My trouble story of a booked hotel in Male, Maldives and negotiation of refund of room fare (Holidays in Maldives extra edition)
昨年暮れにモルディブを訪ねた時の旅行記はシリーズで書いたが、その時にホテルとの連絡行き違いで予約していたホテルに一泊だけ宿泊できなかった。その宿泊費の返金をずっと交渉していたが、やっと返ってくることになったので番外編として記事にします。経緯がややこしく、長い文になってしまったことをお許しください。
モルディブは小さな島がそれぞれリゾートホテルになっているところが多い。海外からの旅行客は、まず首都マーレの空港に到着して、そこから国内線の飛行機やボートで目的のリゾートを目指すことが多い。私たちはバンコクからコロンボ経由でマーレに到着したが、到着予定時間が深夜の1時過ぎということもあり、マーレ空港近くの小さなホテルで仮眠して、翌日、目的のリゾートに行くことにしていた。
バンコクの空港で、コロンボ行きのスリランカ航空の出発が1時間以上遅れることを知り、航空会社に聞くと、コロンボでの乗り継ぎで、予約していたマーレ便に乗るのは難しいだろうと言われた。
それでバンコクの空港から、予約していたホテルに、予定時間に到着できないかもしれないとメールを入れた。先方から直ぐにコロンボかマーレの空港から再度連絡が欲しいとのメールが来たが、十分読む時間もなく飛行機に乗った。
コロンボには、予定より1時間以上遅れて着いたが、マーレ便の出発も遅れていて、何とか乗り継げるので、搭乗口へ急げという。搭乗口に向かいながら、予約していたホテルに電話したが、誰もでない!?
後で分かったことだが、バンコクで受けとったメールには、予約時に知らされていたのは違う電話番号が記されていたが、そうとは気づかず、事前にメモしていた電話番号に何度かかけても結構繋がらなかった。ちょっと嫌な予感はしたが、まあマーレに着けば、なんとかなるだろうと思っていた。

マーレ空港の到着窓口を抜けると、ホテルの名前や客の名前を書いたカードを持ったホテルの迎えの人たちがたくさん来ていたが、私の名前や予約したホテルの名前を書いた人はいない!?再度ホテルに電話して見るがやはり誰もでない。
近くのインフォメーションカウンターにいたおじさんからもホテルに電話をしてもらったが誰も出ない。さらにカウンターの傍にいた若いお兄さんも、自分の携帯で、ホテルや知り合いのホテルの従業員に電話してくれたがやはり繋がらない。
結局、そのお兄さんが、乗り合いの空港送迎のミニバスの運転手に話をつけてくれて、他のホテルに向かうお客さんたちと乗り合いでホテルに向かうことにした。
他のお客さんたちの何組かを目的のホテルに送った後、我々の目指すホテルに行ったが、ホテルの玄関は真っ暗で、ノックしても誰も出てこない。とりあえず、他のお客さんたちも全て送り届けて、我々と運転手さんが残った形になった。もう一度空港に戻るしかないかと思っていたら、ミニバスの運転手が、さっきのお兄さんに電話が繋がったので話をしろという。聞くと近くの別のホテルを手配したから、そこに泊まれると言う、料金を聞くとリーズナブルな価格なので、そのホテルに向かうことにした。
代わりのホテルに行くと、調子の良い宿主が迎えてくれた。私が翌日に行くリゾートからの連絡が予約していたホテルに来ているはずだから、もう一度電話したいといったら、そこからも電話してくれたがやはり誰も出ない。
もう3時近かったが、その場でリゾートホテルにも連絡してくれて、翌日の手配等もやってくれた。これで何とか少しだけ仮眠をとることができた。

