In a spat with a hotel in Sicily...advice about international bank transfer please

[Thelowquietsea]

So, way back in January we cancelled accommodation in Sicily for this May as we had a conflict in half term. It's a high end place. The terms were a refundable deposit. They kept saying they'd refund it. Week after week we emailed. Nothing.

To cut a long story short, then they went into lockdown and have since blamed that on not being able to refund money. I am entirely sympathetic to the financial woes that COVID brings, but this situation preceded that so their attitude has really riled me. It's also several hundred pounds.

After ignoring yet another email (they eventually promised refund no later than early April), I posted a negative review on FB. Surprise surprise, they responded within the hour. But with a very dramatic, 'we are broken by Covid, these are awful people asking for money now.' Which is bullshit, and personally upsetting, as I've kept paying all my suppliers e,g. gym, dog walker etc during the lockdown, as I want them to exist when this is over!

But then I got an email asking me for a whole load of personal data (address, passport number etc) before they can send international bank transfer.

This concerns me. I don't like giving out this personal data. They've never asked for it before. Why does he need this now? (they have our SWIFT/BAN details etc).

He was a solicitor before owning the place. Any thoughts?

All they need for an international transfer is your Swift and IBAN numbers and your name and address (For Money laundering and sanction checks internally in the bank)

Not sure about passport number, but address, yes. Used to make international bank transfers at work and address of the recipient is required

You're in a much tougher spot with a bank transfer refund than a credit card. Softly-softly all the way is my advice.

I paid full amount for 10 day stay in Mallorca for early May, small print of insurance says "no pay out if FCO advise against travel"

Its a PIA but losing this money won't destroy me financially, so i've accepted a credit note from them, CV-19 has destroyed the tourist industry, doesn't sound like you are on the breadline, so maybe ask for similar?
I want the myriad of hotels/BnB's around Europe to still exist post CV, if we all demand our money back they wont.

No, I'm over softly. They have terms, we followed them. They've acted so shoddily. Believe me, they couldn't have reacted more quickly over the FB post if they tried. That's clearly where to get them. And I've now deleted my posts there, given them 48 hours, and said if i don't get confirmation of the transfer, I'll post again.

I can see why they are asking for some info but they do not need it all. They have to justify to the tax man that they are refunding this and they have to produce an electronic credit note . If it is a personal not company booking so no VAT number then they need your postcode and address , but in my case I only needed the town and county. I do not need passport numbers or the full address. They should then gererate an credit note as well ... N:b I am in the tourism industry but not a hotel in Italy so there maybe something slightly different but the electronic invoicing is all pretty similar. You only give out passport numbers when you arrive as then you are registerd as staying ....

@jasjas1973 - if I had cancelled as a result of Covid, I would be happy to have a credit note. As it happens, we had to cancel somewhere because of this, and we took a credit note.

This situation precedes COVID by weeks. They've had since 30 Jan.

And I really don't think it's for anyone else to say who or who isn't on the breadline. You don't know anything about my situation.

Do you have travel insurance?

Did you pay the deposit by credit card if so get I touch with them.

We did pay by credit card. Does that make a difference?

The whole thing makes me feel lousy, by the way. Pushing for money like this

Yes it does make a difference OP we were offered a credit note and declined holiday in June get in touch with them advice is refund x

They certainly don’t need your passport details.

As for the question of whether the OP has insurance it’s irrelevant. If the T&Cs state the deposit is refundable then that is the route the OP needs to pursue. It’s extremely unlikely insurance would be if any use.

OP contact your credit card provider we found them to be extremely helpful x

It doesn't look good. Saying if they don't refund. You'll leave another negative review. It's almost blackmail. Tread carefully in that regard.

Money wise. You paid by credit card. You could ask for a charge back

Though not sure how that will go seeing as it precedes covid.

Contact your credit card company an ask them to instigate a chargeback dispute. Be sure to note this predates Covid and you have evidence of delay of return of funds.

But if leaving a negative review is the only way to get them to respond, then of course that's what I'll do.

I've been involved with setting up invoicing from an Italian company to another business and they do need a lot of information.

Any payments to an individual would require a 'codice fiscale' number. This will be why they are asking for your passport number.

If you had stayed at the hotel, they would have taken and copied your passport anyway for police registration.

Things in Italy take time - bullying them won't generally speed them up!

Good luck.

jasjas1973

I know what you mean actually

It’s interesting how to default position is people want their money back . But it’s money they spent , they can’t spend it anywhere else anyway !

But COVID isn’t the fault of the travel Industry either . So why do they take the whole hit

I suspect Alitalia are going to go bust before I get my refund anyway

Economically if people could swallow their losses , many industries wouldn’t go under

"I paid full amount for 10 day stay in Mallorca for early May, small print of insurance says "no pay out if FCO advise against travel"

Its a PIA but losing this money won't destroy me financially, so i've accepted a credit note from them, CV-19 has destroyed the tourist industry, doesn't sound like you are on the breadline, so maybe ask for similar?"

What does this have to do with Op's situation. She cancelled in January, nothing to do with the virus.

They will try and delay NL for as long as they can as they are fucked

It’s a shit show really

What are the terms in their T&C for the refundable deposit?
Did you book direct? I'm guessing so as you talk about a review on Facebook.

The Italian payer to a non Italian bank account etc doesn't need a codice fiscale. The account details suffice.

If you paid by cc though, I'd contact them as they may refund you anyway.

I'd also name and shame the company, but that's me .

It’s relevant he used to be a solicitor I think. In our firm, we need passport number details to perform identity checks as an extra precaution. Perhaps he wants to check he’ll be sending the refund to the right person I.e that you are who you say you are?

Different countries need different information. They are probably just asking you to cover all bases. TBH I would send them the information that they are asking for, e.g. passport number and home address, as this is information that any hotel would be likely to be given when you stay there.