We haven’t even arrived yet and the experience thus far is horrendous! Booked two rooms at the beginning of the year for end of year stay. Two months to go and one room gets cancelled. Missing details. No option to correct. I was told to book again! I contacted global reservations team who gratefully contacted the hotel and told them it was their fault and incorrectly cancelled without contacting me. They were told to reinstate my booking. Done. Then they charge my card! I had a pay on the day flexible rate. Takes few days and that’s reversed. Two weeks to go and they double charge my card. Contact them and it’s a pre auth charge. They were supposed to do it once but did it twice by mistake! And it will all get released two weeks AFTER our stay! Book flexible rate. Arrive. Pay. Simple. Or not.
Update to response below:
Guy - yes, I booked two rooms and updated the second room to the person staying in it. You cancelled the second room without contacting me. After calling the hotel the staff refused to reinstate my booking. But global reservations contacted you and asked you to fix it. They acknowledged it should not have happened.
Response from the property
Dear Krushan,
We would like to clarify a few points regarding your reservation.
The initial cancellation was made because the name on the reservation did not match the name on the credit card and the email address provided. For security reasons, we had to cancel the booking.
As stated in the reservation conditions, a valid credit card is required to guarantee your booking. We therefore attempted a pre-authorization to verify the card, but the first attempt was unsuccessful. We then offered to send you a payment link to secure your reservation. After completing the payment, you requested a refund as you no longer wished to proceed with it, and we of course processed the refund.
Two weeks before your arrival, we carried out another pre-authorization to guarantee your reservation, in accordance with the booking conditions. Although two attempts were made, the first one was unsuccessful and only the second was approved. We have already provided you with the receipts showing the outcome of both transactions.
The successful transaction is a pre-authorization, not a payment, and the amount will be released automatically after check-in and payment, although the time required for the funds to become available again depends on your bank.
We understand your frustration regarding the temporary hold on your funds. However, your reservation remains on a pay-at-the-hotel basis, and the pre-authorization is simply a security measure to guarantee your booking.
Best regards,
Guy
Front Desk
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