翌朝、予約していたホテルにやっと電話が繋がって話をすると、先方は私からの電話を待っていたが電話がなかったので来ないと思ったという。私から何度も電話もしたしホテルまで直接行ったが閉まっていたので、止む無く他のホテルに泊まったので、宿泊料金を払い戻して欲しいと言ったところ、電話口の相手は、返金については自分は答えられないという。
それから暫くしてこのホテルから、ホテルの関知しない理由で勝手に他のホテルに変更して返金要求されたが、昨晩は私からの連絡も無かったし、ホテルの者が空港に迎えに行ったが、私を見つけることが出来なかった、返金して欲しいのなら、予約したA社にまずは請求すべきであるといった内容のメールが送られてきた。
ちょうどリゾートホテルについて、さあのんびり休暇を楽しもうと思ってたところだったので、いささか私も頭にきた。
昨夜の顛末を詳しく書いて、またその中で、空港のインフォメーションカウンターや送迎バスの運転手、代わりに泊まったホテルの主人も含め、私がホテルを変えなければならなった理由は皆知っていることも書いた。さらに、A社やトリップアドバイザーの利用者評価に今回の顛末を詳しく書いて最悪の評価を付けざるを得ないと書き添えた。
そうすると相手の態度が変わった。自分たちは空港に迎えに行ったという主張は変えないが、私の返金要求理由は理解できたし、A社が返金を了解すればそれを受け入れると言ってきた。また私へのメールにA社の担当と思われるメールアドレスをCCで付けてきた。
A社への返金要求の仕方は良くわからなかったが、とりあえずCCについていた担当と思われる人と、またA社のホームページからも直接返金要求を行い返事を待つことにした。
この手続きの途中で、予約ID番号を取り違えて連絡したりしたこともあって、余計時間がかかったのかもしれないが、A社に要求してから結局返金の通知が来るまでに1ヶ月以上かかった。
この間、もう面倒くさくなって諦めかけたこともあったが、まあなんとか諦めずにメールのやりとりをして100数十ドルだが返金されて良かったと思う。

この出来事、あとから考えれば、マーレの空港の人や、代わりに泊まったホテルの人には本当にお世話になった。多少のリップサービスはあるとは思うが、「大事な友達である日本人が困っていたら、手助けするのは当たり前だよ」と言われた時は、本当に有難かった。まあ捨てる神あれば拾う神ありである。
にほんブログ村のアクセスランキングのボタンもクリックして頂ければ有難いです。

にほんブログ村
For English readers,
Sorry English version in this article is very shorten and summarized compared with Japanese version partly because when you can read e-mail exchange below you may understand the situation.
When I visited Maldives last December, in details you can find other articles linked, I could not stay a hotel booked in advance because of miss-communication with hotel and delayed flights. But I could find an alternative hotel with kind support of information counter in the airport and taxi driver and so on.
After I had to change hotel and stayed in alternative hotel I requested to refund of my reservation fee of booked hotel.
When I requested first, the hotel was very reluctant to refund my fare since they insisted that I changed hotel by stating their “ unknown” reason. After I explained the reason in details and I insisted many people such as information staff in the airport and tax driver as well as master of alternative hotel knew my appropriate reason to change the hotel.
Finally I can get refund from a internet hotel reservation company as a result of one month negotiation for refund.
But It was not always bad story, I truly appreciate the kind support of many people during my trouble time. I was very encouraged with a word “It is very natural to help our best friend Japanese when they are in trouble”. So When one door shuts another opens.

