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

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