Double Charged by Holiday Inn Express **Help Needed**

nick1232728

Yes it's the same card number for both... in my eyes its a simple mistake that just needs to be rectified but they are making it very difficult it seems. I work in insurance and with that there is a clear complaints process (informal complaint (3 days) > formal complaint (8 weeks) > FOS) but with this I'm at a loss to be honest. I don't really want to go down the chargeback via Natwest route as it's just a simple mistake and I'm sure going that route will take longer but what can I do if the hotel manager won't speak to me and the front desk staff just fob you off

nick1232728

left it a full day... still no response. What would you guys do now? 

Jenni_D

Chargeback?

gettingtheresometime

I find twitter quite useful for this sort of thing. 

TripleH

I had a similar issue with a hotel chain in getting double charged.

I contacted them and gave details of when both payments were made and asked if they could refund one.

They did after a couple of weeks.

The problem is that it can take time to find payments especially if the two were taken from different cards.

Mine was 2 payments from the same card on different days so straightforward to identify.

I suspect an error then anything sinister, always best to be polite, present it as an error and give them as much info to help them out at the start as you can.

nick1232728

Natwest were helpful. They are going to investigate it for me (chargeback) - I was advised to raise a formal written complaint which I have done as they will now have 8 weeks to investigate the complaint formally before it can be taken to the FOS if needbe. I'd just love to have a chat with the manager but that doesn't seem possible unfortunately.

y3sitsm3

nick1232728 said:

Natwest were helpful. They are going to investigate it for me (chargeback) - I was advised to raise a formal written complaint which I have done as they will now have 8 weeks to investigate the complaint formally before it can be taken to the FOS if needbe. I'd just love to have a chat with the manager but that doesn't seem possible unfortunately.

An FOS complaint against who?

born_again

Would be quicker to go over local managers head..
Call Customer Services on 0800 43 40 40 

https://www.complaintsdepartment.co.uk/holiday-inn-express-uk