We are a large group of families attending a handball tournament in the area of the hotel. Many of us booked and paid a deposit in Autumn of 2018, we were planning to stay at the end of June. The price of a double room was approx. €250 for the week that we had planned to stay. So far so good, until... Almost every one of us received notification that our credit cards we not valid, all at the same time and 95% of our bookings were cancelled. We are rebooked, no problems until we saw that the price of the rooms had increased by 100%. Even stranger was the fact that 95% of our credit cards had been deemed invalid simultaneously. We have talked to each other and not one single credit card was invalid!
The booking agency has not answered as of yet, 3 March 2019, and the hotel "knows nothing" to quote Manuel from Barcelona and Faulty Towers.
We are a large group and there are more actions and measures being taken.
As a sign of goodwill we think the hotel should honour the initial price instead of being mercenary and money grabbing!
I have put our travel date as November 2018 because that is approximately when many of us made our booking.
have been declined? From personal experience when I have made payment by CC
then the payment has been approved and the charge shows on my account with 3 to
5 days at the latest. What do your statements say? If the transaction did notappear on your account/statement did nobody check why? You say your cards had been “Deemed Invalid” a ratherstrange term – who told you this? Have you spoken with the CC supplier?You do not say who the booking agent was but as you made thebooking with them not directly with the hotel it is not their fault. Any
discount they offer can only be a goodwill gesture.
you do realise that as you have made individual family bookings then HTOP will not treat this as a group booking even though you are all there for the same thing.
HTOP do have history of moving people around their hotels when they decide, and if this happens then you could find some of your party ends up in a different hotel with very little notice, and little comeback.
HTOP get many group bookings, where all the guests are booked on one reservation, at this time of year for various tournaments like handball and football from people from all over Europe and this is one of the reasons that they will use to move people to other hotels as the group booking will take priority.
Your issue is not HTOPs fault in any way, but purely down to the booking firm and so you should address any issues to them and not waste time/effort/money chasing HTOP.
2. Not a single person in any of the families were informed about any increases.
3. Not one of the families were moved, they just had their bookings cancelled because every family's credit card was deemed invalid.
4. Even if it is supposedly not the hotel's or booking.com's fault, who's is it?
The probability of all of the families credit cards "bouncing" at one time is zero.
Why did the hotel not prewarn about an increase in price?
Why did the hotel "check" all the credit cards at the same time?
Many of the families have made contact with varies instances to drive this issue to the correct outcome.
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