Consumers Complain About Accommodation
From 1 July 2011 to 30 June 2012, NSW Fair Trading received 327 enquiries and 370 complaints about motels, hotels or resorts. The largest number of enquiries was about rights and responsibilities in relation to cancellation or cooling off. The largest number of complaints related to rights and responsibilities regarding refunds. Thirty-six complaints were received about online bookings.
In a statement released by NSW Fair Trading Minister Anthony Roberts, Mr Roberts said Fair Trading could help consumers overcome problems.
“Hotels, motels and resorts should offer consumers value for money. For many people it’s an extravagance to stay in such accommodation. The last thing holiday makers want is the ‘horror hotel story’ to spoil their trip.
“For workers, unpleasant experiences in hotels, motels or resorts can complicate a tight schedule and compromise a good night’s sleep.”
One recent complaint involved an online hotel booking for 7 nights. The consumer tried to change the date of their booking because they couldn’t travel on that date anymore, they were told that they would have to forfeit a pre-payment of close to $3,000. After lodging a complaint with Fair Trading, the consumer received an admission from the provider that their policy was ‘no fee for change’ and a $20 cancellation fee applied.
“All people staying in hotels, motels and resorts need to be aware of their Australian Consumer Law rights and exercise them. The national law sets out consumers’ rights when buying goods and services.”
Goods must be of an acceptable quality and match the description, sample or demonstration provided. Services must be carried out with due care and skill, be fit for the purpose and delivered within a reasonable timeframe. Consumers need to make sure they get what they pay for and check cancellation and refund policies for restrictions or special conditions.
Further information on Australian Consumer Law is available for members by clicking here.
Information is also available on policies and practices regarding advance deposits by clicking here.
Source: Accommodation Association of Australia, 28 August 2012
