Charge back refused

colinr77

Hi all, new to here, I have an issue - I stayed at a hotel on New Year’s Eve, unfortunately I was the victim of a domestic violence incident ( now ex partner was arrested) during the assault my blood ended up on the carpet of the room - the hotel charged £1375 to my card for a replacement without consulting or discussing with me first, I raised a charge back request - which my credit card company did, however the hotel disputed & now the card company (Natwest) have put the charge back on my account. The room was booked in my name - but terms & conditions of booking state the hotel would charge “the person responsible for the damage” & that the damage caused by “deliberate, negligent or reckless actions” I was the victim of a crime so was none of these things, any advice regarding the charge back would be appreciated- thanks in advance 

2e0arr

did you need a blood transfusion ?

2e0arr

colinr77 said:

Hi all, new to here, I have an issue - I stayed at a hotel on New Year’s Eve, unfortunately I was the victim of a domestic violence incident ( now ex partner was arrested) during the assault my blood ended up on the carpet of the room - the hotel charged £1375 to my card for a replacement without consulting or discussing with me first, I raised a charge back request - which my credit card company did, however the hotel disputed & now the card company (Natwest) have put the charge back on my account. The room was booked in my name - but terms & conditions of booking state the hotel would charge “the person responsible for the damage” & that the damage caused by “deliberate, negligent or reckless actions” I was the victim of a crime so was none of these things, any advice regarding the charge back would be appreciated- thanks in advance 

I think its worth taking them to the Financial ombudsman. it will cost you nothing and if you are a victim of domestic violence having to pay for having your own blood cleaned up it might be worth contacting domestic violence support groups for  help support and advice too

jjames1985

2e0arr said:

colinr77 said:

Hi all, new to here, I have an issue - I stayed at a hotel on New Year’s Eve, unfortunately I was the victim of a domestic violence incident ( now ex partner was arrested) during the assault my blood ended up on the carpet of the room - the hotel charged £1375 to my card for a replacement without consulting or discussing with me first, I raised a charge back request - which my credit card company did, however the hotel disputed & now the card company (Natwest) have put the charge back on my account. The room was booked in my name - but terms & conditions of booking state the hotel would charge “the person responsible for the damage” & that the damage caused by “deliberate, negligent or reckless actions” I was the victim of a crime so was none of these things, any advice regarding the charge back would be appreciated- thanks in advance 

I think its worth taking them to the Financial ombudsman. it will cost you nothing and if you are a victim of domestic violence having to pay for having your own blood cleaned up it might be worth contacting domestic violence support groups for  help support and advice too

no, it isnt.

I doubt the ops hotel even includes those t&c's and even if ti was what the hell are they supposed to do? do a dna test on the blood to determine whose blood it is? what do they do then? op booked the room and is responsible for any damage. end of story.

Tildaplum

Sadly I think I have to agree. 
In general, any damage caused to a room is the responsibility of the person booking the room.
This, by the way, would be the case for most hire contracts - car, power tools, skips etc. If you hire something it is your responsibility.
Your remedy is to get the money back from the person actually causing the damage.

bigadaj

id try multiple approaches. has the hotel actually been approached directly to request a refund and give details of the person responsible. the fact the partner was arrested makes evidence trail easier. if that doesn't work then id try the media as it makes a good story, alternatively suing the person responsible for the charge through small claims court would be my final option. whilst a chargeback is possible then its difficult to see the card issuer wanting to be involved or responsible.

2e0arr

jjames1985 said:

2e0arr said:

colinr77 said:

Hi all, new to here, I have an issue - I stayed at a hotel on New Year’s Eve, unfortunately I was the victim of a domestic violence incident ( now ex partner was arrested) during the assault my blood ended up on the carpet of the room - the hotel charged £1375 to my card for a replacement without consulting or discussing with me first, I raised a charge back request - which my credit card company did, however the hotel disputed & now the card company (Natwest) have put the charge back on my account. The room was booked in my name - but terms & conditions of booking state the hotel would charge “the person responsible for the damage” & that the damage caused by “deliberate, negligent or reckless actions” I was the victim of a crime so was none of these things, any advice regarding the charge back would be appreciated- thanks in advance 

I think its worth taking them to the Financial ombudsman. it will cost you nothing and if you are a victim of domestic violence having to pay for having your own blood cleaned up it might be worth contacting domestic violence support groups for  help support and advice too

no, it isnt.

I doubt the ops hotel even includes those t&c's and even if ti was what the hell are they supposed to do? do a dna test on the blood to determine whose blood it is? what do they do then? op booked the room and is responsible for any damage. end of story.

No it isnt !! I consider your reply as bullying ? LOL

Make the hotel and credit card company  work for their money.

Blood is relatively easy to clean up that cleaning bill was excessive.

See if the CC company has any associations with domestic violence organisations.

All these approaches will cost you nowt except text ink

Tildaplum

Difficult to get blood out of carpets as it happens
.

2e0arr

its easier than getting blood out of the stoned, if you cant find a vein

Chino

Raise a complaint with Natwest to have the chargeback reinstated and, once deadlock is reached, escalate your complaint to the Financial Ombudsman Service.

The hotel has clearly gone down the path of least resistance on this - because it has your card details it has pursued you instead of "the person responsible for the damage", in apparent violation of its own terms and conditions.

born_again

Chino said:

Raise a complaint with Natwest to have the chargeback reinstated and, once deadlock is reached, escalate your complaint to the Financial Ombudsman Service.

The hotel has clearly gone down the path of least resistance on this - because it has your card details it has pursued you instead of "the person responsible for the damage", in apparent violation of its own terms and conditions.

You can not reinstate a chargeback. You get one chance. And the hotel have rejected on the grounds of their T/C.
Going to FOS will make no difference on the decision as that is made by Visa or Mastercard. NOT Natwest.
Sadly while I feel for the OP. They would have to look at taking the other party to court to reclaim the funds.
Hotel have done no wrong, they are within their rights to claim for damages as per their T/C no matter how it happened. Unless they are prepared to not as a good will gesture. Natwest have done no wrong, they are simply following the card regulations. Should we fund the OP's sad incident? Why would FOS rule Natwest is at fault?