easyJet booked and paid for my hotel, but I was made to pay again at check-in
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I recently had my easyJet flight cancelled while I was at the airport. They rebooked me onto a flight from another city the next day, and booked a taxi for me to get there and a hotel for the night in the new city. When I arrived at the hotel in the taxi (it was around 12:30am) the hotel had a record of the reservation but said it was unpaid and I could either pay there and then, or leave the hotel. So, I had no choice but to pay using my credit card.
Now easyJet have refused to reimburse me for the hotel, as they said they booked and paid for it so I shouldn’t have paid anything. They are saying I must have accidentally booked a new room at the same hotel and effectively no-showed their own booking, therefore they paid for it anyway and are out the money. This isn’t correct, I’m sure that I stayed on their reservation (I know this because I asked for a copy of the folio at check-out and while it’s in my name, all of the address and email details are for an Expedia corporate booking that I couldn’t have made on the spot at the hotel).
I uploaded the folio from the hotel along with the credit card receipt as part of my claim, but easyJet denied it anyway as they said they had already booked and paid for my accommodation. So now I’m out the money for the booking, the hotel isn’t interested, the folio only shows my payment (it has the last 4 of my card on it, at least) and not any payment from easyJet or Expedia.
What can I do about this? The only idea I have is to chargeback the hotel, but the folio says I’m personally liable for the amount if the indicated company doesn’t pay. Any advice would be appreciated.
For what it’s worth, I’m sure the error was made at check-in. They flipped over the screen and it showed a balance of zero but they insisted this meant they had not received any money for the room. As soon as I tried to query this, they wouldn’t discuss further and insisted that I pay or leave.
Try speak to the hotel again. It’s likely they received a card number in the booking that they were supposed to charge. They should be able to retrieve this (either in their system or by logging into the Expedia owners portal) and charge that and refund you
I would just do a chargeback.
I would just do a chargeback.
Doubt that would be successful to be honest.
What country and city was this? It sounds a bit like a well trodden scam
I would just do a chargeback.
Doubt that would be successful to be honest.
I seriously doubt it wouldn’t be. OP even has written proof that the room had been paid for already, it’s not just his word.
Being double charged on something (usually by mistake) is quite a common matter to request a chargeback.I seriously doubt it wouldn’t be. OP even has written proof that the room had been paid for already, it’s not just his word.
Being double charged on something (usually by mistake) is quite a common matter to request a chargeback.Doesn’t seem to matter any more. In the past year I’ve contested 2 issues with Amex, one a double charge, submitted proof and was rejected. The second Amex actually printed the fake/unauthorised charge that was sent to them by Avis on the back of the rejection letter.
The false charge I contested under S75 with Barclaycard was completely ignored.
I would just do a chargeback.
Doubt that would be successful to be honest.
I seriously doubt it wouldn’t be. OP even has written proof that the room had been paid for already, it’s not just his word.
Being double charged on something (usually by mistake) is quite a common matter to request a chargeback.
@Rui-N – I think you misunderstand the nature of the chargeback process and what is within scope. While being double charged could engage a claim, that is only where a person’s card has been double charged which hasn’t happened here. In this instance the OP authorised the charge to his card and used the service for which he was charged, so has no basis for a chargeback. The issue needs to be resolved between the relevant parties – easyJet and the hotel without adding some red herring delay like a chargeback.Did Amex understand that if this was their final refusal and if they could not explain why they ignored the evidence, you were going to take it to the FOS ? 🙂
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