Hotels occasionally can't provide a promised room for several reasons: typically, either an unforeseen overbooking or having current guests stay longer than originally planned. In most cases the hotel/supplier will inform us (prior to travel) that they are unable to confirm the booking. In this case they will offer a similar hotel to the one you have booked usually in same area and category. If this is not possible then an alternative of a similar/higher standard is offered. The hotel /supplier must fulfill their obligations by arranging alternative accommodation for you and pay (or refund the expenses upon your return - it is imperative to keep proof of payment of taxi to qualify for a refund) for you to get there.
If you arrive at your hotel and they inform you on the spot that the room you booked is not available, normal procedure is that if the hotel has availability in another room type of different specifications or higher standard they will offer you an upgrade at no extra cost. If the hotel has no rooms at all available then alternative accommodation of same or higher standard will be offered usually in the same area.
Your options are:
Accept the offered alternative,
or contact us for alternative accommodation, of a similar standard to that originally booked if available (if the chosen alternative is less expensive than your original one, we will refund the difference but if it is more expensive, you, the customer will pay the difference); or
Cancellation of that booking only and refund of moneys paid against that booking only.