Check your credit card afterwards
Posted 20-Apr-2017 on Hotels
Following the last 2 times I stayed at this hotel, I noticed that the hotel had charged mystery amounts to my credit card, even though I'd paid in full in advance (and despite front desk confirming there were no extra charges when checking-out).
Upon further investigation, the hotel told me these charges were because they couldn't cancel the credit charge pre-authorisation without making a small charge. I find this very hard to believe, and have never experienced this at any of the other hotels I've stayed at (and I travel a fair bit with work).
Trying to get the 2 erroneous charges refunded was very painful. It took no fewer than 9 emails chasing them before the amounts were eventually returned.
If the hotel is doing the same to all its guests with whom it takes pre-authorisation from, then these transactions will add up over time. The problem is that guests are paying for nothing - the charges don't relate to any goods or services.
Whilst taking the charges in the first place is unjustified, I found the Novotel's slow and incompetent response the most frustrating thing about this situation. It amazes me that the hotel thinks guests would expect this from a so-called 5 star international hotel.
By the way, Novotel have still not apologised to me for taking the charges, nor for the hassle and delay they took in returning my money.
Comment from Hotel Management
We sincerely thank you for considering Novotel Hyderabad Airport for your stay in Hyderabad.
We deeply regret the inconvenience caused to you due to the release of the pre-authorization on your credit card and sincerely apologize for the same.
We take great pride in our courteous and ethical approach towards our guests and the issue experienced by you is an unintentional error. We have taken careful note of your feedback and will make sincere efforts to be furnish transparent, prompt and courteous services to our guests at all times.
We humbly request you to not let this experience mar your opinion about our services and give us another opportunity to serve you better
Please accept our sincere apologies once again and we look forward to welcoming you back at ‘Novotel Hyderabad Airport’.