2/10 Poor
29 Aug 2023
Appealing Treatment by hotel staff
have a complaint to make. I booked a 4 night stay in Amsterdam, Hotel Arena Towers Holiday Inn Express 17-20 August inclusive. At the time of booking I paid a deposit of 96.19 Euros, I have evidence of it going out of my bank account to HXpayments.com for £76.55 sterling on 28 July 23. On checking out of the hotel yesterday, they insisted that I still owed 92.74 euros. They kept us there captive like prisoners for 2 hours whilst they tried to sort it out. They agreed in the end that it was their error and let us go. I find today that they have taken £79.38 out of my account which I would imagine equates fo 92.74 euros.
I am appalled at my treatment at the hotel, making to wait for over 2 hours whilst they didn’t manage to sort it out. Then to let me go and take the money out today, it is disgusting. I have already paid the deposit of 96.19 euros, I have it in paper copy on a payment detail sent by yourselves.
I really need you to sort this out and I need reimbursing with the payment of £79.38 which has been taken out today. I would also like some compensation from the hotel as we missed our river cruise in Amsterdam yesterday due to being made to sit there whilst they failed to sort this out.
I am attaching a pdf of the transaction for £76.55 which was the deposit paid on Friday 28th July 23, this is what is showing on my bank account, however the booking was made on 26 July and I presume it took 2 days to show in my account.
I hope to hear from you
Karen
Karen, 4-night trip with friends
Verified Hotels.com guest review