In Reply to: The procedure in the past with RTGo posted by TnT on Saturday, 16. August 2008 at 15:01 Bali Time:
then they are entitled to the booking.
i used to work in a hotel in reservations and once the client pays the deposit (or full amount - i cant remember), the voucher is issued and the hotel is advised by email, fax or both.
the hotel has an obligation to the guest as the hotel advises rates to go that they have rooms available - that is called 'allotment'. if the hotel gives rates to go an allotment, then they are obliged to supply the accommodation.
bets are that the hotel did receive the email or fax, but they were so full and embarassed that they were overbooked, that they 'forgot' to confirm or find alternative accommodation for the guest.
the fault is not on the part of rates to go. it is definitely on the hotel.