Dispute with a hotel fee

Hi,

I recently booking an apartment in Valencia through a website company based in Valencia. To cut a long story short, we paid on arrival but were shown room that we had not originally booked. We cancelled the booking, and based on the terms and conditions of the website company, we should have been entitled to a full refund as they offered rooms that we had not initially booked (different specification).

They have said that we are not entitled to a refund, and they are changing their story about the type of rooms we were initially shown. It alot of money - 1300euro and not a cent refunded. We didnt even stay in the apartments.

Is there a legal procedure here is spain that we can go though to put pressure on the company to refund us our money ?

Thanks for any advice

Hi. I would imagine that you would be entitled to a refund if you can prove what you claim, to be true, as otherwise it would be your word against theirs. As long as you have all the records of what happened with receipts, print outs etc. you should have a case. There are Consumer offices in Spain where you can find out about your legal rights and they should help you, but I have heard that they are not very effective. If you really want to find out how you stand there are lawyers around who will advise you, infact they give the consultation free and only charge you when they actually do work for you. Check out the web pages in your area to find one.

If you paid by credit card... speak with your credit card provider and make a claim through them for poor service and product... it will definately be a lot quicker and almost certainly more fruitful than going through the Spainish court system.

Barry