Case Study 2
Same hotel advertised room availability and confirmed a reservation. When the client arrived, the hotel was overbooked. The client had an e-mail from the marketing division confirming a reservation, but the reservation was not formally entered through the reservations system. The Hotel made arrangements with other establishments in the area. The only accommodation available exceeded the rate agreed with the client. The establishment paid for the cost of upgrade and transport between the hotels.

Case Study 3
Same hotel advertised room availability and confirmed a reservation. When the client arrived, the hotel was overbooked. The Hotel made arrangements with other establishments in the area. The only accommodation available exceeded the rate agreed with the client. The establishment paid for the cost of upgrade and transport between the hotels. In this case being the third occasion within a month GAE removed the hotel from the system and made a new policy that hotels using our system cannot overbook. They have to honor a confirmed reservation, provided the guest arrived within an hour if the arranged time.

Case Study 4
Hotel did not collect client at airport as arranged. Client's correspondence indicated that he had properly made arrangements for said collection. Client called taxi went to another hotel. Hotel was required to refund client's prepayment, cost of taxi fare and deliver flowers & chocolates in apology. Hotel had no previous record of poor service and was allowed to continue advertising on warning. No further incidents have occurred.

Case Study 5
Client was unhappy with condition of the room, complained. Hotel staff did what was expected of them by changing his room. Client made extraordinary demands, which they complied and gave her a free bottle of champagne. Client stayed eight days and refused to pay the bill upon departure. GAE did not support this application for refund. The onus was on the client to move out to other accommodation if so unhappy, in which case we would have pressed for a refund of up to two days.

Taxi

Case Study 1
Taxi arrived late to take a client for a meeting. Refund of fare was arranged by GAE.

Taxi Case Study 2
Taxi was ill and arranged another inferior taxi to do the collection. Partial refund was arranged by GAE.

Taxi Case Study 3
Taxi arrived late client attempted to claim for losses of attendance to meeting. Refund of taxi fare was arranged by GAE, but the claim for consequential damages was not supported by GAE.