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Hotel refusing refund

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dandaman6196
dandaman6196 Posts: 12 Forumite
Second Anniversary First Post
edited 19 May at 4:43PM in Coronavirus Board
After weeks of chasing a refund this was the reply I received on a £600 hotel booking. 

I have no idea where next to proceed. I do have travel insurance & have also made a claimback on my credit card (45 days ago and heard nothing).


Kindly be advised that we do not have a direct contract with the hotel for this booking, which means that we have a hotel supplier working between the hotel and Otel . Con and we need the hotel supplier's approval to be able to issue a refund.

Please note that without the hotel supplier's approval, we are not allowed to provide a refund.

We have been contacting our supplier regarding the refund request, however since the booking was made under non-refundable conditions, unfortunately, the hotel supplier did not agree to waive the fees for this booking even though we tried our best.

We are sorry for the negative response and we appreciate your kind understanding.

Please don't hesitate to contact us for any further inquiries.

Best regards

Comments

  • Aylesbury_Duck
    Aylesbury_Duck Posts: 15,702 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    After weeks of chasing a refund this was the reply I received on a £600 hotel booking. 

    I have no idea where next to proceed. I do have travel insurance & have also made a claimback on my credit card (45 days ago and heard nothing).


    Kindly be advised that we do not have a direct contract with the hotel for this booking, which means that we have a hotel supplier working between the hotel and Otel . Con and we need the hotel supplier's approval to be able to issue a refund.

    Please note that without the hotel supplier's approval, we are not allowed to provide a refund.

    We have been contacting our supplier regarding the refund request, however since the booking was made under non-refundable conditions, unfortunately, the hotel supplier did not agree to waive the fees for this booking even though we tried our best.

    We are sorry for the negative response and we appreciate your kind understanding.

    Please don't hesitate to contact us for any further inquiries.

    Best regards

    It sounds like you've engaged with a multiple-level supply chain.  Exactly who did you pay, who is the "hotel supplier", which hotel is it and who are Otel.con?
  • Alan_Bowen
    Alan_Bowen Posts: 4,915 Forumite
    Part of the Furniture 1,000 Posts Name Dropper
    You need to chase your bank, depending on who issued it, most are acknowledged in a week or less, the fastest is allegedly Amex who refunded in 72 hours. Your problem may be that you did not pay the supplier, you paid a third party agent but nevertheless take it up with the card issuer immediately. Perhaps you ought to name and shame the card issuer who hasn't responded in 45 days so the rest of us can avoid it!
  • dandaman6196
    dandaman6196 Posts: 12 Forumite
    Second Anniversary First Post
    edited 20 April 2020 at 2:31PM
    It’s Tesco 

    When I rang them 7 weeks ago they said that chargeback didn’t exist. 

    They then updated their website with a form which I completed and emailed them 45 days ago. 

    I’ve had no reply to any of this. 

    In the meantime they are charging me interest for this £600 booking on my card. 
  • I paid Otel.com for booking 
    I contacted the hotel directly, who are issuing refunds, and said it’s Up to Otel.com to refund me as they have my money. 
  • Alan_Bowen
    Alan_Bowen Posts: 4,915 Forumite
    Part of the Furniture 1,000 Posts Name Dropper
    Yikes, I have a Tesco card but usually only use it to pay for Tesco purchases! if you can get the hotel to confirm that they have refunded, or never been paid by Otel, then your dispute is actually with the company you paid and should be much easier to resolve. If your card is a credit card mention you want to make a section 75 claim, if it was just a debit card, then it is a chargeback, which exists in the UK for both Visa and Mastercard issued cards
  • klimny
    klimny Posts: 49 Forumite
    Part of the Furniture 10 Posts Combo Breaker
    I’m in the same position as OP - otel.com are notoriously dodgy to get hold of. Phone lines closed, no live chat and emails go unresponded. I’ve joined a Facebook group called ‘scammed by otel.com’ - the group owner is emailing them every week to put pressure on them to refund the growing number of people affected. I’d recommend joining so they can add your name and booking ref to the email they send.
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