Tearful hen party left wandering streets at 1am after hotel kicks them out

A hen party had no idea their stay for the weekend had been cancelled until they arrived at the hotel.

Carley Clark says she felt "scared and hopeless" and some of her 11 pals broke down into tears as they wandered the streets until 1am, looking for a roof over their head.

The group booked rooms in Liverpool through Hotels.com, part of the Expedia Group, for Vicky Owen’s hen weekend on July 30.

But on arrival at Prestige STAY, the party were told their reservation had been cancelled despite payment already being taken.

She told the ECHO: "It was horrible, people were crying, it was raining, we were stranded. We felt like we were Mary and Joseph looking for somewhere to stay, it was horrendous and emotionally distressing.

"I just think it was disgusting the way they literally put us on the streets at 10pm just left us to fend for ourselves.

"I’ve never been in a position where I've felt so scared and hopeless because there was nothing I could do."

The maid of honour said the hen party spent six hours in the hotel reception trying to find alternative accommodation.

At 10pm they were ‘kicked out’ onto the street when the reception needed to close and see to other guests.

Carley said: "We got there, the girl says your reservation has been cancelled.

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"I was like ‘what!?’ She said it’s been cancelled, there's nothing they can do and I’ve got to take it up with Hotels.com.

"We were there for six hours trying to find another hotel.

"Then at 10 o'clock at night, we got put on the streets with our cases. Kicked out, nowhere to go.

"We didn’t know where to look, my mates were crying, we were ringing home, people were thinking of coming round and picking us up.

"We just wandered the streets of Liverpool till about one in the morning."

Carley said she not only lost money on accommodation but also on bookings they had over the weekend.

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They also managed to find a hotel in the early hours of the morning that cost £70 a night but cut their planned three day trip to just one.

A spokesperson for Prestige STAY told the ECHO: "Unfortunately, this booking was not taken by Prestige Stay directly.

"It was done via the Expedia.com website and the group should have been notified by Expedia about the cancellation- sadly this booking was overlooked by Expedia’s systems.

"According to our records the cancellation should have been processed by Expedia nearly three weeks in advance of the booking.

"When the group turned up at the office, our staff tried their best, spending hours trying to get them alternative accommodation in our sites as well as other hotels in the city, but as their booking was for the first weekend after Covid restrictions were lifted, the city was fully occupied and they were not successful.

"A full refund has been issued and we can only apologise for not being able to do more to help the group on the day. We are also reviewing how we operate with our third-party agents in future."

A spokesperson from the Expedia Group, who operate Hotels.com said: "We are sorry to hear the customer had a bad experience with us.

"The reservation was not cancelled by us but was instead cancelled by the property, who advised it was due to maintenance issues.

"We did however offer an alternative location for the customer to stay in, but they decided not to use this option.

"We have since refunded the customer and as a gesture of goodwill will offer a £100 voucher."

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