A €200 deposit was taken from my account, but I have only received €100 back. I contacted the receptionist to ask for an explanation, and I was told that there had been a mistake by the hotel staff involving the charge for one night and that the incorrect amount was supposed to be refunded. However, despite this explanation, I have still not received the remaining €100.
What is even more concerning is that the receptionist who handled my payment did not clearly explain that a mistake had been made when taking the money from my account. I should not have to repeatedly contact the hotel to recover money that was incorrectly charged.
This situation is extremely disappointing and has seriously affected my trust in your hotel. I expect a hotel to handle guests’ money accurately, transparently, and professionally. When money is taken incorrectly and not returned as promised, it raises serious concerns about the hotel’s financial practices.
I am therefore requesting:
1. A clear written explanation of why €200 was taken from my account.
2. An immediate refund of the remaining €100 owed to me.
3. A detailed breakdown of the charges and refund made to my account.
4. An explanation of how this mistake occurred and why it was not properly communicated to me.
I consider this matter very serious. I expect the hotel to resolve this promptly and provide confirmation once the remaining €100 has been refunded.
If this issue is not resolved, I will consider escalating the matter through t