Race fans’ happy finish
A PALS’ trip to Ascot races led to their own frantic chase as they looked for a place to stay after the accommodation they had booked was cancelled at short notice.
It has all come right now for Christopher Garrett and his mates but the runaround they had wasn’t good, they told Crusader.
Knowing how busy places to stay become during Royal Ascot week, the group had reserved back in November last year for their June visit, choosing an apartment in nearby Reading for three nights that they found through Hotels.com.
“We paid in full in advance and I supplied identity proof for the owner who warned me we would get an email explaining check-in details as there was no one on the front desk at lunchtime,” said Christopher.
“Just before we arrived the email came through but to say our stay had been cancelled, with no explanation.”
Their race meeting tickets cost £668 and their train tickets £200. “The last thing we wanted to do was go home,” he added. “But we knew places were in short supply so we were straight on the phone to the agency. Loads of calls but no joy. Reading and the surrounding area were chock-a-block that first night.”
As the clock ticked past 10pm, to avoid being stranded the group hopped on a late-night train to Paddington, thinking they would stand a better chance of finding something in west London.
They tried more than 10 B&Bs and hotels but there was no room at any inn. “It was damp and chilly. One of my friends is in his 70s and was feeling it so in the early hours we took refuge in a 24-hour McDonald’s. We’ll always be grateful for the warmth and welcome there,” said Christopher.
The following morning the group did find accommodation, got to the races and Hotels.com refunded their payment in full with £25 each more in vouchers.
Those however have unfortunately “added to our upset by not recognising what we really lost. The extra rail and taxi fares cost £194, aside from the inconvenience,” said Christopher.
After Crusader asked Hotels.com to look again at the matter, it responded promptly and fairly.
“Thanks for bringing this to our attention,” it said in a statement. “We’ve followed up with the customer and refunded their out-of-pocket expenses and provided another £100 voucher as a gift of goodwill.
“We have processes in place to find alternative accommodation on the rare occasion that one of our partners is unable to keep a booking, unfortunately these did not work as intended.”
“We’re absolutely delighted, we can’t thank you enough,” said Christopher.