The Belnord Hotel

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

In response to your inquiry. The Complainant booked a clearly stated "Non-Refundable" reservation for August and submitted a cancellation request in July. The Belnord Hotel ("Belnord") Cancellation and Deposit policies on Non-Refundable reservations are clearly stated on the Booking.com website and...

is also listed on any and all Reservation Details provided to the Complainant upon booking/cancellation.The Belnord received notification from Booking.com that the reservation in question was "Canceled by guest" but due to the reservation being a "Non-Refundable" reservation, said reservation cannot be cancelled. Below you will find the Policies referred to above, as listed on Booking.com: "Cancellation Policy: Please note, if canceled, modified or in case of a no-show, the total price of the reservation will be charged.""Deposit Policy: The total price of the reservation may be charged any time after booking."The Belnord should not be held accountable for the Complainant failing to review any and all Cancellation/Deposit Policies prior to finalizing said reservation, so as to avoid this type of inquiry. The Belnord stands by its policies as they are clearly stated.

Review: In July I reserved this hotel through [redacted] online. I had to $176.20 to reserve the hotel for September *-September * 2015. After my bank account was charged twice for this transaction my reservation was cancelled. [redacted] sent me an email saying that the Belnord cancelled and I should refer to them for a refund. So I had to book a last minute hotel in New Jersey which was expensive but the hotels in New York were higher. I wasn't accomadated by The Belnord in anyway due to this inconvenience. My husband and I who are combat veterans lost a lot of money on gas driving back and forth to see my family in Brooklyn and the Bronx daily. Since I'm a New Yorker who moved before I deployed to Iraq. I'm medically retired due to combat wounds and driving in all that traffic for those many miles aggravated some of my health conditions. It brought me great stress and anguish. The trip was ruined for my husband and I. The Belnord denies that they charged my card even after I scanned them my bank documents. I've gone back and forth with them and [redacted] for a month now. Both blaming the other. When my bank statement says NY on it and not [redacted]. Since both my husband and I are disabled vets going to school we only get paid once s month. So that money could've gone towards our food our our dogs spay. I'm so appalled that I have been treated this way. I've been ripped off and no one seems to care. The hotel representative Armando never calls me back when he says he was going too. He wouldn't even give me corporates number so I can complain. He told me he doesn't even know they name of his managers because there are so many. This hotel seems very unorganized to me and a scam.Desired Settlement: Also please warn others not to use this hotel.

Business

Response:

On July [redacted] 7:55 PST Mrs.R[redacted] reserved a room and chose option to pay first night deposit plus tax upon booking and remainder at hotel. Her card was declined so the reservation was rejected. This means the booking was cancelled. It was cancelled on July [redacted] 13:12 PST (5 hours after booking). The first night was $117.00 plus tax= $137.75. She was never charged. We do not know who charged her $176.20 twice as claimed as it was not The Belnord. We never charged her as her card was declined for the amount of $137.75 which was the first night. We also double checked with our Merchant account to ensure that there was no charge(s) made to Mrs. R[redacted]' card. We can send proof if you would like. Mrs. R[redacted]' states, "I had to book a last minute hotel in New Jersey which was expensive but the hotels in New York were higher." Her reservation was cancelled by the hotel 5 hours after booking on July [redacted] for a reservation with a check in date of Sept [redacted]. It is not the Hotel's fault that Mrs. R[redacted] waited to book another hotel, as self admitted, "last minute". Mrs. R[redacted] had over a month to book a room, she could have booked another room that same day if she chose. The Belnord did not "rip her off" as she states, we did not charge her card and her reservation was cancelled on the same date she booked, giving her ample time to re-book. If we would have charged the account we would not have cancelled the booking.