Technology

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”.

Capture

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.

According to Skift, the Travel Industry Council of Hong Kong, where the company is based, said their agent licence expired on November 12.

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.

“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.

SEE WHAT PEOPLE ARE SAYING

Leave a Reply

Technology

Volkswagen acquires travel start-up

Despite it being a very turbulent time in the travel industry right now, the automotive giant has ventured on in.

Share

CommentComments

Aviation

Qantas hits back at allegations of “predatory behaviour” with Sydney-Orange route

by Christian Fleetwood

A war of words has taken off between Qantas and Rex. Read all about the verbal tit for tat here.

Share

CommentComments

Travel Agents

AFTA calls for more clarity and collaboration between businesses and government

With the border between NSW and Victoria now firmly shut, AFTA’s fresh-faced CEO is calling on the government to consult the sectors affected most.

Share

CommentComments

Hotels

IHG to refurbish and rebrand iconic Fijian hotel

InterContinental Hotels Group says “bula” to Fiji with the takeover of arguably its most iconic hotel.

Share

CommentComments

Aviation

Ryanair pilots under investigation for rubber chicken prank in cockpit

A video has surfaced of a pair of pilots messing around with a rubber chicken on what appears to be a commercial flight. One even seems to use the toy to operate the plane.

Share

CommentComments

Destinations

Trans-Tasman travel bubble could start with ‘safe’ Australian states, says Ardern

by Christian Fleetwood

In very welcome news, New Zealand’s PM says her government is willing to open the trans-Tasman travel ‘bubble’ to individual Australian states.

Share

CommentComments

Tourism

STUDY: Almost half of Aussies are planning a domestic getaway in 2020

Time to start putting together your clients’ dream domestic itineraries, because it appears they are ready and raring to get out there.

Share

CommentComments

Cruise

Cruise Wrap: Carnival and WTTC present COVID-19 scientific summit, earn bonus commission with Creative Cruising + MORE

Are your clients fanging to get back out to sea? Here’s all the latest releases, guidelines, incentives and sales from the cruise industry that you need to get them there.

Share

CommentComments

Destinations

DFAT travel advice warns Aussies may be at risk of “arbitrary detention” in China

While COVID-19 is stopping Aussies from going anywhere overseas, they now have even more reason to avoid China.

Share

CommentComments

Midweek Interview

Life in the time of COVID-19 with Club Med’s Tony Soden

This week, Club Med’s head of sales for Australia and New Zealand got our attention by sending us photos of himself posing in front of a well-stocked wine rack.

Share

CommentComments

Aviation

“Unacceptable”: Virgin Australia bondholders attempt to spoil Bain’s takeover deal

by Huntley Mitchell

Like a pesky fly you just can’t get rid of, Virgin’s bondholders are back again to try and derail the airline’s sale process.

Share

CommentComments

Destinations

ACT to close border to Victorians

by Christian Fleetwood

The news goes from bad to worse for Victorians, who are now being banned from travelling to the nation’s capital.

Share

CommentComments