Overbooked at Dolphin

[aaronandterri]

My hubby is on solo trip with our eldest son and was booked into the dolphin for part of his trip , (through dreams), when he arrived last night (late as he had been delayed at gatwick),he waited a while and was then told he had been overbooked (this was booked ages ago) and that he was being moved, they eventually moved him to Colorado springs and said hed be getting some refund as a cheque....?

what should we be doing here , is it dreams or dolphin and swan we sould contact...? how do things like this happen?...surely they can count and know how many rooms they have!
Also i think well have probelms with a cheque being in the uk and it being in dollars can we ask for a refund the way we paid on our card, or cash....?
again whos responsbiliyt is it, dreams as we booked through them or Swan and dolphin??
My son is Autistic and this was a major headache for my husband as you can imagne.......

He was so tired and hungry last night he didnt have time to stand and agure the toss with them but we want this addressed.....any ideas.?

 

[Elise79]

I think with Dreams you pay money direct to Swan & Dolphin however they are here to help you - can you try calling them? Number is on the website once you have logged into your reservation.

I think you would be within your rights to ask for the refund in your preferred method as they were the ones moving you.

Good luck

 

[aaronandterri]

i did email dreams but have had no reply yet.......

 

[disneyholic family]

do you mean coronado springs?

if so, the coronado springs is nowhere on the same level as the dolphin!!

and even if the rooms were the same, which they're not, in the dolphin you're in the same building - all in one building..while at the coronado springs, the rooms are in separate buildings from the main building....

that's really outrageous!!!!!

the two are simply not equivalent at all..

 

[aaronandterri]

Yep coronado springs....

Thats excatly what i thought, isnt that a moderate(?), although a very nice hotel apparently according to hubby, but just a little annoyed, all dolphin told him was that hed get a cheque for some of the refund, no figure nothing, plus as were in the uk a cheque isnt going to help as it will cost us money to cash it!!...

No compensation, no apology not even a rteason given other than you was overbooked, and they couldnt of contacted us before yesterday to let us know this......?
If i had been there i would have pushed the issue , hubby was just trying damage limitation with DS and was shattered as he was delayed nearly 3 hours late going out.......

 

[Elise79]

Sent you a PM

Coronado is very nice and actually has bigger beds than the Dolphin! However it doesn't have the location.

 

[aaronandterri]

yeah hubby said it was nice there.

I had an email from Teresa Echols saying it was down to dolphin to refund me, but she would contact them on monday to discuss about cheque etc.......

 

[wayneg]

When I receive US$ cheques I pay them into the Halifax, last time they charged me £10, this year £5. Its not a massive amount just a pain going into the branch to pay it in and sign the form.
As for credit card, I got a letter from Streamline yesterday warning me not to refund people by card if they had originally paid by other means, not sure if its the same in the US but we are not supposed to do it in the UK. If we do refund by card we are liable if its a fraudulent claim, Streamline will not accept responsibility.

Hope you get some kind of compensation for their error.

 

[aaronandterri]

It was a debit card not a credit card it was booked with.
I bank with barclays and they told me £30 on the phone today to cash us$, not sure if this is true, bloke could barely speak english!

We do have a $$ account but getting it back to the us to pay it in could be a problem, unless they give it to him this week and not by post.
I had an email from dreams asying it was dolphins responsibility to process a refund not theres but would ask them about payment types for us when accounts open on monday.

 

[2Tiggies]

It was a debit card not a credit card it was booked with.
I bank with barclays and they told me £30 on the phone today to cash us$, not sure if this is true, bloke could barely speak english!

We do have a $$ account but getting it back to the us to pay it in could be a problem, unless they give it to him this week and not by post.
I had an email from dreams asying it was dolphins responsibility to process a refund not theres but would ask them about payment types for us when accounts open on monday.

Each bank will probably vary on charges, but that sounds about right. I have always been charged to deposit a US$ cheque into my account. If they insist on using a cheque, they need to add on the charges that would be incurred by you.

I agree, CSR is not the same type of hotel as the Dolphin (as an aside though, I would MUCH rather stay at CSR as it is a beautiful resort, but they do owe you some sort of refund as it is not in the same price bracket as the Dolphin). How is your son now? Did he settle in okay? Not what he would have needed after a long flight!

 

[Mrs Doubtfire]

This is terrible - I think you would have got more mileage on arrival regarding the room & refund etc but understand why it was difficult to do that

Can you ring or email the Dolphin? If you are at home can you check rates for the 2 resorts and see what is due - also add some on for compensation for messing your DH around and then email the manager & Dreams. I am surprised they aren't doing more to help you.

I hope your DH & DS have a great time regardless. Last year Virgin messed us around with our villa, I managed to get compensation when we got back home plus a free meal whilst on holiday - so stand your ground

 

[aaronandterri]

dreams were nice enough but basically said they had paid our money to dolphin so its down to them to refund us and wasnt there responsibility, offered to liase with them regarding payment method but i think thats all they can do.

 

[Mrs Doubtfire]

Well I hope you get it sorted and manage to get your refund

 

[aaronandterri]

Doesnt help my hubby is Mr Laidback, id have kicked off...lol bet hes glad i wasnt there!

 

[Mrs Doubtfire]

I know what you mean - but sometimes you have to make a stand!