Sterling Holidays Resorts — Money got deducted from Credit Card. On cancellation the money is not refunded.

Address:Sterling Park Kalimpong

Date : Mon, Sep 4, 2023

I made a booking at Sterling Park Kalimpong for 2 person, 2 nights. I provided the credit card information for security against the booking. It was supposed to be pay at property and cancellable free of charge untill 3 days of checkin.

As soon as I made the booking amount 20621 INR got debited from my credit card without any prompt from Sterling Hotel or Booking.com, Credit card statement says the amount has been paid to "Sterling Holidays Reso" and this payment has been done without authorisation.

I tried calling booking.com and they said that hotel has clearly charged the money and said credit card details were shared to hotel.

When I have been calling Sterling Resort Kalimpong, since 4th September to today 15th September they have not acknowledged that the money has been debited from them nor did they take the concern seriously neither they mailed me about any charge done on my credit card.

Upon seeing that they have charged the card and not replying I cancelled the reservation from booking.com and booking.com multiple times assured me I will receive my payment back from Sterling but I did not receive any payment back neither from booking.com or Sterling which i was supposed to get at 8th September as soon as I cancelled.

I have been calling Sterling Resort daily but no official reply or anything about payment they have told me.

Please help me get the money back. Also it looks like a cyber crime on how booking.com shared my credit card information to hotel people.
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Sterling Holidays Resorts customer support has been notified about the posted complaint.
Verified Support
Sep 19, 2023
Sterling Holidays Resorts Customer Care's response
Dear Avni Chouksey,

Greeting from Sterling Holidays.

We tried reaching the number which you have shared in screenshot. But the number says it is currently not available.

We really apologize for the delay in response. As per the update we have received from resort team. The refund is already initiated on 15th Sep 2023 from the resort side. As booking.com do not share the guest contact details. We could not update you on the same. I have attached the Refund screenshot for your reference.

As per the payment policy that you had enquired. You may find the details under Your payment schedule instruction on booking.com page that the property will charge you a prepayment at any time. And that was the reason the resort charged you on the same day. But as you have cancelled the booking under cancellation policy the resort have initiated the refund for your cancelled booking.

So, kindly be rest assured that your money will be refunded in another 3 to 5 business days to the same account. Incase of any further assistance. Please do feel free to contact us on [protected] between 9:30 AM to 5:30 PM. We would be happy to assist you further.

Once again, thank you for your time and patience.

Thanks and Regards
George Michael
Team - Sterling Reservation Network
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