I am writing here with a complaint against the inaction of booking.com and China Hotel Marriott in Guangzhou, China.
The point is that I booked two rooms in this hotel on October 18, 2013. Those were bookings for my colleagues who went to China for a business trip. I reserved the rooms via booking.com using my credit card but I indicated in the comments box that the guests would pay for their stay on their arrival by the card of one of the guests (it was written that it is possible to give my credit card number just as a booking guarantee).
Nevertheless, when the guests checked-in, I got a message on my mobile phone that China Hotel Marriott charged 1380 RMB from my card. I know that the whole cost of their stay was charged from Mr.Lipner's credit card at check-out. I immediately contacted booking.com and they assured me that this sum of money was not charged but was only “frozen”. They assured me that the money would be returned to my card within 35 days.
35 days passed and nothing happened.
I would like to point out that I am not a sheik’s daughter and not an oil tycoon to forget about this money. This is a big sum of money for me.
I contacted booking.com again who promised to settle the problem as soon as possible. We have been corresponding for almost three weeks already, but this correspondence gave no results. I provided booking.com with my credit card bank account statement which they asked for. It is clearly stated there that the money was charged by the hotel but it was never returned to me.
They also asked me to send them a scanned copy of the invoice which the guests received when he checked out of the hotel. However, I do not have this document because it was sent to our auditing company two months ago and there is no possibility to get it back. Anyway, I am absolutely sure that China Hotel has all records of the guests’ payments and it is not such a tall order to get it from them. Besides, it is written on booking.com that they have an office in Guangzhou, but for some reason they cannot send anyone to China Hotel Marriott to get the invoice and settle the matter.
They refuse to give my money back without the invoice which I am not able to provide through no fault of mine!
Now 2,5 months passed of wasted nerves and time. I cannot remain patient because any patience has an end.
- Official Description (provided by the hotel):
- Featuring 850 guestrooms, China Hotel, A Marriott Hotel presents a classic charm delicately blended with contemporary leisure and business facilities to make your stay the most pleasurable possible! Our dedicated chefs will take you on a culinary journey through Western and Asian cuisines to ensure that your business dinner or your family and friends gatherings meet everybody's expectations. With over 1200m2, our large meeting space is complemented by friendly and efficient service on offer from our banquet menu - enough to make every business event or social occasion an unparalleled success. Creating unforgettable moments by offering the highest service standards -"The Marriott Way." ... more less
- Reservation Options:
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- Also Known As:
- China Hotel Marriott
- Marriott Guangzhou
- Guangzhou Marriott