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Provides useful information for cross border transaction from korea

Consumer Disputes

Refund request for involuntarily canceled hotel booking View
Refund request for involuntarily canceled hotel booking
Regit Date 2018-06-20 12:32:59 Count 134
Files

Refund request for involuntarily canceled hotel booking

 

Case summary:

A foreign consumer booked a deluxe double room at a local hotel via one of the global hotel booking platform in May 2018. When checking-in, however, he realized the room offered was much smaller than the one posted in the said booking platform. Although he asked the subject hotel to provide the room booked, the subject hotel was unable to offer the very room.

By claiming the breach of contract, the consumer, then asked the subject hotel to waive a cancellation fee when he files the booking cancellation request thru the aforementioned booking platform. After the subject hotel agreed to do so, he left the establishment concerned and found a place to stay overnight at a different hotel nearby.

A couple of weeks later, however, he was informed that the subject hotel charged KRW 104,000 for the subject booking onto his credit card with the reason of no-show. Then the consumer opened disputes via the said booking platform but has not been told any clear answers for the refund committed by the subject hotel. Finally he called us for help.

Final outcome:

When we first received the consumer’s complaints against the subject hotel, we asked him to submit concrete documents to support his claims including booking confirmation, payment records, correspondences with the said booking platform as well as the subject hotel, etc. Once those documents filed, we initiated a formal investigation into the subject case.

During the investigation, we found out that the consumer’s credit card issuer had voided the transaction of KRW 104,000 charged by the subject hotel since his claims turned out justifiable. We then informed the consumer of such fact and advised him to check the status of reimbursement with his credit card issuer.

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