| Refund request for appropriately cancelled hotel booking | |||||
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| Regit Date | 2017-03-09 13:58:48 | Count | 296 | ||
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Refund request for appropriately cancelled hotel booking Outline of the case: A foreign consumer booked a hotel in Busan for January 13-17, 2017, via an online booking site. Upon confirmation, the consumer was told that no cancellation charges would be applied if he cancels the subject booking by 24:00 on January 9, 2017 (Seoul local time). On January 9, 2017, he canceled the subject booking but the hotel charged CAD 321.80, which is equivalent to total rates for 4 nights, to the consumer’s credit card. The consumer claimed that the online booking site should refund the wrongfully charged amount given he had submitted his cancellation request within the timeframe for free cancellation set by the subject hotel. But the online booking site refused to refund given the fact that the cancellation request for the subject booking had been filed at 05:45 (Seoul local time) January 10, 2017, which after the cutoff time of 12:01 (GMT+09:00 Seoul), January 10, 2017 for free cancellation as shown in the booking confirmation. The booking site also claimed that it had even offered CAD 100.00 worth of coupon to the consumer as a courtesy. All in all, the booking site as well as the hotel said that there has been no breach of contract with the subject transaction. Final outcome: We have verified that the consumer filed his cancellation request after the cutoff timeframe for free cancellation and CAD 100.00 worth of coupon was presented to the consumer. Regulations on Consumer Dispute Resolution in Korea, which guide our mediation roles and procedures, also stipulate that an accommodation service provider shall be able to refund 10% of the amount paid already by a customer when he/she cancels his/her booking one to three days before the scheduled check-in date during peak seasons and/or weekends. Under the present circumstances, it is not deemed that the online booking site and the hotel have performed unjustifiable transactions or made actions against the regulations. In addition, the acceptance of the said coupon can be interpreted as the consumer’s intention to finalize the subject transaction with the online booking site. Hence we have drawn a conclusion that any mediation efforts shall not be made on this case.
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