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“Appalling Customer Service - Dont use them”

written by on 06/06/2012

Be very very careful with this site - I booked the Inverleith Hotel in Edinburgh on the basis of free Cancellation on the Venere site, however, when I got the confirmation email from the Hotel their terms and conditions showed that there was a "first night unrefundable deposit on all bookings. I immediately rang Venere to cancel the booking and they did but the following day I got an email from the Hotel advising me that they would be charging my account for two nights. I wrote to both the Hotel and Venere enclosing a copy of the Venere site page showing Free Cancellation .....if this hotel has a first night unrefundable deposit on all bookings it should never be advertised as free cancellation. I got no reply from Venere Customer Service and when I rang them they basically said it wasnt their problem. I am out of pocket €283 which the Hotel took from my account even though they were able to relet the room and they are telling me it is up to Venere to refund the money, but Venere will not deal with it so be very careful.......