How to Get a Refund from a Hotel Business

bozter on 22/12/2021 - 11:26
Last edited 22/12/2021 - 13:01 by 1 other user

Hi all,

We stayed at a hotel apartment during Covid in Macquarie Park earlier this year. We stayed there for nearly 8 weeks. The staff were very helpful. They were a little bit pushy about payment even though I paid them on time every time. We negotiated our stays two weeks in advance and they'd raise the invoice a week in advance, and I'd pay them a week in advance.

On the last week of our stay I had to extend our stay by couple of days and called the manager to extend our stay. All was well except I was overcharged. Previously they'd issue me an invoice and I would pay. This time they charged my credit card without even asking me. I followed up with them and they realised they made a mistake and they would refund me immediately. This happened in late August.

Every time I call them they pretend as if they would process the refund within minutes. Then I don't hear from them. I would have called them over 20 times! The last time spoke to the manager was a week ago. He promised to process the refund on the day. Nothing happened for three days so I messaged him. There was no response. I called him today as the refund still hasn't come through yet. My calls went straight to voicemail. I called the office and they said he was busy on the field!

What can I do? It's not a big amount. But I'm pissed off by their behaviour. When they wanted my business they were super nice. The moment I checked out, they didn't want to hear from me! This is very poor customer service.

Thanks

Travel

Comments

  • brendanm on 22/12/2021 - 11:28
    +14

    Chargeback. Charge not authorised.

    • bozter on 22/12/2021 - 12:06

      Can I charge back after so long? It's been more than 4 months

      • Antares on 22/12/2021 - 12:49

        Usually 4 months. You should have done a charge back months ago.
        I would still try, and if you can't issue one online try calling your issuing bank to see if they can do one over the phone if you explain what has happened.

      • brendanm on 22/12/2021 - 13:01
        +2

        Depends on who you have the card with. Call them and explain the situation.

      • bozter on 22/12/2021 - 19:38

        I'm with 28 degrees

        I'll call them up.
        Thanks

      • Forkinhell on 23/12/2021 - 11:02
        +1

        That sounds like Booking.com.
        I could not cancel a booking 20 mins after making it, even though the booking was 6 weeks away.

        I found out, on Google Earth, that the nearest parking to the apartment in Dijon, France was 400m away, and we would have to carry 4 suitcases + hand baggage to the apartment (my wife was 68 and I was 72).

        I would never use Booking.com again.

    • HeWhoKnows on 23/12/2021 - 11:15
      -2

      Incorrect!
      OP did stay there and was charged accordingly
      Charge is hence AUTHORIZED

      The dispute is as to the amount only.

      Unfortunately as there is no invoice, OP has NO EVIDENCE that he was over-changed

      • brendanm on 23/12/2021 - 12:16

        Charge is hence AUTHORIZED

        Op says -

        This time they charged my credit card without even asking me

        Lrn2read

  • payton on 22/12/2021 - 11:31
    +5

    Send the transcript of the effort you did to resolve this to your bank and chargeback. You've been more patient with the hotel than the average person.
    Don't delay

  • Ocker on 22/12/2021 - 11:38
    +4

    Make sure you leave them an appropriate Google, Tripadvisor etc review.

    • bozter on 22/12/2021 - 12:06

      I definitely will

  • Mokr on 22/12/2021 - 12:11

    go to the next level manager etc.

  • pharkurnell on 22/12/2021 - 12:20
    -1

    We stayed there for nearly 8 weeks

    Who stays in a motel for 8 weeks?

    • Powershopz on 22/12/2021 - 12:35
      +2

      Very common -

      House was damaged due to xyz event - person needs accommodation while their house gets fixed by insurance.
      State relocation - got an immediate start for a job in another state but don't have a house yet - staying in a hotel for 1-2 months until the person finds a permanent place to live
      Temporary project work - Person flies in from overseas/interstate to roll out/help with a specific project where they need to be on site for 1-2 months.

    • Mokr on 22/12/2021 - 12:43
      +1

      rather stay at a air bnb/ service apartment

    • bozter on 22/12/2021 - 19:38

      Relocation and lockdown

  • 7ekn00 on 22/12/2021 - 12:34

    Chargeback and let them chase you for the 2 days extra, divert all their calls to voicemail for extra lols

  • holdenmg on 22/12/2021 - 13:09

    Bikies?

  • Baysew on 22/12/2021 - 13:15
    +2

    Was the manager's name Armond?

    • payton on 22/12/2021 - 13:23
      +1

      don't let him near your suitcase when he's all alone

      • FiDad on 22/12/2021 - 13:55
        +1

        Also dont let him get near your pinapple knife

  • MontyMacaw on 23/12/2021 - 08:55
    +1

    Basil is obviously busy with O’Reily having alterations done. Polly is covering for Basil. Talk to Cybil. Don’t even try to get any sense out of Manuel. Also don’t mention the war!! I’d did but I think I got away with it.

  • Myone888 on 23/12/2021 - 10:59

    Some people are like that smiling when they need things from you but their face turn black when a request is made from them! That’s life

  • bozter on 24/12/2021 - 10:48
    +1

    I have lodged a dispute. Let's see what happens

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