Hostel Smart Russel Square

Jan 26th, 2012 | By | Category: Hotel Guest Complaints

I want to ask the following complaint regarding the Hostel Smart Russel Square.

1-We booked for four nights from August 9 to August 13 for a room for 6 people (we were just 5 for the Children’s policy in England which does not allow sharing). On August 11 warn us from Spain by a serious family problem and we decided to try to advance our return. For this we comment to the hotel that we have a serious family problem and we were gonna try to return to Spain, but please don’t use our room as it was paid. And indeed we could not change flights and therefore we returned to the hotel. What is my surprise when I see that our room is occupied. I Give notice to reception and they tell me that we can not be accommodated. I find it incredible and i tried to claim but they don’t have complaint forms and they told me to send them an email with the complaints. Incredible but true, so we have to take a bed in another hotel on our own after to have paid  in the Smart Russel Square Hostel.

2.-On …..( July) … we booked the same Hostel Smart Russel Square, via Internet (paid by visa credit card), through They charged the payment in account in our bank  ….. 67 €, as credited to the bank charges that accompanied. This amount was not applied to the price we had to pay the total bill from the hotel. Manifesting in the reception that the charge was the commission of  for booking the room.

3 .- Annexed to this mail: -Bill Hostel Smart Russel paid to the amount of € ………. -Day-claim made  the day …..  that we could not re-enter into the room -Charge of the booking  bank account amounting to € .- …….. -Invoice paid in the new CELTIC HOTEL hotel that we had to hire for the last night of 12 to 13 August.

I hereby request the refund of the hostel of the last night amount in the Smart Russel (12-13August) as well as the amount of the booking via internet ……. amount of 67 €.

We rely on your kindness and resolution of the problem. However, if we have no response to this we will be forced to take such legal action as appropriate.

Thanks and best regards

Gustavo Adolfo Rodriguez Fernandez

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