UK Hotel complaint - paid twice

alba37

Hi

Wondering if anyone has any advice. I booked the Eden Plaza Hotel Kensington for 2 nights for my son last year. When he arrived in February, because he didn't have my card they asked him to pay again with his card which he did. They said they would refund me. I had been ill for a while and didn't notice till a couple of months later that I had not been refunded. Since then they have ignored emails. On the phone they say the refund was done, but then when I called back (after double checking with the bank) to say it definitely hadn't they asked me to email details again which I have done several times but they are still not responding to my emails or refunding the money.

I am outwith the 100 day window to get any help from Visa... any ideas?

Thanks

Valli

two things spring to mind -

1 - try Visa again; pointing out that you have tried to use their (the hotel's) channels for a refund and this has pushed you outside the normal timeframe for chargeback

2 - send a LETTER BEFORE ACTION

write to them , head the letter 'Letter before Action'. tell them you want a refund of £x within 14 days of the date of the letter, giving the reason why

eg

Dear (hotel)

LETTER BEFORE ACTION

On (date) I booked a hotel room with you at a cost of £x for my son. When my son arrived and took up the booking he did not have my credit card so he paid again on his credit card (include any bill reference numbers) and you promised to credit my CC (number) with a refund of £x.

To date, despite numerous phone calls, I have not yet received this credit. I therefore request that you credit my CC (a/c) with £x within 14 days of the date of this letter or I shall escalate my claim to the Small Claims Court.

Yours faithfully

YOU

me? - I would send the Letter, Send it recorded delivery. Keep a copy.

If they still don't refund then pay £25 to take them to small claims where, if you win, you will also be awarded costs. (ie the cost to bring the claim)

alba37

Valli wrote: »

two things spring to mind -

1 - try Visa again; pointing out that you have tried to use their (the hotel's) channels for a refund and this has pushed you outside the normal timeframe for chargeback

2 - send a LETTER BEFORE ACTION

write to them , head the letter 'Letter before Action'. tell them you want a refund of £x within 14 days of the date of the letter, giving the reason why

eg

Dear (hotel)

LETTER BEFORE ACTION

On (date) I booked a hotel room with you at a cost of £x for my son. When my son arrived and took up the booking he did not have my credit card so he paid again on his credit card (include any bill reference numbers) and you promised to credit my CC (number) with a refund of £x.

To date, despite numerous phone calls, I have not yet received this credit. I therefore request that you credit my CC (a/c) with £x within 14 days of the date of this letter or I shall escalate my claim to the Small Claims Court.

Yours faithfully

YOU

me? - I would send the Letter, Send it recorded delivery. Keep a copy.

If they still don't refund then pay £25 to take them to small claims where, if you win, you will also be awarded costs. (ie the cost to bring the claim)

Thanks a million Valli ... will get on to that! I really appreciate your advice.

MothballsWallet

All I can add to Valli's (excellent) suggestion is that, if you can, also include the dates of your previous calls to the hotel and the names of the people you've spoken to in your letter before action (LBA)

With luck, they record calls, so can pull the recordings and that plus the LBA should make them pay up rather than face a court judge who will decide in your favour.

Valli - if the hotel's in England and the OP's in Scotland, they'll have to use the English Small Claims, won't they? (This happened to my parents a few years ago regarding a sofa from Walmsleys furniture.)

Valli

you're very welcome

I note you are in Scotland, not sure how it works there but the Hotel is in England so I *think* you'll be ok with that

the DIRECT GOV page explains the small claims procedure in detail and I *think* you can claim online. (Which is the £25 option)
the idea of a letter before action is really to get the money out of the other party at that point;) rather than actually going to small claims!

Crossed with MBW (good point on phonecall dates and names)
as I say because the hotel is in England...

(blue text is a link)