Cancelled within "free cancellation" period as advertised and was still charged! No refund yet!
09/12/2017 ruth19972017, Cardiff, United Kingdom
I can't comment on the hotel itself as we never visited. However, one of the main selling points of this hotel was the opportunity to cancel within specified time period for free on booking.com. Howev... more
I can't comment on the hotel itself as we never visited. However, one of the main selling points of this hotel was the opportunity to cancel within specified time period for free on booking.com. However, upon returning from our stay at a separate hotel (which was cheaper- hence reason for cancellation) I found that I had been charged £120 for a one night stay that I had cancelled for free a couple of weeks earlier. After checking on booking.com that I had cancelled for free (which I had) I gave the hotel a ring to ask for a refund as advised by booking.com. The lady informed me that she was unable to process refunds herself and asked for my contact number for her manager to ring me back the following day. I received no phone call at all. A few days later, after already being short of £120 in the run up to Christmas and beginning to need the money I gave the hotel another ring. I was spoken to by a different, very rude lady this time who informed me "I have already spoken to you about this and I told you to send me a picture of your bank statement which you haven't done so how am I supposed to see if you have been charged or not." I have neither spoken to this lady before nor been informed to send a copy of my bank statement. Surely the hotel should be able to check who they have wrongly billed? I am starting to think that I will never see this money again. If you are thinking of booking under free cancellation DO NOT. This hotel needs to learn some customer service. less