Riale Vilamar Copacabana
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1 review
April 19, 2020
The review will be about the return policy of the hotel and the attitude towards the client. It was not possible to relax at the hotel due to the coronavirus pandemic.
After canceling all flights by the airline and providing the relevant documents, the hotel still continued to bend the policy "it's not our problem that you can't get there."
It's good that I booked through booking, otherwise I wouldn't have been able to get a refund for the booking at all. I'll describe it in order.
1. After canceling flights, I contacted the hotel with a request to either reschedule the reservation or refund the money. To which he was sent far and for a long time on both counts.
2. At the end of March, Brazil changed the rules of entry for foreigners and closed the borders. I decided to contact the booking office directly to help with the refund. Booking, for its part, organized a free cancellation with full compensation. But the funds will have to be returned by the hotel itself within a week.
3. After a week, I turned to the hotel with the question "where is the money?" To which I received the answer that they are not going to return the money to me, but they are ready to extend the reservation until the end of the year (yeah, it turns out they are already ready to reschedule the reservation).
4. Immediately after receiving the letter, I call the booking office so that they can talk to the hotel about a refund. A representative of the booking spoke and returned with a reply that the hotel apologizes and this letter was sent by mistake. I will get my money back within a week.
5. After a week, I called the booking office and informed them that the refund has not yet been made. After that, the representative of the booking was forced to talk to the hotel again. After the negotiations, they sent me a form to fill out, where I attached documents confirming payment for accommodation. The money was supposed to be returned again within a week.
6. A few days later, I receive a reply from the hotel in the mail that they don't care and they won't return the money anyway
7. I call the booking office again and explain the situation. Once again, the representative of the booking was forced to communicate with the object of residence. As a result, the hotel has already openly informed the booking that they are not going to refund the money. After the conversation with the hotel, a conversation took place with the manager and it was decided to return the money from their own funds. And the hotel should be billed after the fact.
Hallelujah, I got my money back the next day :)
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