Mat Meynell´s profile

Reviews (1)

Onhotels.com

V Poor

Booked the Hilton Hotel, wembley through on hotel, TOOK MY MONEY OUT THE BANK, they then told me they cant book it , so i have to wait for my money back. i am descraced that they took my money befor they can book hotels and now i have to wait for my money back

05 March 2012

Reply from Onhotels.com

Hi Mat. Sorry to read your experience with us wasn’t satisfactory. We apologise for any inconvenience the above might caused you.

I’ve had the opportunity to look at your case closely and talk with the person from our Customer Service Team that attended you over the phone.
It seems that for technical reasons your booking got “stuck” in our system (this is rare but it might happen from time to time). We didn’t take any money from your account, just a bank pre-authorisation; which means that the money was only “on hold” but untouched in your bank account. In less than 12 hours someone from Customer Service “rescued” the booking to try to confirm it. Unfortunately, the supplier that was giving us such a deal for the Hilton Wembley ran out of rooms at that price and the next available rate was more expensive; so you asked us to cancel the booking and we asked immediately your bank to “realise” that money.

Onhotels.com never take any money from our customers until the reservation is completely confirmed by the hotel.

Mat Meynell´s profile

profile image of Mat Meynell
Mat Meynell
Reviewer
1987
Haslingden, United Kingdom

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