Mystery and ‘secret deal’ accommodation complaints rise: NSW Fair Trading

It’s worth knowing your rights around booking holiday accommodation, warns NSW Fair Trading Minister Matthew Mason-Cox after complaints about hotels and resorts increased by almost 7% in the past year.

He said that the usual complaints received each year range from cancellation issues to the misrepresentation of hotel accommodation.

“Last year was no different, with NSW Fair Trading receiving 437 consumer complaints in the 12 months up to 24 November, 2014. That compares to 409 complaints lodged in the previous corresponding period,” he said.

“It’s important that consumers know they have rights if something goes wrong with their holiday accommodation and that they have options to deal with disputes.’’

Many of the complaints are in regards to mystery destinations, otherwise known as ‘secret deals’, where holiday goers purchase a stay in an unknown hotel based on a few details of description.

One complaint came from a mystery deal sold for a hotel on the Gold Coast that was supposed to come with an ocean view. Instead, it had views of a construction zone.

“There was mould throughout the bathroom, the pool and the spa were dirty, and the tennis court was out of service,” said Mason-Cox.

“After the consumer complained to the regulator, NSW Fair Trading negotiated a partial refund with the trader.”

He said that consumers should know their rights as described by Australian Consumer Law.

“Goods and services must be of an acceptable quality and match the description, sample or demonstration provided,” he said.

“It is equally important that hotel operators do the right thing by consumers and properly display all term and conditions, as well as provide accurate information about the quality and service of the hotel.”

There may be fines of up to $1.1 million for corporations and $220,000 for individuals for hotel and motel operators that breach the Australian Consumer Law.

He recommends contacting NSW Fair Trading with issues requiring resolution.

Here are NSW Fair Trading’s top four tips:

• Services must be carried out with due care and skill, be fit for the purpose and delivered within a reasonable timeframe. People need to make sure they get what they pay for and check cancellation and refund policies for restrictions or special conditions.
  
  
• Make sure you are paying the amount you were quoted and check all goods and services offered are included in the final price.
  
  
• In serviced accommodation, be wary of add-ons or in-house services like room service, the mini bar and pay-to-view movies.
  
  
• Always review your final account before checking out to ensure you have only been charged for what you have used.