Mark Reiken´s profile

Reviews (1)

Onhotels.com

IF IT SOUNDS TO GOOD TO BE TRUE - IT PROBABLY IS!

DO NOT book with this website!!

I booked the Shangri- La in Sydney Australia April 2013 through Onhotels.com. The funds for the entire booking amount were immediately frozen. Onhotels then emailed me to advise that the great deal they advertised could not be confirmed as the Shangri- La had since sold out of rooms (even though other websites were advertising rooms available at this hotel).
I then phoned Onhotels to organise another hotel, at that time i was advised "there were no other 5 star hotels available" they suggested a 4 star hotel which was significantly cheaper than the first booking. I was advised by Amneet that the difference would be refunded to my card. NOT TRUE - they then went ahead and charged my credit card a second transaction for the 4star hotel.

So my card has been charged with 2 bookings. I have made several calls to the company and sent several emails with no resolve, seems there is no customer service manager or anybody else other than AMNEET to speak with. Amneet simply insists that there has been 2 charges made. Despite confimration from my bank and proof of bank statement that the 2 charges have been made.
I have referred the fraudelent second charge to my bank

Anesa found this review useful

10 April 2013

Reply from Onhotels.com

Hi Mark. Sorry to read your experience with us wasn’t satisfactory. We apologise for any inconvenience the above might have 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, which have contacted you again a few minutes ago to clarify the issue.

It seems that for technical reasons your booking got “stuck” in our system (this is rare but it might happen from time to time) and we couldn’t confirm your booking at the Shangri-La. Please, bear in mind that we don’t have all the available rooms for our hotels. That’s why you could see still availability in other websites.

As we have explained you, 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. Unfortunately, some entities show this pre-authorization as a charge in the statements.

We couldn’t make a refund of that money because we have never took it and we were not authorise to do it (as we couldn’t confirm your initial booking). If you request it, we can send you a proof that we released the pre-authorization immediately after we couldn’t confirm your room in the Shangri-La. From that moment, your bank should make that money available immediately; although we are aware that some banks hold that money for a certain period of time.

So we have charged your card only once: for the second hotel. No refund can be done when the money hasn’t been taken. Onhotels.com never takes any money from customers until the reservation is completely confirmed by the hotel.

Please, accept again our apologies. Don’t hesitate to contact our Customer Service Team if you need further assistance.

Mark Reiken´s profile

profile image of Mark Reiken
Mark Reiken
Reviewer
1969
Melbourne, Australia

About