Based upon the positive reviews posted here, we booked a room for three nights in the usual manner and expected a confirmation of our reservation, again in the usual manner. For whatever reason, missent email response or some other mistake on the part of the hotel, we never received a confirmation. In our back-and-forth emails the hotel acknowledged that we had never received any confirmation of our reservation.
Lacking this, we booked at another hotel for the three nights. We were then surprised and, frankly, outraged when El Convent charged our credit card for the nights that had been booked but not confirmed. The hotel has claimed that confirmation is unnecessary. We strongly disagree, and have never experienced a situation like this in the past.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Report response as inappropriate
I like them or not the criticism that our customers posted on tripadvisor, I respect them, and I do not usually answer them, I take note of them in order to improve.
I wanted to remind the reality happened
You made a reservation on our website, the booking engine will confirm the reservation and you could print it, also a confirmation email was sent to the address that you indicated during the process.
The day of your check in, you had the room you have booked and you did not show, we didn’t receive any notification from you and we kept the room at your disposal, therefore, we couldn’t sell the room. Finally you didn´t showed up in the hotel and, in application to the cancellation policy, we charged the room.
Then you asked for us to refund you money back, explain different reasons and one of them was that you did not receive the confirmation by email. We did not agree to refund your money back and you threatened us to publish in different travel forums that we are worst of the worst, and finally, you have posted the worst possible criticism in Tripadvisor.
I'm so sorry about what happened, it is not our intention to keep the money from anyone, we are always looking for a solution to any problem, but I do not tolerate threats, and after the threat that you did to us, we must keep to the terms of cancellation policy being aware that you would advertise your criticism.
It is a matter of principles
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.