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HOTELS.COM - refund help
jo_307
Posts: 5 Forumite
I'm at my wits end with Hotels.com and am looking for some advice on how to move my case forward so any replies would be grateful :-)
On September 8th 2015, I booked a one night stay through Hotels.com at a French holiday park for £62.22. At the time of booking the currency was presented to me in pound sterling and the booking form asked for my card details where I entered my Santander credit card details, as I presumed Hotels.com would be taking the money and passing it onto the holiday park to secure the booking.
Whilst on holiday I got an email from Hotels.com (which I have a copy of), saying that the "booking was guaranteed and you will pay at the hotel in their local currency". This was no problem as we have a Halifax credit card which doesn't incur a foreign transaction fee so we used this cad to pay for the stay at the holiday park as per instructions on the email from Hotels.com, with it unknown to us that the money had already been taken from our original payment method.
When we returned home and checked bank statements, there had been a payment to the holiday park taken from both accounts, one which we were expecting as we authorised it at the property via chip and pin and another (including a foreign transaction fee) from the Santander credit card that we used to make the booking with - therefore Hotels.com had passed on these details for the property to charge us (we were charged on this card 10 days after booking and the day before our stay).
I immediately got on the phone to Hotels.com on 28/09/15 who said they would look into it and return my call - no return call was ever received.
I emailed hotels.com on 30/09/15 - no response but was given a case id.
Called again on 06/10/15 and asked to send an email with the attachments on my bank statements proving the money had been taken from both accounts and I included a copy of the email from hotels.com telling us to pay at the property.
Called again on 09/10/15 and told I would be called back with 48 hours - no call back.
One month later on 09/11/15 I called again and spoke with the duty manager who promised me an email response within 3-7 working days
It has now been 12 working days and I have had no response from them once again. I cannot find a contact telephone number, email address or uk postal address to contact hotels.com in the uk to progress this case forward and finally get a refund to one of the cards for the stay.
Although it was the property that charged my twice, it was Hotels.com who passed on my bank details allowing this to happen and it was also Hotels.com who sent the email telling me to pay for the property upon arrival at the hotel.
Does anybody have any advice on how to push this forward.
Thank You.
Jo
On September 8th 2015, I booked a one night stay through Hotels.com at a French holiday park for £62.22. At the time of booking the currency was presented to me in pound sterling and the booking form asked for my card details where I entered my Santander credit card details, as I presumed Hotels.com would be taking the money and passing it onto the holiday park to secure the booking.
Whilst on holiday I got an email from Hotels.com (which I have a copy of), saying that the "booking was guaranteed and you will pay at the hotel in their local currency". This was no problem as we have a Halifax credit card which doesn't incur a foreign transaction fee so we used this cad to pay for the stay at the holiday park as per instructions on the email from Hotels.com, with it unknown to us that the money had already been taken from our original payment method.
When we returned home and checked bank statements, there had been a payment to the holiday park taken from both accounts, one which we were expecting as we authorised it at the property via chip and pin and another (including a foreign transaction fee) from the Santander credit card that we used to make the booking with - therefore Hotels.com had passed on these details for the property to charge us (we were charged on this card 10 days after booking and the day before our stay).
I immediately got on the phone to Hotels.com on 28/09/15 who said they would look into it and return my call - no return call was ever received.
I emailed hotels.com on 30/09/15 - no response but was given a case id.
Called again on 06/10/15 and asked to send an email with the attachments on my bank statements proving the money had been taken from both accounts and I included a copy of the email from hotels.com telling us to pay at the property.
Called again on 09/10/15 and told I would be called back with 48 hours - no call back.
One month later on 09/11/15 I called again and spoke with the duty manager who promised me an email response within 3-7 working days
It has now been 12 working days and I have had no response from them once again. I cannot find a contact telephone number, email address or uk postal address to contact hotels.com in the uk to progress this case forward and finally get a refund to one of the cards for the stay.
Although it was the property that charged my twice, it was Hotels.com who passed on my bank details allowing this to happen and it was also Hotels.com who sent the email telling me to pay for the property upon arrival at the hotel.
Does anybody have any advice on how to push this forward.
Thank You.
Jo
0
Comments
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How about claiming under S75 against one of the credit card providers?0
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Post a message to their facebook page. I find that companies respond very quickly when they receive a negative message which everyone can see0
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Who charged you, the hotel or Hotels.com?0
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I did wonder about contacting credit card providers but why should they pay when it's not their fault and my understanding is that s75 the value needs to be over £100
Thanks anyway0 -
Posting on Facebook might be my next step, hadn't thought about that. Thank you0
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The bank statement is showing that the property charged me although every other time I have booked with Hotels.com it's them who have appeared on the bank statement. My issue is they've passed on my credit card details for the property to charge and then sent an email to us telling us to pay upon arrival.0
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The bank statement is showing that the property charged me although every other time I have booked with Hotels.com it's them who have appeared on the bank statement. My issue is they've passed on my credit card details for the property to charge and then sent an email to us telling us to pay upon arrival.
If the hotel charged you twice then you need to contact the hotel. I don't really see what Hotels.com has to do with this and I doubt they can do anything about the double charge. They passed your card-details onto the hotel which then used those details to charge you which should have been it. The fact that the hotel then allowed you to pay a second time is not Hotel.com's fault.0 -
But it was hotels.com that passed on credit card details which surely there's some kind of data protection issue here and then they were the ones that sent the email saying to pay at the property in arrival - had we have known the original details had been passed on and charged obviously we'd have questioned it. As the agent is it not hotels.com who's at fault or should at least be providing assistance.
Regardless to this the other issue is the sheer lack of customer service that they have provided to get the problem resolved.0 -
The card details are passed on secure the reservation. Otherwise the hotel would have no come-back against people who no-show. I still don't see why you're blaming Hotels.com. Clearly it's the hotel that screwed up by charging you twice. You need to contact them about it.0
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