Booked flexible (pay at hotel) rate but charged at time of booking?

[Mitzel27]

I recently booked some accommodation for Bangkok for September, and deliberately booked the flexible rate (free cancellation and pay on arrival at hotel). Booked through the Accor website. Was frustrated to see the next day that the complete amount had been charged to my credit card at the time of booking. All the reservation information I have says it will be charged at the hotel so the only evidence I have is my credit card record.

I have contacted Accor through their web request form - no response. I have called Accor and I believe spoke to someone at the hotel reservation who assured me it would be refunded and I would receive email confirmation of that, but no refund has come through (or any confirmation). I have emailed the hotel and Accor customer care but no response to my email, let alone a refund.

My next step is to initiate a chargeback through my credit card company, but just wondering if anyone can suggest anything else I can try through Accor?

I am Accor Plus Gold, although this shouldn't matter.

 

[eric2011]

I recently booked some accommodation for Bangkok for September, and deliberately booked the flexible rate (free cancellation and pay on arrival at hotel). Booked through the Accor website. Was frustrated to see the next day that the complete amount had been charged to my credit card at the time of booking. All the reservation information I have says it will be charged at the hotel so the only evidence I have is my credit card record.

I have contacted Accor through their web request form - no response. I have called Accor and I believe spoke to someone at the hotel reservation who assured me it would be refunded and I would receive email confirmation of that, but no refund has come through (or any confirmation). I have emailed the hotel and Accor customer care but no response to my email, let alone a refund.

My next step is to initiate a chargeback through my credit card company, but just wondering if anyone can suggest anything else I can try through Accor?

I am Accor Plus Gold, although this shouldn't matter.

Has it actually gone through or is it showing on your cc as pending. Sometimes they do a pre-auth to ensure your card details are legitimate

 

[sudoer]

Call this number to get straight through to an ALL Customer Care representative

+61 2 8023 8523

(This is an ALL Plat/Diamond number I've been given in the past but they've been happy to answer my calls since I fell back to Gold this year)

 

[Mitzel27]

Has it actually gone through or is it showing on your cc as pending. Sometimes they do a pre-auth to ensure your card details are legitimate

I was hoping it that might have been the case and it would drop off but no, they have charged the full amount.

Post automatically merged: Aug 4, 2024

Call this number to get straight through to an ALL Customer Care representative

+61 2 8023 8523

(This is an ALL Plat/Diamond number I've been given in the past but they've been happy to answer my calls since I felt back to Gold this year)

thank you! I will try this.

 

[MEL_Traveller]

If it has been fully charged, I can guarantee they won’t be refunding it and sending you an email as per the call center’s advice!

 

[Aussie_flyer]

I'd be cancelling an instigating a refund and booking elsewhere. Hotels stuffing around with charging cards without authority are a big reason to not stay with them in my book.