The hotel first took the full amount for my long stay. Instead of holding/blocking the funds for the stay, the reception debited the full amount from my credit card. This was a shock that I discovered and reported the problem to the hotel reception. Then I was told that the transaction has been cancelled as the hotel made a mistake and the funds were returned in full to my credit card account.
At the time of check-out after nearly two-week business stay, the reception of the hotel charged me again for the full amount which I paid in good faith at this Intercontinental Hotel Group hotel (Crowne Plaza - 5 star). After leaving Nairobi, I checked my credit card account to find that the Hotel never refunded the first full payment back to my credit card account and gave false information. Further, based on this wrong information, they charged again for the full amount(basically I was charged twice the correct charges). I called the credit card company which informed me that the hotel never refunded the amount nor even cancelled the transaction they promised that they did. I am deeply worried as any one can imagine and stressed. Luckily, I retained the proof of payments to Crowne Plaza hotel but it is a hassel to call/write and follow-through for what should have been a normal stay at this 5-star Crowne Plaza hotel. My mistake was to accept the statement of the reception that the funds were returned which does not appear to be the case as per the credit card company. Overall a very sad experience.