I booked 2 rooms at Hotel de Cabourg during Feb 6 to Feb 8, 2007 on Dec 27, 2006 through Booking.
Due to some reason I canceled the order after 3 days, but when I received the bill I found Hotel de Cabourg already charge € 92 on Dec 27, 2006 from my credit card.
I have make several reservation through Booking before, never met such problem. I totally trust Booking and follow the correct policy about cancel reservation. I contacted the Booking and Hotel immediately, but I did not get any reply from hotel until now. The answer from Booking please find the text below:
%26quot;Thank you for taking the time to write us with your concerns regarding the fees charged to your card by Hotel de Cabourg. Please accept our sincerest apologies for any confusion or frustration that you may have experienced in using our services.
We have researched your concerns and contacted the hotel regarding your request.
You did follow the correct procedure by cancelling your reservation via the cancellation link to our website but according to the hotel, one night deposit was required from the hotel to guarantee your reservation for your Ambassy.
The hotel (Karim) told us that this deposit was agreed with you to be non refundable.
Karim will have a closer look to the reasons why they charged your the EUR 92.00 and will let you know if they agree to refund you.
If you wish to discuss the matter further, please contact the hotel directly since it is the hotel and not Booking.com who charged your credit card.%26quot;
%26quot;The hotel (Karim) told us that this deposit was agreed with you to be non refundable.%26quot;
When I saw this, I feel sick! Actually, I did not receive any email or phone call from the hotel as they said. Such excuse was definitely unacceptable. Before make a reservation I have checked the Booking and the website of the hotel, they absolutely did not mention this.
It%26#39;s a really bad experience for me, I am still waiting for the feedback of Booking.
Do not trust Hotel de Cabourg anymore! It%26#39;s my advice.
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Be sure to do a hotel review so this gets in the system and others are warned
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Why not contact them directly? Do they have that agreement in writing? Is it in fine print? They have to show you.
In the meantime, contest the charge with your credit card company.
Les
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I agree! Contact your credit card company with all the information. Do it via phone and also registered letter to dispute the charge.
Some credit cards have a deadline in which you can dispute the charge. Read the fine print some also require it in wrtting to them not only a telephone call.
The credit card usually will not pay the hotel or credit you back or charge you until it is resolved.
You can ask the hotel to prove their claim of contacting you by sending written proof and proof of your reply. Sometimes your credit card company will handle it for you.
Best of luck to you! I hope you will have it settled soon.
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