Booked a 'pet friendly' boat on The Broads. Web page stated 'pet friendly' and when I booked on the phone for 2 adults and our dog, the booking went through and I paid the deposit. I also booked a boat for a friend who sadly is in for cancer surgery today, so had to cancel this too. It should be covered by the insurance, but the reviews on here make me nervous.
2 weeks before our break and Im reading through the reservation info, as the boat yard require some passenger info up front. I notice, buried in the small-print that its not as pet friendly as advertised, in that they only accept small dogs. No mention on the website and no mention of this by the operative who took my booking FOR A DOG. As far as Im concerned Hoseasons had 2 opportunities so far to inform me of this unusual (booked loads of boats before) clause and I clearly would not have gone ahead. I duly called to discuss to be told that its my fault as I 'should have checked the small-print'. Whilst there is some merit in this statement, HS should have made it clear on the website that the size of dog is an (unusual) issue and having failed to do this, should have asked what dog I had when I made the phone booking... I cancelled our booking yesterday, as we cant take our dog and this has cost me 90% of the fee ! In all I spoke with 3 HS reps regarding this, all of whom were surprised at such an unusual clause and the fact that it was buried in the contract (but its still my fault). I wrote to their CEO yesterday. Hopefully I will have a favourable update to add to this post.
Update - Within 5 minutes of this review being posted, I receive a response to my email sent yesterday. Unfortunately however, they cant find my bookings through my email or home address. Really ?
Update 2 - An email from J Hindle Customer Experience Consultant arrived this morning with a screenshot of the page I would have seen (which refers to dog size restrictions) and would have had to click on/accept 'during my online booking journey', to progress to making the actual booking. Its a shame Hoseasons dont appear to listen or read my communications with any care, or they would have noted that I phoned to make the bookings, so wouldnt have seen the paragraph to which they refer during my online 'booking journey'.
So either the person who took my telephone booking clearly told me that my dog wouldnt be allowed to join us and I just went ahead regardless, or they didnt tell me before I paid the deposit and entered into a contract.
People do make mistakes, just like the Consultant who sent me a screenshot I have not seen before, as justification for me losing my money.
I have asked for a recording of the conversation between me and their booking rep.
If on the requested recording, I am clearly informed of the dog issue and went ahead regardless, I will immediately amend this review and apologise accordingly.
Update 3 - After posting update 2 my phone rang. Unable to take the call, I called back ASAP and spoke with my new best mate, Karl Tearle of Hoseasons. Karl did his bit for HQ by capitulating on a partial refund, though I sensed he was uncomfortable with this. His boss Jo, however, insisted on retaining a seemingly arbitrary figure of £203. Karl also attempted to withhold some of my friends fee, who I talked of somewhere near the top of this ramble.
I am however delighted to announce that Jo is nicer than I first thought, or Karl (top bloke) is very persuasive, or both. Either way, HS have agreed to refund me in full on both bookings and although it shouldnt have come to this, I am grateful it ended as it did.