Very disappointing stay at the Novotel
Posted Jun 27, 2016 on Hotels
When we checked in, we were asked for a credit card guarantee of 150 Euro for "other contingencies" despite having paid the full room rate for 3 nights. A day later, we discovered that our credit card has been "charged" twice for the "guarantee" (i.e. 150 Euro x 2) and another bill was wrongly charged to our account. When we asked about this, the front desk admitted a bill was wrongly charged to our account and they have reversed the charge. They also said not to worry about the 2 x 150 Euro "guarantee" as this would be reversed when we check out. It is now a week and I still see the 150 Euro x 2 "guarantee" in my credit card. The hotel is also definitely not 4-star. Cheap material all over and plastic cups in the room. Bottom-line, do not trust them with your credit card and this is the last time we are staying in a Novotel (or any Accor) hotel. I used to be a Le Club AccorHotels Platinum member and I gave up after a similarly bad experience with my credit card at an Accor hotel in Brussels (I paid for the hotel upfront and they charged me again on check-out. It took me countless emails and more than a month to resolve the issue). Accor advertises a lot but if you need any customer service to resolve a problem, good luck. You've been warned.