BA Holidays complaint

[Beth_Disney]

I'm after some opinions before I decide whether to complain to BA. It also might help some people on here too.

I have booked a BA Holiday for May to France - it's a package consisting of flights and 1 night at Sofitel T5 Heathrow for the night before the flight. The holiday is booked for 2 adults and 1 child (11 year old nephew). I booked a Sofitel king bed room that came up on the search, there were upgraded rooms available at a supplement.

I contacted Sofitel to ask for the extra bed for my nephew to be set up before we arrive and they've said there's a £35 additional charge. BA have confirmed that this is correct and it's my fault for not looking at the hotel's website. And then the agent added that under 12's would be expected to share the available bed with the two adults!

Before I waste time emailing BA, am I in the wrong for presuming the room would be suitable for the number of travellers without any extra charges, or is it worth complaining as the additional charge wasn't transparent? Thanks.

[Loopylooloo]

We’ve always booked a family room or junior suite, when using that hotel. The rooms are fabulous and the hotel is so good we always joke we would happily stay there for our holiday. I would check the difference to change rooms instead? We also had very good dinners there, if they are offering the gastronomic rate it’s well worth it.

[Jedi]

Sorry but you booked a room with one bed. Not complaint worthy at all.

[Bellasmummy]

We booked Sofitel last year for 3 of us and were told the same thing when we arrived. Some digging on the hotels t&cs showed that that charge always applies now.

[natanddaz]

As a family of 5 I'm always careful to check for this as often when I do searches we will get offered rooms with 2 doubles. There is usually a little note in the hotel details somewhere re the cost of a rollaway bed- have you checked op to see if this is there? If it's not it might be work an email to bring it to BA's attention.

[Bondy007]

Unless you can prove lack of visibility of the additional charge then I think you're probably wasting your time.
I can see the additional charge against the King room on Sofitel's website. But, on BA when booking the Sofitel with a flight I can't specifically see any reference to it, and it even only comes up with "sleeps 2" when I put in 2 adults and an 11 year old! You've nothing to lose I guess by asking!?!?

[Mr Tom Morrow]

I love a battle, but only if I am completely in the right both morally, ethically and most important legally. If I am not and am going to end up losing heart muscle and the battle then I let it lie.

You will lose this fight so let it go. Hope you have a lovely holiday.

[Beth_Disney]

Thanks all. That's really helpful. I think it's bonkers that a search will throw up results that aren't suitable without paying extra, but they won't tell you that you have to pay extra until you arrive. I might send a 'feedback' email if I get a spare 30 mins but won't expect anything from it.

I think I'm going to book Premier Inn T3/T4 instead of giving Sofitel any more of my money. The only rooms that show on the Premier Inn website for 2 adults and 1 child are family rooms and we're flying from T3 quite early so we won't have the faff of transferring from T5 to T3. Food and drink will be cheaper too.

[Loopylooloo]

How will you still have a package holiday that way? Do BA offer Premier inn as a hotel? I agree it makes sense to be at the terminal you are flying from but am not sure if you will lose out by changing your booking with BA…?
Or will you just leave it as booked and book Premier inn as well?

[Beth_Disney]

Originally Posted by Loopylooloo

How will you still have a package holiday that way? Do BA offer Premier inn as a hotel? I agree it makes sense to be at the terminal you are flying from but am not sure if you will lose out by changing your booking with BA…?
Or will you just leave it as booked and book Premier inn as well?

See more...

The package price didn't cost that much more than flight only and luggage is included. I'll leave it as booked and book the Premier Inn separate. I'd already booked Purple Parking so it's more convenient than the Sofitel anyway.