Online booking site cancels thousands of trips without refunding travellers
Online booking site HotelQuickly (HQ) has abruptly cancelled thousands of reservations without providing refunds except in the form of credit vouchers.
The website, which was a booking option of TripAdvisor and Trivago, informed thousands of customers via email that their trips had been cancelled and posted a statement to their Facebook page claiming there was an issue with their “main hotel supplier”.
The booking site apologised for the inconvenience to customers but said they were only able to provide refunds in the form of a credit voucher.
“We fully understand how disappointing this situation is and we are working very hard to come up with a manageable solution,” HotelQuickly said on Facebook.
“However, at the moment and until a solution is in place, we can only offer you a refund in the form of a credit voucher for the value of your original booking that you can use for a future reservation.”
The post also advises customers to contact their support team at support@hotelquickly.com if they have been affected.
https://twitter.com/SarsAttack3000/status/1072260918707408896
According to Skift, the Travel Industry Council of Hong Kong, where the company is based, said their agent licence expired on November 12.
https://twitter.com/NoloyisoKondile/status/1074906210430828544
But CEO of HQ’s parent company Jérôme Clé has stuck to the “main supplier” line.
“This had nothing to do with the financial situation of the company,” Clé told Skift.
“But while multiplying the revenue by 5 times this year, compared to last year. The company did suffer huge losses since the beginning of this year with one of their main supplier, and it took them 8 months to get to the table and negotiate the losses and the damages.
“HQ spent an enormous amount of money and energy to build its brand but couldn’t work anymore with this supplier until all issues were dealt with.”
Clé said the supplier abruptly put pressure on HotelQuickly to terminate their relationship during negotiations.
TripAdvisor has since taken HotelQuickly off its site.
@trivago thank you for your amazing service in linking us to #HotelQuickly we are hundreds of pounds out of pocket as you have partnered with scammers. Hotel cancelled within days of the trip, no refund, no correspondence. I appreciate your help in making this happen #pissed
— Rob Murray (@Robsmurray) December 14, 2018
“TripAdvisor works hard to ensure all suppliers displayed on our price comparison tool comply with our policies,” a spokesperson told News.com.
“Whenever we become aware that an accommodation supplier or online travel agent is no longer able to honour bookings or offer adequate customer support, we are prepared to take swift action to remove their prices from our site.
“In this case, we became aware of customer issues affecting HotelQuickly in the first week of December and took immediate action to suspend the company from our platform.”
TripAdvisor also informed affected customers to do the following:
“Locate your confirmation email and HotelQuickly booking reference number.
“If a payment was already processed on your booking, please contact your Credit Card provider to dispute the charge from HotelQuickly letting the credit card company know you believe the booking has not or will not be fulfilled.
“If a payment has not yet been charged to your account, please contact your Bank or Credit Card provider to ensure any future payment is blocked.
“Check your travel insurance documentation to see if you may be eligible for compensation.
“Look for alternative accommodation as soon as possible.”
Travel Weekly has reached out to HQ for comment but is yet to receive a reply.
Email the Travel Weekly team at traveldesk@travelweekly.com.au
cancellations hotelsquickly online booking siteLatest News
Australia fails to make top 10 destination list for American travellers
Australia's top cities have failed to make the grade with American travellers this northern summer, with no local city in the top.
APT Launches 2025 Asia Adventures
APT has launched its Asia Adventures for 2025, including new luxury holidays in India, Sri Lanka and Japan. Five new tours lead guests to the highlights of India, including a seven-night cruise along the rarely travelled Lower Ganges aboard the Ganges Voyager. Further south, Sri Lanka’s greatest destinations are revealed on a new 15-day Land […]
ANZAC Battlefield travel on the 2025 bucketlist
As Anzac Day dawns, agents prepare for a surge in bookings for the 110th anniversary of the Anzac Cove landings.
Former Channel 9 Getaway host and founder of TRIBE Jules Lund to speak at Travel DAZE
From blond-tipped travel reporter to Travel DAZE speaker, Jules Lund cuts through the BS.
HX’s Roald Amundsen finds aliens in the Antarctic
Forget whales, HX's MS Roald Amundsen captures aliens in the Antarctic - and they're not pretty.
Mayhem in France as 70% of flights face cancellation
I mean it wouldn't be France if there wasn't at least one strike.
Etihad Airways launches double-decker service with world’s only in-air three-room suite
We imagine falling asleep in the three-room suite is superior to falling asleep on your neighbour's shoulder.
Norwegian Cruise Line launches 2024 Europe travel season
Europe certainly has a lot of ports. Its time for Australia to up its game.
