Novotel LIsbon, problem with refund

Old Jun 9, 2021, 2:32 am
  #1  
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Novotel LIsbon, problem with refund

Hi all,

I have a problem with Novotel Lisbon. I booked a stay at 13.3.2021 for our holiday in July. It was prepaid price but book with confidence sales conditions, which mean free cancellation up to 3 days prior to arrival.
I cancelled this reservation at 18.5.2021.
They hotel hasn't returned my deposit 379. I've sent 5 mails to them but the hotel has ignored those mails completely. I haven't got a single response.
What should I do?
Could some one help me with this case please.
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Old Jun 9, 2021, 2:35 am
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What did they say when you called the reservations number?
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Old Jun 9, 2021, 2:42 am
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I cancelled the reservation via websites and then I've just written mails, my spoken English is that bad that it is much easier just write.
I have written mails to address [email protected], which should be valid address to front desk and as well few mails to [email protected] which should be straight address to hotel's GM.
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Old Jun 9, 2021, 2:53 am
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I also had problems with "book with confidence" rates last year : it took up to 6 weeks to be reimbursed after cancellation.
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Old Jun 9, 2021, 2:54 am
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Originally Posted by BorussiaPool
I cancelled the reservation via websites and then I've just written mails, my spoken English is that bad that it is much easier just write.
I have written mails to address [email protected], which should be valid address to front desk and as well few mails to [email protected] which should be straight address to hotel's GM.
Except it doesnt work like that. Hotels are generally terrible with emails. Just call.
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Old Jun 9, 2021, 5:10 pm
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I have noticed more and more that hotels do not monitor emails anymore or poorly. As others have said : call.
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Old Jun 9, 2021, 11:40 pm
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Originally Posted by Goldorak
I have noticed more and more that hotels do not monitor emails anymore or poorly. As others have said : call.
It's a really terrible development, but I always thought it is an issue that is only existing in China. Except of Sofitel hotels here, all other brands I encountered had some hotels that did not respond emails or where even the email address on the webpage was invalid (incl. Fairmont & Banyan Tree).

So when I do not get response answer to an email within one day, I call the hotel and ask if they received it. Usually not, and usually I am provided with a personal email address of the employee (just happened again yesterday with a booking for a Novotel).
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Old Jun 9, 2021, 11:49 pm
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Originally Posted by Goldorak
I have noticed more and more that hotels do not monitor emails anymore or poorly. As others have said : call.
A perfect time not to communicate with your existing or prospective customers. Just perfect. It's almost like they don't need any income.... Oh wait, we are in the middle of a pandemic that almost wiped out the hospitality business. How hard is it to have someone monitor an email account?
hotel_user likes this.
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Old Jun 10, 2021, 12:13 am
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Originally Posted by starflyergold
A perfect time not to communicate with your existing or prospective customers. Just perfect. It's almost like they don't need any income.... Oh wait, we are in the middle of a pandemic that almost wiped out the hospitality business. How hard is it to have someone monitor an email account?
Harder than you think, for the way most hotels operate.
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Old Jun 10, 2021, 4:38 pm
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Do a charge back on your card.
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Old Jun 19, 2021, 5:26 am
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Pretty amazing but I finally got help from All Accor customer support and the money has been returned to my credit card.

For me this was a first time that the hotel completely ignore all the emails. Sometimes some hotel may not have responded to the first email but the second one 100%.

And advices that call them don't help much if I wrote that I don't speak English. I'm Finnish, we don't like small talk. Normally if we say something we really mean it.
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