We are a travel agency in Genova and in November 2011 we booked 5 rooms for 2012 Oktoberfest.
The 50% deposit was due on August 5th (to be debited to our credit card) and the settlement at clients’ arrival at the hotel.
The group cancelled the reservation, but we forgot to advise the hotel before the deadline for the payment (a mistake of ours). As soon as we realized the mistake, we tried to get a reduction of the penalty and ask to know until when the penalty remained 50% (as not specified anywhere) in order to resell the rooms to somebody else.
Despite several phone calls, we were not able to get this piece of information. For weeks we have been trying to talk to the director or somebody else in English without success. They answered in German only and we had to translate in German (though the confirmation was written in English!)
When we decided to cancel the rooms as they never answered to this question, the surprise was that they debited the 90% of the total amount of the stay to our credit card. They informed us about it – in German – only after the debit was made.
We are not criticizing the first debit (even if normally hotels are more understanding) but the second one..
It is the first time in all our 30-year-experience that it happened to us. Really very unprofessional. A piece of advice: never give your credit card details to the Maria Hotel in Munich!!!
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