Dear Sirs,*Re: Reservation No.: ****.***.***, PIN Code: *****The stay in the Hotel Neo...

GetHuman4423095's Refund My Booking issue with Booking.com from March 2020

Help with my Booking.com issue
Top Tip from another customer
If Booking.com calls the hotel, and the hotel denies the refund, you can always call the hotel directly yourself to make your case for a refund.
The issue in GetHuman4423095's own words
Dear Sirs,*Re: Reservation No.: ****.***.***, PIN Code: *****The stay in the Hotel Neo*Penang - double-bed room Standard (No. ****) for * nights (from ** Jan. **** to *nd Feb. ****) was paid twice and the refund, which was repeatedly promised to be made by resective account manager when we were leaving the Hotel, has not been effected up to now (please see details in the below e-mail correspondence sent to the above Hotel, which remained without any response or reaction whatsoever from the Hotel). For this reason, I am turning to you with a request for a help in solving this unpleasant unexpected problem.*In case of a need, I can provide you with further information (e.g. with enclosures sent to the Hotel which I am not enclosing in this report). *Thank you very much for your kind information on the result of your checking and help respectively. *Jan Kouba******@***.com**---------- P*vodn* e-mail ----------*Od: Kouba** *K*****@***.com**Komu: *****@***.com*Datum: **. *. **** **:**:***P*edm*t: Reservation No. ****.***.*** - part * (enclosures * - *) - Claim for refund due to double payment*To the kind attention of:*Management of the Hotel NEO*Penang, ** Jalan Gurdwara, ***** Georgetown, Malaysia*Dear Sirs,*We are turning to you with a kind request to solve a problem as described below. *It has been * weeks now since we left your Hotel NEO * Penang. We stayed * nights (**th Jan. - *nd Feb. ****) in the room No. **** and, unfortunately, the payment for our stay, i. e. in the amount of ***.** MYR, was made twice, and, though promised by the account manager of your Hotel (a lady), the refund has not been made up to now. *The facts (please see enclosed relating documents as evidence), in short, are as follows: *- The reservation of the above stay under No. ****.***.*** for * persons (see enclosure) was made through Booking.com with the credit card of Raiffiesenbank No. ***** (card holder: Jan Kouba)**- On arrival at the Hotel on **th Jan. **** the payment of the amount of ***.** MYR was made with the debit card of Revolut No. ***** (card holder: Zdenka Kysela) (see enclosures: Tax Invoice No. ******** incl. Customer Copy of ******** and photocopy of Revolut account statement in CZK, issued on **.*.****, confirming the withdrawal of the amount of ***.** MYR on **.*.**** as transaction to HOTEL NEO*)* *- On ********** we received a *Guest Message“ from the Assistant Front Office Manager (see enclosure) expressing an apology that on ********** wrong credit card had been charged - during the personal meeting at the Hotel Reception the credit card of Raiffiesenbank No. ***** was checked in order to confirm that this credit card had been actually used when making the above reservation of the stay in the Hotel NEO * Penang (see enclosures: Customer Copy of ******** incl. Tax Invoice No. ********)* * *- At the same time, based on the above Guest Message, we found that, meanwhile, the payment of ***.** MYR had been already made, i. e. this amount was withdrawn from the above credit card of Raiffiesenbank No. ***** on **th Jan. (see enclosures: photocopy of SMS-report from my mobile confirming that the transaction of ***.** MYR was effected on **.*.**** and photocopy of RaiffaisenBANK account statement for the credit card of Raiffiesenbank No. ***** for the period **.**.**** – **.**.**** confirming the withdrawal of the amount of ***.** MYR as payment to HOTEL NEO* GEORGETOWN) – it meant that a double payment for our * nights stay in the room No. **** had occurred. This fact was also admitted by the account manager of the Hotel (a lady) with the conclusion that the payment with the above debit card of Revolut No. ***** will be returned.*When we were departing from the hotel, i.e. on *nd Feb. **** a.m., we were repeatedly assured by the account manager (a lady) that the Hotel NEO * Penang had arranged for the refund of ***.** MYR and that this amount would be returned to the above debit card of Revolut No. ***** and that such a transfer might take some time, even up to * weeks. *Unfortunately, now it has been * weeks from our departure date from the Hotel NEO * Penang and no refund of the above amount of ***.** MYR to the debit card of Revolut No. ***** has been effected. The matter is still pending and we cannot understand what the reason is for such a delay in effecting the refund. *For this reason, we are turning to you with a request to check the state of the above refund and arrange for respective action to be taken that the matter could be closed. *In hope to hear from you soon in the sense of a positive news, we remain, Dear Sirs,*Yours sincerely, *Guests in the Hotel NEO * Penang: *Jan Kouba, e-mail: *****@***.com *Zdenka Kysela, e-mail: *****@***.com**---------- P*vodn* e-mail ----------*Od: Kouba** *K*****@***.com**Komu: *****@***.com*Datum: **. *. **** **:**:***P*edm*t: Reservation No. ****.***.*** - part * (enclosure *) - Claim for refund due to double payment*To the kind attention of:*Management of the Hotel NEO*Penang, ** Jalan Gurdwara, ***** Georgetown, Malaysia*continuation of the e-mail sent today at **:**.hrs (Prague time).*Guests in the Hotel NEO * Penang: *Jan Kouba, e-mail: *****@***.com *Zdenka Kysela, e-mail: *****@***.com**---------- P*vodn* e-mail ----------*Od: Kouba** *K*****@***.com**Komu: *****@***.com*Datum: **. *. **** **:**:***P*edm*t: Fwd: Reservation No. ****.***.*** - part * (enclosure *) - Claim for refund due to double payment*To the kind attention of:*Management of the Hotel NEO*Penang, ** Jalan Gurdwara, ***** Georgetown, Malaysia*Dear Sirs,*We are referring to our previous two e-mails sent to you on **rd Feb. **** incl. enclosures * - * and ask you kindly to confirm that you have received those e-mails and your kind response to us can be expected. We suppose that by today*s date you could have checked the matter concerning the refund of ***.** MYR to the debit card of Revolut No. *****. Up to now no refund of this kind has been registered on this debit card.*If no action in the matter is taken from your side or, in particular, no refund of ***.** MYR to the debit card of Revolut No. ***** is effected by Friday **th Feb. ****, we will have no other option that to turn to Booking.com for a help in settling this rather unusual and uncomfortable situation in the double payment for our stay in your Hotel.*Hoping in a reasonable prompt action on your part to reach a satisfactory solution of the matter.*Yours sincerely,*Guests in the Hotel NEO * Penang: *Jan Kouba, e-mail: *****@***.com *Zdenka Kysela, e-mail: *****@***.com

