Fletcher Hotels to explain its promotional deals more clearly to consumers

Fletcher Hotels Holding B.V. has made a commitment to the Netherlands Consumer Authority (CA) that it will inform consumers more clearly in case of voucher deals. These are promotional deals involving hotel vouchers. The commitment was prompted by indications the CA had received through consumer information portal Consuwijzer concerning Fletcher Hotels’ voucher deals. Consumers indicated that they were unable to book the desired hotel rooms, or even none at all, during the promotional period when redeeming these vouchers. In addition, Consuwijzer received reports on unexpected additional costs when booking these rooms.

Consumers are entitled to receiving clear information prior to booking. The main problem with the Fletcher vouchers was that it was unclear to consumers what conditions exactly applied to the redemption of these vouchers. Furthermore, the advertised prices did not include booking fees and tourist taxes.

Fletcher Hotels has made a commitment to the CA that it will improve the information about hotel room availability when advertising its promotional deals. Consumers will thus be informed more clearly about which hotels participate in the promotional deal, and that, during the promotional period, some participating hotels may no longer have any rooms available at the promotional rate. In addition, advertised prices will feature a disclaimer that the EUR 5 booking fee and tourist taxes are not included. With regard to vouchers sold in stores, consumers can now peruse them prior to purchase, allowing them to read the conditions that apply to the promotion. Fletcher Hotels will publish this information in clear and easy-to-understand terms, both on the voucher as well as on its website.

The CA will check whether the company honors its commitment. The CA expects that, with this approach, the consumer problems in this case will be solved quickly, and that future problems have been prevented.