Originally Posted by
CanadaDH
This doesn't sound like a SNU problem to me. It sounds more like a general booking problem. It sounds like they somehow didn't apply the payment to the booking properly, and the fact that a SNU is involved I don't think has anything to do with it.
What I'm most confused about, is you say they have given you back your SNUs, but have not cancelled the booking? I would have only thought the SNUs would be refunded with cancellation of the booking. If you can manage to sort out the fact that you've paid (which you should easily be able to prove), and you should get that money back. Assuming that part works out, you might come out ahead here, getting to still use your booking with the suite upgrade, and also get to use your SNU again on another booking. Or did they adjust the rate on the booking, and are expecting you to now pay the full suite price without the SNU discount?
The latter is the case. The rate in the booking is now showing the full rate for a Junior Suite. Hence the price difference I am being asked to pay. There is no question on their side that I have paid for the booking. But since I obviously paid for a lower room category due to the SNU and not the full rate of a Suite, I have gone from "nothing to pay at the hotel" to several hundred Euros to pay.