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I made a mistake in booking - needing a refund from the hotel. I asked them to call the hotel asap to seek a refund. They let me know within 48 hrs the hotel would refund - much appreciated! However, then it took me multiple emails with different staff over weeks to find out when the refund would be made. It wasn't until I wanted to formalise a complaint that suddenly it could be refunded. Making some constantly chase something you said would be resolved isn't my idea of customer care.
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