Hotel Locanda Conterie, Venice, Italy
Took money from credit card and lied

I booked this hotel in Murano through laterooms.com. I received confirmationfrom Laterooms that it had been booked. Three days later I received an email from the hotel itself telling me my payment could not be processed as my credit card could not be porocessed. I knew I had sufficient funds on my card and decided to leave my booking with Hotel Conterie.

I assumed thatmy card did not go through as they had told me, but lo and behold, another three days later a payment of 216 GBP was taken from my card. Without even so much as an email from the hotel telling me they had indeed taken the payment - one week after the booking was made.

In the interim I had booked another hotel. I phoned Locanda Conterie to inform them of this and to request a refund, to which the very unhelpful and inarticualated Valentina replied "You no get refund coz you pay non-refundable price". I then proceeded to explain that because they had taken the payment after telling me they hadn't, it was their fault. I went round in cricles talking to four different employees, Massimo (who is the owner), Mirco, Paola and another gentleman. All of whom, excpeting Paola seemed to want to fight about keeping the money and then denied knowing anything about anything.

I visited the hotel when in Venice to ask for the money in cash, which (surprise surprise) they couldn't give me. Paola had asked for my bank details in which to deposit my refund, but later told me my IBAN was incorrect. I emailed her the correct one a few days ago now and have heard absolutely nothing back from anyone there.

I hope this hotel learns a thing or two about customer service and I will pursue this matter until I get my refund back.

Company: Hotel Locanda Conterie, Venice, Italy
Country: United Kingdom
Region: England
City: London

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