying “we agree and recognise you’ve had a problem with the app, we’ve never seen this before but our policy is not to refund you and we’re closing the case”. They apparently have no complaints team to whom I can escalate further.
I’m now chasing it because I’m motivated to and it would feel like a little win in the face of this massive company with a stinking attitude who seemingly couldn’t give a s*** about it’s customers.
Credit card section 75 claim it is next by the sounds of it from here.
Indeed, my grievance is not with the renter but the app.
I don’t see this as a life lesson, take it on the chin etc as 1) I’ve done nothing wrong; there is nothing to be learned or that I would have done differently and 2) while it is “only” £95-odd, the principle is intensely annoying.
I’ve had a final message from them today basically saying “we agree and recognise you’ve had a problem with the app, we’ve never seen this before but our policy is not to refund you and we’re closing the case”. They apparently have no complaints team to whom I can escalate further.
I’m now chasing it because I’m motivated to and it would feel like a little win in the face of this massive company with a stinking attitude who seemingly couldn’t give a s*** about it’s customers.
Credit card section 75 claim it is next by the sounds of it from here.
blueovercream said:
Thank you for the contributions.
Indeed, my grievance is not with the renter but the app.
I don’t see this as a life lesson, take it on the chin etc as 1) I’ve done nothing wrong; there is nothing to be learned or that I would have done differently and 2) while it is “only” £95-odd, the principle is intensely annoying.
I’ve had a final message from them today basically saying “we agree and recognise you’ve had a problem with the app, we’ve never seen this before but our policy is not to refund you and we’re closing the case”. They apparently have no complaints team to whom I can escalate further.
I’m now chasing it because I’m motivated to and it would feel like a little win in the face of this massive company with a stinking attitude who seemingly couldn’t give a s*** about it’s customers.
Credit card section 75 claim it is next by the sounds of it from here.
Whilst I agree that it is annoying, I think you could find out that 'principles' can be very expensive in both time and money.Indeed, my grievance is not with the renter but the app.
I don’t see this as a life lesson, take it on the chin etc as 1) I’ve done nothing wrong; there is nothing to be learned or that I would have done differently and 2) while it is “only” £95-odd, the principle is intensely annoying.
I’ve had a final message from them today basically saying “we agree and recognise you’ve had a problem with the app, we’ve never seen this before but our policy is not to refund you and we’re closing the case”. They apparently have no complaints team to whom I can escalate further.
I’m now chasing it because I’m motivated to and it would feel like a little win in the face of this massive company with a stinking attitude who seemingly couldn’t give a s*** about it’s customers.
Credit card section 75 claim it is next by the sounds of it from here.
blueovercream said:
Not sure if this is the correct forum, but it seems a bit heavy for Holidays and Travel.
I'll try to keep it succinct:
- I booked a 5 night stay through a very well known accommodation/hosting app (we'll call it x for the purposes of this)
- The key was to be collected from a food kiosk in the station, accessed via a code
- My host sent me a 3 digit code
- After a delayed flight I arrived to pick up the key just before midnight. The code I needed was in fact 6 digits long
- The host was understandably not replying to messages to verify the code so late at night
- I had to book into a hotel for the night at a cost of around £95
- My host replied first thing in the morning. He did in fact send a 6 digit code but the app messaging system was only displaying 3 digits on my screen. He proved by sending a screenshot to me.
I can only presume that the problem has been caused by x blocking the exchange of phone numbers through their app (a 6 digit code perhaps mistakenly triggered this function), or that it is somehow a glitch with the auto-translation function.
I contacted x, who after a few days of investigation, have agreed to refund me around £20. I have no idea where this figure has come from but it's not even a quarter of what I paid for my hotel. To me the offer of a partial refund amounts to an admission of fault on their part. They are refusing to move this further. This has all been through a "Support Ambassador" via the messaging function on the app. I have asked to be connected to a complaints department as she seems unable to offer any more.
Anticipating a bit of a fight on my hands here, can anyone tell me what options, if any, I have to reclaim the full cost of the hotel? Or at least one night in the booked accommodation? Section 75 credit card claim? Small claims court? How do these things work with a massive multi-national company?
Thanks
I am guessing this is Air BnB.I'll try to keep it succinct:
- I booked a 5 night stay through a very well known accommodation/hosting app (we'll call it x for the purposes of this)
- The key was to be collected from a food kiosk in the station, accessed via a code
- My host sent me a 3 digit code
- After a delayed flight I arrived to pick up the key just before midnight. The code I needed was in fact 6 digits long
- The host was understandably not replying to messages to verify the code so late at night
- I had to book into a hotel for the night at a cost of around £95
- My host replied first thing in the morning. He did in fact send a 6 digit code but the app messaging system was only displaying 3 digits on my screen. He proved by sending a screenshot to me.
