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Cancellation problems?

Tyne and Wear...
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87 reviews
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Cancellation problems?

Largely as a result of the good reviews on this site we booked to go to Granat Schlossl in Obergurgl with the family and took out their suggested insurance, but unfortunately our (grown-up) daughter got pneumonia so we couldn't go. We weren't able to get a refund from the Granat Schlossl, who insisted that we pay in full and assured us that we would to get the money back from the insurance company. Although we had a medical certificate for my daughter this was not deemed to be sufficient by the insurance company. They required a cancellation receipt from Granat Schlossl. Despite numerous phone calls to Granat Schlossl and the Obergurgl tourist office we never managed to get the required paperwork from Granat Schlossl – in fact it was extremely difficult to get any kind of response. The best we got was a suggestion on one of the few occasions that we got an answer on the phone that we modify an email and pretend it came from them. Having spent hours on the phone and writing emails and letters that never got a response, we've given up – the insurance company didn’t accept our claim, and were not prepared to give us anything back. It seems they take a large percentage (20%) anyway. So we are over 1600 euros worse off and never got our holiday. The people in Granat Schlossl always appeared very pleasant on the odd occasion when we did manage to talk to them, but never delivered the required documentation. Since we had paid in full and booked a good family room that we were never able to use, it doesn’t seem too much to expect them to provide a letter to say that we did not come.

Vienna, Austria
Destination Expert
for Vienna, Austria, Innsbruck
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22,895 posts
29 reviews
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1. Re: Cancellation problems?

Keep on trying!

Munich, Germany
Destination Expert
for Munich, Bali
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11,052 posts
76 reviews
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2. Re: Cancellation problems?

Some people on TA have often been maligned by other members when they complain about high cancellation fees etc and these same people often say "why didn't you take out insurance".

You did everything right and have been seriously let down by the Hotel. If the Hotel sold you the insurance that is even worse "something is rotten in the state of Tirol"

Who sold you the Insurance - was it the Hotel itself. If so it is extremely "smelly".

Does your policy state that you require a statement of cancellation from the Hotel.

Did you notify the Hotel of cancellation by e-mail.

You can only keep trying as Mikey suggested.

You could email the Hotel again "reference your cancellation" and enquire as to why, despite numerous requests the Hotel will not provide you with confirmation of your cancellation.

If this is unsuccessful perhaps a letter of complaint to the Tourist office stating that the Hotel refuses to provide you with a confirmation of cancellation.

Bad Ischl, Austria
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3,690 posts
47 reviews
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3. Re: Cancellation problems?

If the Hotel provided the insurance then it has a really bad smell about it.

I would find out which Gemeinde Obergurgl falls under and complain to them.

Or first try a threat to the Hotel that you are going to report them to the Gemeinde.

Munich, Germany
Destination Expert
for Munich, Bali
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11,052 posts
76 reviews
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4. Re: Cancellation problems?

Or alternative tell the Hotel, or maybe at first the Tourist office in Obergurgl, you will have to report both the Hotel and Tourist office to the WKO Hotellerie Fachverband and WKO Sparte Tourismus und Freizeitwirtschaft

This is in german but there is an email and number

portal.wko.at/wk/startseite_dst.wk…

and Contact details for Tourism department for Tirol

portal.wko.at/wk/startseite_dst.wk…

The WKO is the Austrian chamber of Ecomonics

portal.wko.at/wk/startseite_dst.wk?dstid=9495

5. Re: Cancellation problems?

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