OMG I am so angry right now.
I will just put down the order of the emails since our booking was made on the 28th of May.
Dear Mr. .....
We have received your new reservation #HKGSFRVG for 1x Luxury Room Plunge Pool with Twin Bed on 16-24 July 2019, and we have successfully charged the payment from your credit card (Visa 4 last digits 0544), thus this reservation is now guaranteed. Our local bank requires you to present the original card upon arrival for verification purpose.
And we have cancelled the reservation #HKBSHFFB accordingly with the cancellation number #7127
Mr. ...., we are looking forward to welcome you here at Sofitel Bali Nusa Dua!
Kind regards,
Helga
Dear Mr.....,Kindly to inform we have received the Visa under your name thus we have charged the credit card as it is the same name as the reservation, however should the credit card belongs to your wife, thus please to proceed the payment once again through below link:
Once the payment has been made, we will refund back the credit card for the payment we have charged manually, the process will take approximately 15-21 working days.Mr. ....., looking forward to hear from you soon.
Kind regards,
Helga
My reply just a few days ago...
Good evening.
We decided we will pay directly when arriving at the hotel as it is too complex to sort out now. Then you can refund the previous amount.
Best regards
Tristan Merrin
Personally considering they have said they successfully charged the credit card before I thought well not a problem or they would tell me otherwise.
Instead I see this.
Dear Mr....,
Bonsoir! Selamat malam!
Thak you for your email and we would like to inform you that your booking is non refundable booking. Thus, we require full payment upon make a booking. Regret to inform you that your booking has been autmatically cancel by our system on 28th May 2019 due to we did not receive any response from you and we unable to charge the credit card given.
Thank you for your attention and please feel free to contact us should you require further assistance.
Kind regards,
Dian
Wow. And this hotel is just about fully booked during these dates so not only did they cancel the booking I cannot rebook it. I think what they did was wrong. Any suggestions? I tried ringing the local hotline number in China but seems to always hang up on me. Can Amy help? It is really urgent though. We have already booked flights for this holiday only to be treated like this.
Shocking I think.
I tried 3 different customer support numbers they are supposed to be 24hrs 7 days a week. 30-50 seconds in it always hangs up.