Question about hotel chargeback

What would you do if a hotel had no running water?

[Jane_Doe]

I made reservations to stay at a hotel in a popular resort area a month in advance. During the time between when I made the reservation and we arrived for our stay their water system had several major problems. The health department told them hotel guests could not use the water to shower or drink. The hotel staff didn't call us before we arrived to let us know they didn't have any useable running water. They didn't say anything either when I called to confirm the reservation. We found out there was no potable water when we went to check in. They gave us bottled water to drink and but couldn't take showers or even wash our hands with the water they had as it was contaminated with bacteria.

The first night we were stuck because we arrived late and the other hotels for miles around were all filled. Then we lost part of our vacation day the next day trying to find another hotel to stay at.

The hotel gave us a discount on the room after I complained but it was not much compared to the hassles we had to go through and the dent it put in our vacation.

Is it too late to try to charge back more on the credit card? If not, then what is a reasonable percent to pay of the normal rate for not having any water except bottled water to use? If the problem with the water had just happened I'd be a little more understanding, but they had not had useable water for three weeks before we arrived so it was unethical of them not to notify us in advance of that issue.

[tomda]

If no running water, they should have inform you and close down their business... In some countries, it is totally forbidden to run an hotel or rent flats/houses without clean and heathly running water.

[Crush]

Being a hotel owner myself I would have done what the hotel did, give you a discount for the hassels. Looks like they had crap with the water but it was not their fault. Sometimes things happen beyond your control and if you decided to stay, you cannot expect them to give you the room for free. You could have cancelled and gone elsewhere without water problems. If they said they would charge you cancellations fees for this then you should do a charge back for the fees as the room would not be as descibed.

[Crush]

Actually, looking again if it really was contaminated with bacteria they should have warned you in advance and booked you in somewhere else. We would definitely make other arrangments if that was the case.

Being on the other side, sometimes people really exaggerate their "difficulties" because they are cheap asses and want to get money back after they have stayed for a week. They say nothing during the time they are there and suddenly when it is checkout they want a 50% refund. If they let us know what the prob is then we can do something about it. Worst customers in Europe for this are Americans, Isrealies and Poles.

Best customers ( who do not complain ;) are the British Isles, Scandinavians, spanish and Dutch. Sorry really off at a tangent there.

[JudgeJeffries]

It is without doubt a fundamental breach of the contract and in many countries you would be entitled to a full refund, damages for loss of enjoyment and other expenses. It matters not whose fault it is, you simply didn’t get what you paid for. Matters to consider are how you booked it, how you paid for it (credit card?), was it done through an agent etc. If it was part of a package holiday you may be able to claim the full cost including air fares etc. You may not need to claim against the hotel owner in a foreign country as the travel agent in your own country may also be liable and you can often sue in your own country. They should have contacted you in advance and given you the option of cancelling with a full refund. Its sharp practice and there is no doubt they know that.

[edited by: JudgeJeffries at 8:45 am (utc) on Sep. 11, 2006]

[lammert]

Jane_Doe,

You forgot to mention which country the hotel was located in. In many countries in the northern hemisphere it is normal to have running water in hotels, but in most countries I have visited it is not. As a traveller you should not expect every hotel and country have the same standard as you are used to at home.

But to be honest, my opinion is biased, I am from a country in Crush's best customers list ;)

[Jane_Doe]

You forgot to mention which country the hotel was located in.

In the U.S. near a National Park during the busy season so there were no other hotels we could drive to that same night that weren't already booked.

It matters not whose fault it is, you simply didn’t get what you paid for. Matters to consider are how you booked it, how you paid for it (credit card?)

We booked it on our own and paid with a credit card. They did tell us when we arrived about the water and we did stay there because we had no other choice. Everything else for miles was booked up as it was prime vacation time.

[edited by: Jane_Doe at 3:21 pm (utc) on Sep. 11, 2006]

[Jane_Doe]

sometimes people really exaggerate their "difficulties" because they are cheap asses

I'm not exaggerating - there was an extensive notice posted from the health department, and I kept a copy of it.

[LifeinAsia]

Since this was in the U.S., I'm surprised the hotel was able to remain open in their condition!

In addition to the discount for the night you did stay, the hotel should definitely refund the amount for the nights you didn't stay. If they refuse, and if it's been less than 3 months since the charge appeared on your statement, complain to your credit card.

[lammert]

In the U.S. near a National Park

Oops, I am surprised by this! I would have expected this kind of situation in Africa, Asia or Latin America, but certainly not in a tourist area in the US. Having no water to drink or shower is so exceptional that they should have mentioned it when you called them and a refund seems no more than logical to me.

[gamiziuk]

Was it only this hotel that had the water problem, or was it a problem with the "city's" water - which would have affected all the hotels in the area?

-----

Anyhow, speaking as a former hotel employee/manager, hotel guests usually win 99% of the credit card chargeback battles. The credit card companies always favor the customer over the merchant in a dispute. The only time I recall winning a chargeback battle was one time when a guest claimed "they never stayed" at the hotel. Fortunately, I had a photocopy of his ID and his signature on the registration card. (He had left the hotel without checking out - and not signing his credit slip.) The documents I had convinced the credit card company that the hotel charges were legitimate.

[mcavic]

In the US, I would say the hotel should have been closed, or should have given you a complete refund. It's unfortunate from the hotel's point of view if they're unable to do business for weeks or months, but that's a risk of being in business.

I've had two similar situations -- in New Mexico, I stopped at a medium-sized hotel and realized after checking in that the entire building smelled strongly of gasoline. I promptly checked out and received a full refund. I'm still curious today what the deal was.

Also once at one of the more upscale fast food restaurants in my home town, there was no water due to a line break. After I ordered, another customer asked how they were cleaning their utensils and such without water. They had no answer, and I cancelled my order for a refund. One of the employees was happy to give the number for the health department so that customers could complain.

[Jane_Doe]

Was it only this hotel that had the water problem, or was it a problem with the "city's" water - which would have affected all the hotels in the area?

The hotel wasn't near a city so they probably had their own well water and a septic tank.

According to the notice form the state water monitoring department, the hotel had their own "chlorine injection system" which wasn't working and had not been replaced, plus a prior a pipeline break which had been fixed but the new pipes were not disinfected prior to being installed.

So it was the only hotel we had reservations at that was impacted. I suspect the owners just didn't have enough money for proper repairs to the water system or enough cash reserves to be able to shut down the hotel during the peak tourist season. So instead they stayed open and ruined everyone else's vacation by not giving people advance notice and a chance to make alternative reservations prior to arrival in the area.

[edited by: Jane_Doe at 7:34 pm (utc) on Sep. 11, 2006]