Double charge on hotel room

harlan

Hi
I booked a package holiday (flights,transfers, hotel and cruise) with Planetcruise all prepaid before we left. On returning home I find that the hotel had charged my credit card with the full cost of the room even though I submitted a voucher issued by Planetcruise to the hotel and they acknowledged that the booking was all paid for. When I contacted the hotel by email they told me they had not been paid for the room and were charging me direct for the cost. i have been in touch with Planetcruise but just recieved the standard acknowledgement emails and that they will investigate and be in touch. i have since learnt that Planetcruise contracted my room booking out to a third party supplier called 'bedsonline'. doing some research into this company on trust pilot their feedback is less than encouraging. How do i now stand about re-couping the double charge the hotel say there contract is with bedsonline so wont pay me back. who is liable for this repayment
Any comments welcome
Thanks

Ms_Chocaholic

How did you pay the first time round? Do you have confirmation of you paying initially. If so, request a chargeback through your credit card and use the email as evidence that you have already paid.

Credit card companies expect you to attempt to get the money back from the hotel/booking company first so keep trying that avenue before opening the chargeback.

Westin

Having raised the issue with Planetcruise, allow them reasonable time to investigate and process a refund.

If no response (which I am sure there would be) then raise a dispute with your credit card company against the charge made by the hotel. The only issue might be what you signed at hotel checkin. Some registration cards have comments and clauses saying something about charging your card if payment for the room is not received from the agent. If this is the case then the hotel would just use this approval evidence when replying to the disputed charge with the credit card provider. If you didn’t sign anything then no issue.

I suspect PlanetCruise will sort this out before you having to get your card provider too involved.