AVOID Mercure Hotel

I Booked a room online after checking the cancellation requirements. The online site said they would not charge for the room until 3 days before our stay in September and we could cancel up to 3 days prior. I ended up canceling the reservation the next day. They had already charged by card and a month later, they have not credited me. I sent an e-mail with no response! I have now filed a dispute with the credit card company.

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Your complaint should actually not be hotel-specific. This can happen to you with any lodging reservation in Germany. German law condones it.

Going through your credit card company, as you are doing, is the probably the only course of action open to you, but no guarantee that you will receive satisfaction, because the hotel is acting within the law. Several years ago, we got stuck with a hefty bill for a cancelled 1-week reservation at a Pension.

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Seems to be the on-line site that%26#39;s to blame, as they%26#39;ve not done what they contracted to. I suspect that the site may be unaware of German law.

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The law is easy on this: you cannot cancel temporary (short term) rental contracts at all

This applies however only if there is no differing canceling policy set by the hotel.

If the booking site says however you can cancel up to 3 days prior this is also binding.

Some booking sites provide good canceling options, where you immediately get a confirmation of your cancellation .

Otherwise the problem %26quot;your cancellation did not reach us%26quot; is a classical source for trouble.

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Mercure Hotels are in the ACCOR Hotel group and their best rate rooms are usually non-refundable and that is stated in their sales conditions of rate. They offer an unrestricted rate and that is indeed refundable but is a bit higher. When booking via the internet you must always check the fine print.

Steve

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I have an e-mail from them confirming the cancelation and a copy of the e-mail that states I can cancel up to 3 days prior. The credit card company has given me the credit and I am providing them with the documentation.