“The power of travel for positive change” – Intrepid’s Jenny Gray hails controversial all-women Saudi Arabia trip
There is an awful lot to love about this tour from Intrepid. Where do we sign up?
Princess names the Sun, unveils Sanctuary Collection + Star Princess to Alaska in ’26
A huge bottle of Veuve was smashed into the side of the ship to make things official. So no, we couldn't snag a glass.
Collette special offers across peak northern summer season
If you are craving a trip to Europe then grab this deal with both of your grubby hands.
Air India and All Nippon codeshare between the two countries
Here at TW we agreed that the photo would have worked better if they had swapped planes.
A&K offers minimum 18 weeks paid parental leave
Contrary to what the photo suggests this benefit is only applicable for humans. Back to work Mrs Jumbo.
NH Hotel Group rebrands as Minor Hotels Europe & Americas
Hang around the bends of the hotels. We imagine they will be full of a lot of branded content.
Scenic Eclipse II – the business of creating unforgettable life-changing memories
These cruise brothers from another mother offer a view of cruising on Scenic Eclipse II that is poles apart.
MSC builds new hospital ship with Mercy Ships
If you want to read a story that puts a smile on your face then this is the one for you.
“I peed on myself watching this” – Social media users squirm at Royal Caribbean’s Harmony of The Seas 55ft dive video
TW is not responsible for any involuntary actions your body might have after watching this video.
FLIGHT REVIEW: Qantas Boeing 787 Dreamliner business class
The real bonus is you're unlikely to be around screaming children. Hoorah!
Traveltek offers travel agents new rapid deploy cruise website
As always, if you have any issue with the platform, just turn it off and on again.
Experience whale watching & classical music at the Australian Festival of Chamber Music in Townsville
Disappointedly, the whales do not start singing in tune with the orchestra. Opportunity missed.
Fond, very Fond. London hotel famed for James Bond link adds ‘Classic Comforts’ lunch menu
James Bond author Ian Fleming was so fond if this hotel, it inspired the legendary phrase ‘shaken, not stirred’.
What sets Eclipse Travel apart with Africa expert Hilary Dubyk: Travel Weekly TV
If you want to know more about Africa, then Hilary Dubyk is your person.
Surge in Australians visiting Japan
Feel like all of your friends have just returned from Europe? Now it's Japan.
Seabourn announces Western Kimberley Traditional Owners as Godparents of Seabourn Pursuit
Seabourn has named Western Kimberley Traditional Owners, the Wunambal Gaambera, as Godparents of the ultra-luxury purpose-built Seabourn Pursuit. It is the first cruise line to appoint Traditional Owners as godparents of a ship. Seabourn Pursuit embarks on its inaugural season in the Kimberley region this June. The naming ceremony will take place on Seabourn Pursuit’s […]
Sydney named 17th best place to work remotely
If you struggle to get a seat within Sydney's coffee shops, you now know why.
W Melbourne grows sales team
We appreciate the thought that has gone into this team photo.
Cunard welcomes new ship Queen Anne
This might be the most impressive ship handover in ship handover history.
Intrepid Travel appoints Yvette Thompson as general manager sales & marketing ANZ
It isn't end-of-day Monday and Yvette Thompson has already nabbed herself an impressive promotion.
Anna Fawcett re-joins Global Touring in newly-created APAC role
With such an impressive CV, Global Touring is no doubt thrilled to have Fawcett back.
“We know our response has been far from perfect” – Emirates’ open letter following Dubai flooding
If you also need to write an apology letter, then this is a pretty good template.
Malolo Island Resort opens brand new Spa
Fiji’s Malolo Island has added another string to its bow – opening its $1.3 million day spa on Thursday, 18th April 2024. (Lead Image: matriarch Rosie Whitton with spa staff) Located at the edge of the resort’s luscious patch of tropical rainforest, the new “Leilani’s Spa” adds another level of elevated experiences to Malolo’s already […]
Virgin Australia’s HILARIOUS second instalment of the ‘Bring on Wonderful’ campaign
We don't use the word 'hilarious' lightly, but this is worthy of the title.
Visit Sunshine Coast reveals new brand identity
If you were looking for another reason to visit the Sunshine Coast then this is it.
Sofitel launches brand campaign starring Sex Education’s Gillian Anderson
We can confirm the content of this video is less spicy than Sex Education.
Holland America Line gives agents the chance to visit Alaska on 11-day Famil
If you've ever wanted to see a Polar Bear (and who doesn't?), now is your time.
More than 65 luxury agents gather in Sydney for Best of the Best dinner
This looks like a fabulous do. We imagine there may be a few (or maybe 65) sore heads this morning!