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Any recourse for cancelled booking?

San Diego...
2 posts
1 review
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Any recourse for cancelled booking?

My booking over the Christmas holiday was just cancelled due to repairs needing to be done to the building. This is sudden and unexpected. We have (luckily?) been offered an alternate rental that is nowhere near as nice as the one we had. We have no choice but to accept this suite. We were not offered any compensation or anything. What should we ask for/expect. We booked many months ago and are extremely upset about the very basic accommodation choice we now have.

Obviously there is nothing else available anywhere given our dates which we have no flexibility with.

11 replies to this topic
South Pacific
Destination Expert
for Hobart, Tasmania
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28,508 posts
75 reviews
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1. Re: Any recourse for cancelled booking?

Under Australian consumer law, you are not required to accept an offered alternative. You can ask for a refund. If that's what you want to do, contact them and say that the offered replacement is not acceptable (you do not need to give reasons) and you want a refund.

Their published cancellation and refund policy is not relevant if the cancellation is caused by them.

Canberra, Australia
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7,519 posts
2 reviews
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2. Re: Any recourse for cancelled booking?

You probably have little chance.

You could say you have reported this to "Fair Trading"

I doubt it will do you much good as there will say the property could not be used and they have offered something else.

You might have some chance if it was a 5 Star hotel and now you are in 3 Star or you can prove that the nightly rate between the properties was different.

Normally , and you should expect they would put in something like a dinner voucher or something.

Good Luck

Sydney, Australia
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10,119 posts
32 reviews
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3. Re: Any recourse for cancelled booking?

If the alternative accommodation is not to the same standard you had booked then surely you should be offered a discount/refund.

I would go back to HI management - don't be rolled by the first contact point (and tell them you are coming from overseas).

The real problem is this is peak holiday season (and you are coming from overseas) so alternative dates are not really feasible

Hervey Bay...
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570 posts
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4. Re: Any recourse for cancelled booking?

Unfortunately there was significant damage done to the Whitsunday region with cyclone Debbie earlier this year.

Repairs have been extensive, and in some cases entire resorts have needed to be rebuilt.

I am sure the property has done all it can to complete renovations in time (after all, they will be losing significant revenue over the holiday period). Weather and logistical issues can send best efforts awry.

Unfortunately this is not as out of the blue as it appears, as this has been happening a lot over the past months.

As has been mentioned you are entitled to a refund if you wish, if you can find alternate accommodation elsewhere during this peak season. Otherwise there is not much you can do ... at least you have an alternative, albeit not the same standard. (You would probably be better if they said there was no alternative accommodation available as then you could claim changed travel plans on travel insurance).

Hopefully they offer you some free inclusions for the inconvenience.

At least you have a bed in a fantastic destination, at a fantastic time of year. Use the saved funds to splurge on a treat elsewhere during your holidays.

South Pacific
Destination Expert
for Hobart, Tasmania
Level Contributor
28,508 posts
75 reviews
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5. Re: Any recourse for cancelled booking?

Here is the relevant reference: https:/…repair-replace-refund

The salient sentence: "For a major problem with a service, you can choose to receive compensation for the drop in value below the price paid, or a refund."

sydney
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320 posts
2 reviews
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6. Re: Any recourse for cancelled booking?

What resort was this?

San Diego...
2 posts
1 review
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7. Re: Any recourse for cancelled booking?

Hamilton Island - Shorelines

Sydney, Australia
Destination Expert
for Sydney, Uluru-Kata Tjuta National Park, Airlie Beach, Whitsunday Islands
Level Contributor
19,838 posts
200 reviews
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8. Re: Any recourse for cancelled booking?

Shorelines are private rentals so your choices will be limited by the properties that particular agent uses. Try other agents/providers

The fact repairs are not done is not sudden nor unexpected as the cyclone has had a major impact on the area and there are insufficient trades people and supplies to meet demand. As an FYI repairs to Hayman have not yet even begun so anyone thinking of planning for next year be very aware. (I know this doesn't help you)

Washington DC...
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15,090 posts
312 reviews
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9. Re: Any recourse for cancelled booking?

Can you find a price for the substitute accommodation? Print out web pages or whatever you can find. Tell them you expect the difference to be refunded. Do this in writing citing the Fair Trading noted above. Get their response in wtiting. If they refuse use this paper trail including their cancellation notice to dispute the credit card charge as not receiving what you paid for. You should at least get the card to chargeback the difference.

Sydney, Australia
Destination Expert
for Sydney, Uluru-Kata Tjuta National Park, Airlie Beach, Whitsunday Islands
Level Contributor
19,838 posts
200 reviews
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10. Re: Any recourse for cancelled booking?

OP isn’t going to be able to get a price for the date because it’s already now booked

Prices are fluid based on demand. Just because the s com isn’t as nice/appealing doesn’t mean the current asking price is less especially if shorelines was booked pre cyclone when there was a lot more choice of accom. Supply and demand

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