GetHuman4423095 did not yet indicate what Booking.com should do to make this right.

How GetHuman4423095 fixed the problem

We are waiting for GetHuman4423095 to fix the problem and share the solution with the rest of us customers.

Do you have a customer issue as well?
We can help you get Booking.com's attention and get better help faster. Tap below to get started.
Having Booking.com issues too?
Get tips from pros & other customers, and get it handled faster:
For better results, write at least 100 characters
This email address isn't valid

Booking.com

Refund My Booking issue
Reported by GetHuman4423095
Mar 4th, 2020 - a year ago
Fixed
Seen by 25 customers so far
Similar issue to 13163 others
0 customers following this
Items needed
Name on the booking
Booking reference
4 digit PIN

Timeline

GetHuman4423095 started working on this issue
Mar 4th, 2020 12:09pm
GetHuman4423095 confirmed the issue is fixed. Hooray!
Mar 4th, 2020 12:22pm
GetHuman4423095 indicated the issue is not fixed yet.
Mar 4th, 2020 12:23pm
GetHuman4423095 indicated the issue is not fixed yet.
Mar 4th, 2020 9:21pm
GetHuman4423095 confirmed the issue is fixed. Hooray!
Mar 5th, 2020 12:49pm
GetHuman4423095 confirmed the issue is fixed. Hooray!
Mar 6th, 2020 9:19am
GetHuman4423095 confirmed the issue is fixed. Hooray!
Mar 7th, 2020 4:13pm
GetHuman4423095 confirmed the issue is fixed. Hooray!
Mar 9th, 2020 8:01am
GetHuman4423095 confirmed the issue is fixed. Hooray!
Mar 9th, 2020 10:56am
GetHuman4423095 confirmed the issue is fixed. Hooray!
Mar 10th, 2020 10:22am
GetHuman4423095 confirmed the issue is fixed. Hooray!
Mar 12th, 2020 10:01am

Moving? Set Up Services in 1 Call

Call our Free Concierge and we will compare service and plans in your new home area and schedule all setup for the same day- free of charge! Get a better deal on all your services in 1 call, and let us make scheduling easy for you.

Call Free: 888-959-6783Our service is unaffiliated and thus can compare plans across many providers and schedule multiple technicians