Before the negatives, let me begin by stating how much we enjoyed our time at the Certosa Hotel. As I'm sure you know, it is located on the quiet island of Certosa and is perfect to get away from the hustle and bustle (and occasional flooding) of Venezia.
The hotel is very clean and appears well maintained throughout. Our room was spacious and contained a large bed which was absolutely fine for a couple of nights. A PC is available free of charge so that you can book those all important Gondola rides; a must! Overall, we were very pleased with the accommodation as a whole.
However, financially, it was an absolute nightmare. We booked through booking.com, used a debit card (yes, I know) and were given the option of payment choice on checkout. I selected cash. I was extremely frustrated to see that a pre-authorisation check for 95€ was made on made account a week prior to arrival. I asked the hotel to cancel this and it puts a block on the funds in your account; they denied. Coincidentally, this block was put on prior to the expiration of my free cancellation period. I was clearly not happy. An acknowledgment of some sort or a request would be expected but this was not the case.
Skip forward a week... we checked out and paid the bill. I was told that the per authorization would be cancelled. Arrived home, checked my bank two days later and guess what? That's right, still down 95€.
A lengthy conversation with the bank reveals that the only people to cancel this are the hotel. So, back on the phone making another international call to the hotel... they state that they will cancel it and send a confirmation email. No apology, nothing. Simply, not acceptable.
An absolute shame as it ruined what was otherwise an enjoyable stay.
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