I can only presume that the problem has been caused by x blocking the exchange of phone numbers through their app (a 6 digit code perhaps mistakenly triggered this function), or that it is somehow a glitch with the auto-translation function.
I contacted x, who after a few days of investigation, have agreed to refund me around £20. I have no idea where this figure has come from but it's not even a quarter of what I paid for my hotel. To me the offer of a partial refund amounts to an admission of fault on their part. They are refusing to move this further. This has all been through a "Support Ambassador" via the messaging function on the app. I have asked to be connected to a complaints department as she seems unable to offer any more.
Anticipating a bit of a fight on my hands here, can anyone tell me what options, if any, I have to reclaim the full cost of the hotel? Or at least one night in the booked accommodation? Section 75 credit card claim? Small claims court? How do these things work with a massive multi-national company?
Thanks
We have a number of properties on their platform and I can confirm that, when something goes wrong, they are utterly useless to deal with. Their support staff appear to be self-employed people working from home, with little or no training. Usually you CAN get a resolution, but it takes a long time.
I'd stick in a S.75 for the balance.
PF62 said:
blueovercream said:
Credit card section 75 claim it is next by the sounds of it from here.
S75 probably won’t work due to the break in the debtor / creditor / supplier relationship - you didn’t pay the supplier with the card, but you paid x who handed the money over to the supplier.blueovercream said:
Not sure if this is the correct forum, but it seems a bit heavy for Holidays and Travel.
I'll try to keep it succinct:
- I booked a 5 night stay through a very well known accommodation/hosting app (we'll call it x for the purposes of this)
- The key was to be collected from a food kiosk in the station, accessed via a code
- My host sent me a 3 digit code
- After a delayed flight I arrived to pick up the key just before midnight. The code I needed was in fact 6 digits long
- The host was understandably not replying to messages to verify the code so late at night
- I had to book into a hotel for the night at a cost of around £95
- My host replied first thing in the morning. He did in fact send a 6 digit code but the app messaging system was only displaying 3 digits on my screen. He proved by sending a screenshot to me.
I can only presume that the problem has been caused by x blocking the exchange of phone numbers through their app (a 6 digit code perhaps mistakenly triggered this function), or that it is somehow a glitch with the auto-translation function.
I contacted x, who after a few days of investigation, have agreed to refund me around £20. I have no idea where this figure has come from but it's not even a quarter of what I paid for my hotel. To me the offer of a partial refund amounts to an admission of fault on their part. They are refusing to move this further. This has all been through a "Support Ambassador" via the messaging function on the app. I have asked to be connected to a complaints department as she seems unable to offer any more.
Anticipating a bit of a fight on my hands here, can anyone tell me what options, if any, I have to reclaim the full cost of the hotel? Or at least one night in the booked accommodation? Section 75 credit card claim? Small claims court? How do these things work with a massive multi-national company?
Thanks
Without prejudice offers are commonplace, and are specifically goodwill gestures rather than an admission of any guilt I'm afraid.I'll try to keep it succinct:
- I booked a 5 night stay through a very well known accommodation/hosting app (we'll call it x for the purposes of this)
- The key was to be collected from a food kiosk in the station, accessed via a code
- My host sent me a 3 digit code
- After a delayed flight I arrived to pick up the key just before midnight. The code I needed was in fact 6 digits long
- The host was understandably not replying to messages to verify the code so late at night
- I had to book into a hotel for the night at a cost of around £95
- My host replied first thing in the morning. He did in fact send a 6 digit code but the app messaging system was only displaying 3 digits on my screen. He proved by sending a screenshot to me.
I can only presume that the problem has been caused by x blocking the exchange of phone numbers through their app (a 6 digit code perhaps mistakenly triggered this function), or that it is somehow a glitch with the auto-translation function.
I contacted x, who after a few days of investigation, have agreed to refund me around £20. I have no idea where this figure has come from but it's not even a quarter of what I paid for my hotel. To me the offer of a partial refund amounts to an admission of fault on their part. They are refusing to move this further. This has all been through a "Support Ambassador" via the messaging function on the app. I have asked to be connected to a complaints department as she seems unable to offer any more.
Anticipating a bit of a fight on my hands here, can anyone tell me what options, if any, I have to reclaim the full cost of the hotel? Or at least one night in the booked accommodation? Section 75 credit card claim? Small claims court? How do these things work with a massive multi-national company?
Thanks
poo at Paul's said:
It’s 75 sovs. Tbh, I’d put it well and truly down to experience.
Fwiw I’d also be a bit suspicious of a 3 digit code to access anything vaguely important! It wouldn’t take too long to crack it if you think about it.
Although it wasn't actually a 3 digit code anyway, if it was, there'd be 1000 combinations so the sun would probably be rising by the time he'd cracked it!Fwiw I’d also be a bit suspicious of a 3 digit code to access anything vaguely important! It wouldn’t take too long to crack it if you think about it.
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