Thank you for your review and please accept an apology if our booking conditions have not been clear, as they are for most of our customers. However we find it strange that you question certain booking conditions, which you explicitly agreed upon by yourself when booking online the tour on our website. For the sake of truth I need to say that you were charged 300 Euros (150 per person) and not 400 Euros. But this is just the first of the misleading "facts" on your review.
You booked a self-guided your in Austria with us. Above all potential dates, available to book online on our website, it is clearly stated that "The dates as listed below do not correspond with real-time availability!". As an addition, during the booking process, you read and confirmed by yourself that the Important Instructions textbox saying that : "Note that we never check accommodations for availability in the first place, as by the time clients (potentially) decide to book, rooms may be gone. To start a reservation process, we require a deposit payment (150 Euros/person, payable online by card/PayPal). If there is availability we will let you know within a few business days (normally 3-7, rarely more if your booking is last minute, falls within peak season or involves hard to reach mountain accommodations). If there is no availability we will also let you know, and refund the deposits paid (minus 15 Euros/person for bank transaction charges)."
Although rarely, it happens that certain last minute bookings cannot be confirmed due to lack of availability. You were given the options to reschedule or change the tour which you declined. As a result 15 Euros per person fee were deducted when issuing your refund (needless to say the refund was done within 24hrs of cancellation). Obviously you do not realize that card processors charge taxes for each payment. Same for refunds. This is why we are forced to charge minimal respective fees too, meant to cover irrevocable expenses . Again I need to say that you agreed on these conditions when making the online booking. And posting misleading warnings to other customers is by no means fair given your own actions just a few days back in time. My advise, when having issues to understand and comply with simple booking conditions, is to contact the agency beforehand and make sure you understand them well before placing an order. This will save a lot of hassle at both ends.
With best regards,