HELP: Tophams Hotel not processing refund

richkane1709

I booked a Hotel room for my parents in September 17 for a stay in October 17
When i received my CC statement I noticed they had taken the payment off my card twice witihn 7 minutes.
Ok, so I called them and was promised by their GM by email that I would receive a refund the following Friday.
That date would have been 20th October. I have still not received this refund.
The only things they have said is, I can have a credit note (eg free 2 night stay) which is pointless as I live round the corner. They also offered complimentary afternoon tea, which I refused because I just want the £265 back on my CC
I have also been told they are very busy and have a backlog of paperwork to go through. Disgusting response to a customer. I am a Head of Finance and I know it takes 5 minutes to process a credit card refund especially as it has been confirmed as an error.


The GM is trying his best, although I believe he is just hiding behind his keyboard (no phone calls from him once despite asking numerous times. He is never their to pick up the phone either.


I have had to go to my CC company and request a disputed amount process which will take longer, but either way I know I won't lose out.


I just wish I could force them to make the refund quicker, but I can't find any accreditations or governing bodies to make a complaint to.


:mad:

gettingtheresometime

I know it's not the point but if you live around the corner why not pop in and request the refund in person?


A real live person is harder to ignore than a phone message/email

richkane1709

I live 3 miles away and while yes I can do this, I know the response I will get.
The GM is already hiding behind his keyboard, he will not come out to speak with me and all I will get is the rude receptionist putting up walls.
I've already been told they can't process the refund from their front desk


I'm in the area on Friday and will definitely pop in and show my face and maybe make a scene in front of guests.

harz99

If it's a chain hotel the GM may not even be at the location you booked. that high in the food chain they quite possibly have more than one location to look after.


You've tried, had the refund not arrived to your account in seven working days I'd have gone down the chargeback route anyway.

stuartJo1989

richkane1709 wrote: »

I am a Head of Finance and I know it takes 5 minutes to process a credit card refund especially as it has been confirmed as an error.

Ahh! No doubt this has been mentioned on the phone to them!

How you do it as Head of Finance is not necessarily how others do it.... Sometimes it can involve going through specific processes and filling out appropriate paperwork (I'm doing a basic accountancy course and can appreciate the work involved in doing a "5 minutes" refund to a customer).

That being said, the refund should be made in good time and this does not appear to have been the case.

I would recommend that you:

1. Go down there in person and insist on speaking to the GM. Relay the facts, bring CC statements and everything like that. Be a bit polite and calm as well.

2. Contact your CC issue as they are jointly liable for any contracts (or lack of). Though I see you have done this.

3. If the above two fail, you may need to take them to small claims court (MCOL) and present your evidence to them.


Nowww... I have to admit but it seems fishy that two payments went through within 7 minutes and the hotel are dragging their heels over it all.... It reminds me of situations where a customer accidentally double books a room which turns out to be non refundable. Could that be the case here? If so, you actually might not be eligible for a refund (or, if you are, only a partial one) because it would effectively be your fault. If that's what has happened then I'd expect the chargeback complaint to be challenged, so it is not really anything you have to answer HERE but just be mindful that it can be challenged.

richkane1709

stuartJo1989


Obviously the 5 mins was a slight exageration... but certainly no longer than a 48hr turnaround for approval and transaction to be processed which is what we target ourselves on at my company (This seems to fit nicely with customer satisfaction).
I have been waiting close on 1 month now for this.


Also before making the first call I checked to see if I had made the mistake. Always check this prior to raising a complaint as a matter of course in case it comes back to bite me on the proverbial.


I have evidence of email confirming one booking with reference number (only one) which was used on both payments they took.
I also have email confirmation payment would be in my account by a specific date.


I have no doubt I will recover the money via CC issue raised, but I am annoyed that they have been able to do this for so long, and wanted to see if there was some way I pressure them to actually giving a Sxxx about their customer.


FYI - my parents really enjoyed their stay here, but the after ssales and customer service has been awful

Greta_Sharbo

Once they agree that they will refund you they need to do so within 14 days and without undue delay.
Unfortunately enforcing your rights is not always as easy as it should be so even 'pressuring' them might not have any impact.

Maybe try through any social media they might have? Lots of traders sensitive about that these days because its so public but you still have the problem that they then contact you very apologetic and promise the refund and still dont do it

Continuing to pursue with your CC provider seems like your most practical option though.

richkane1709

Greta Sharbo


Sadly I have left a review on TripAdvisor and also on their facebook.... but I notice they have hundreds of reviews and mixed good and bad and so fear it will get lost.


I received no response based on this.


I'm not on Twitter so haven't done this


Thanks all for suggestions, but seems I am at least heading in the right direction.... fingers crossed

hollydays

You left a review before you got your refund?!!
It’s already come back to bite you on the bum..
I’m not saying it’s right, but there’s no incentive now for the gm to rush your refund .
The common sense approach would been to have left the review AFTERyou got your refund .

richkane1709

hollydays... .really useful post!!!!


I already knew I was getting this money back as I've disputed with my credit card company.


I was looking for more helpful advice on how or if I could take it further or get the refund quicker. Probably best you look at posting positive advice in the future unless you're the sort of person who takes pleasure in saying "I told you so"

seashore22

richkane1709 wrote: »

hollydays... .really useful post!!!!


I already knew I was getting this money back as I've disputed with my credit card company.


I was looking for more helpful advice on how or if I could take it further or get the refund quicker. Probably best you look at posting positive advice in the future unless you're the sort of person who takes pleasure in saying "I told you so"

That was a very rude response to hollydays post to you and you are not coming across well. As it happens I also think that leaving a negative feedback before you have the money back in you bank account was a mistake. What was the rush?