Charged twice for hotel room!

GlasweJen

I recently had a stay in a large chain hotel. I booked 3 rooms over 2 nights, when I checked in on the first night I explained I wanted to pay cash at check out (we were changing room type after that first night), the hotel required a card for ID so I handed over my RBS visa debit card, we ordered room service and the total bill for 2 rooms plus the room service was about £450. I went down to the front desk and paid cash for the fees but didn't get a receipt (it was my wedding day, mind was somewhere else).

Today I realised the hotel have charged me the £450 to my debit card. I called the hotel direct and was told there was no record of me paying for my room in cash!

Would this situation be eligible for a section 75 or a chargeback?

glentoran99

GlasweJen wrote: »

I recently had a stay in a large chain hotel. I booked 3 rooms over 2 nights, when I checked in on the first night I explained I wanted to pay cash at check out (we were changing room type after that first night), the hotel required a card for ID so I handed over my RBS visa debit card, we ordered room service and the total bill for 2 rooms plus the room service was about £450. I went down to the front desk and paid cash for the fees but didn't get a receipt (it was my wedding day, mind was somewhere else).

Today I realised the hotel have charged me the £450 to my debit card. I called the hotel direct and was told there was no record of me paying for my room in cash!

Would this situation be eligible for a section 75 or a chargeback?

Doubt it if you cant produce a receipt that you paid in cash

IAmWales

You're going to struggle without proof of payment.

Is the hotel nearby, can you visit in person to see if you can identify who took the payment? Also if you know the time you could ask if the area is covered by CCTV and if they still have the footage.

GlasweJen

Unfortunate I suppose. I'll complain to the hotel chain and see if I get anywhere. I know which staff member I dealt with so hopefully their head office will be able to audit and see if the payment was allocated to the wrong room. I wasn't the only bride in the hotel as there are 3 popular wedding venues in the area plus the hotel does weddings in several rooms so it's entirely possible there was a mix up and I've just spoken to someone very unhelpful at the hotel itself.

GlasweJen

IAmWales wrote: »

You're going to struggle without proof of payment.

Is the hotel nearby, can you visit in person to see if you can identify who took the payment? Also if you know the time you could ask if the area is covered by CCTV and if they still have the footage.

Unfortunately we're off on honeymoon so visiting the hotel won't be possible for the next 3 weeks or so.

Fosterdog

GlasweJen wrote: »

Unfortunately we're off on honeymoon so visiting the hotel won't be possible for the next 3 weeks or so.

You really need to try and get it sorted ASAP, most places only keep CCTV footage for a limited time so even if they could access it now if you leave it three weeks it may well be too late.

Manxman_in_exile

glentoran99 wrote: »

Doubt it if you cant produce a receipt that you paid in cash

If you've got a receipt for the cash payment you should be ok...

mije1983

Manxman_in_exile wrote: »

If you've got a receipt for the cash payment you should be ok...

Oooops......

GlasweJen wrote: »

paid cash for the fees but didn't get a receipt

Manxman_in_exile

Double even triple Oooooooooops. I missed that!


Important to get a receipt for all cash transactions...




(Edit: Sorry not very helpful in the Op's situation, but I keep receipts for everything - cash, debit and credit)

LABMAN

Always pay significant sums by card as there will be a record of payment and any double charging therefore can be easily challenged.

GlasweJen

Fosterdog wrote: »

You really need to try and get it sorted ASAP, most places only keep CCTV footage for a limited time so even if they could access it now if you leave it three weeks it may well be too late.

Unfortunately I noticed the mistake yesterday after 5 when transferring money onto a currency card and I'm now in Heathrow airport waiting on a connecting flight, visiting the hotel (in glasgow) was not an option.

Manxman_in_exile wrote: »

Double even triple Oooooooooops. I missed that!


Important to get a receipt for all cash transactions...




(Edit: Sorry not very helpful in the Op's situation, but I keep receipts for everything - cash, debit and credit)

I usually do but it was a hectic day and I didn't give it a second thought, this is a huge hotel chain that I've used many times with no issues and I was worrying about other things (wedding day, hair and make up team couldn't get parking meters to work - turns out they weren't active yet despite what the signs said, grooms car broke down then he went awol and no one knew where he was - a passer by had given him a lift to venue and that's just what happened before 11!).