さらに少し長くて恐縮ですが、お時間があればメールのやり取りを参照して見てください(名前等は少し変えてあります)。
Please find email exchange showing my struggle.
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Friday, December 20, 2013 7:02 PM
Dear all,
My name is Khaaw,
Unfortunately my flight from Bangkok to Colombo will be delayed, and probably I cannot connect flight UL 105 which will arrive at Male 01:10.
I am not sure which flight I can board from Colombo to Male and may be I cannot connect to internet at Colombo airport.
I appreciate your kind support for my stay in your hotel.
Khaaw
Sent by iPhone
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Friday, December 20, 2013 7:12 PM
Thank you for notifying us.
To save any problems, when you arrive in Colombo or at Male airport you could phone us or ask the Airport Information Desk to contact us to advise of your new arrival time.
Telephone +(960) x35551x OR +(960) 7529xxx
No one will be at this email from now until tomorrow morning.
Thank you.
Rxxx
Phone +960 x3 555 9x / Fax : +960 xx xxx xx
Mobile: +960 7787xxx
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Sat, 21 Dec 2013 12:17:29 +0500
Dear Mr Khaaw
I believe this morning at 7.30am you contacted my colleague Sxxx requesting a refund as for reasons unknown to us you had chosen to stay at another guesthouse upon arrival.
Our representative was at the airport receiving other guests from UL105 and you did not make yourself known to him so we presumed you had not made the connecting flight.
During the course of the night, neither myself, Sxxx or the front desk numbers given on our emails were contacted at any point to advise that you had arrived at the airport.
Your payment has been made to Axxxx and therefore you will require to take the matter up with them in the first instance.
Regards,
Rxxx
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Sunday, December 22, 2013 7:54 AM
Dear Rxxx,
I would like explain my incident of the night on 20.12.2013 and reason that you mentioned “unknown” to you and I believe it would be not “unknown” to you and why I had to change another hotel with additional payment.
I contacted you by email at around 20:00 since my flight from Bangkok to Colombo would delay about one hour it could be very difficult to connect to UL105 from Colombo to Male.
When I arrived at Colombo airport I found I could connect to UL 105 since the UL105 was also delayed, so I tried to call to you two times from Colombo airport in very short time for connecting flight around 24:00 20.12.2013, but nobody answered.
When I arrived at Male airport I tried to find someone showing my name or your hotel name at the gate of arrival but I could not anyone showing so. And I went to an information counter near the arrival exit and asked them
1) to find from your hotel but neither them or I could not find person representing your hotel
2) ask then to call to your hotel, they tried to call your hotel, including hotel front and mobile of staff nearly ten times, but no answer
3) according to their advice I went to your hotel by coach with other guest who would stay other hotel near your hotel and driver tried to a\contact you by
phone and by physical contact at the front of your hotel, by knocking your door. But no-answer.
And taxi driver called to information desk in the airport again. We had to change to another hotel around your hotel and information desk arranged my hotel to change another hotel.
At the another hotel, I asked the hotel owner to call to your hotel again for confirmation,but no reply from your hotel.
After I stayed the other hotel by paying USD 120 for one-night charge, I called your hotel again and I requested my hotel charge refund around 07:00 21 12.2013.
This the fact I experienced at the night of 20.12.2013 and I had to spend more than one hour I checked in another hotel with your “known reason”.
OK, I will request to Axxxx to refund my charge with this report saying your hotel rejected my refund request, I will also report this report to Axxxx,s user's report and “trip adviser” with my evaluation of your hotel as terribly worst.
I appreciate you can understand unknown reason that you mentioned.
Regards,
Khaaw
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Date: Sun, 22 Dec 2013 10:31:22 +0500
Dear Khaaw,
Thank you for your email explaining the transfer issue that you experienced in full. I quite appreciate that circumstances can change because of flight delays and so on and because we were not sure if you would make your connection we still sent our representative to the airport. He was at the arrival gate with the Hxxxxxx Inn logo board and waited for the last passengers to clear immigration from UL before departing the airport. For whatever reason you obviously both failed to connect and I can only apologies, however, I can guarantee he was at the airport as other guests
were transferred from your flight.
I had received your email so we knew you could be delayed and I had replied sending you an additional mobile contact number as the reservation office for which you had the numbers for closes at 19:00. As UL is the last flight to arrive from Sri Lanka until the following morning we could only presume that as you had not made yourself known at the airport or contacted me that you had not made the connection and therefore we closed the guesthouse for the evening, that is no doubt why there was no answer when calls were made to reception later that evening. Again one of the reasons I had sent you an additional mobile number to which I received no calls that evening.
I can understand your annoyance and frustration and also the reason for your request for a refund. As I highlighted in my previous email, because you had booked and paid Axxxx that this is the channel you will need to follow in order to obtain the refund. In my previous email at no point did I say we would not refund you, I only highlighted that the refund request requires to be made through Axxxx. I repeat to date we HAVE NOT nor will we refuse the refund once the request is made to us by Axxxx.
Again, I apologise for the frustration and annoyance concerned and for your Maldives holiday not starting as you would wish. I trust that you enjoy the remainder of your holiday at Hxxxxx Island.
Kind Regards,
Rxxxx
Miss Rxxx Fxxxxxx
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Sun, 22 Dec 2013 20:17:44 +0900 (JST)
Dear Miss Rxxx Fxxxxx,
Thank you your reply.
I understood that you would accept my refund request in case Axxxx agreed to refund and order to refund your hotel from Axxxx.
I will request my refund to Axxxx.
And I would like to add one thing after I boarded a flight from Bangkok to Colombo I had no chance to connect to email and I informed so.
Anyway I hope Axxxx would understand agree to my request of refund.
I am enjoying my holiday in Maldives except spending time to claim my refunding
Regards,
Khaaw
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Date: Sun, 22 Dec 2013 20:28:37 +0900 (JST)
To whom it may concern,
to officials in Axxxx.com
I presume you will be responsible person for my booking in Hxxxxx Inn in Male, 20.12.2013 since Miss Rxxx Fxxxxxx had kindly attached your email address as C.C.
I appreciate you can make arrangement for my request of my charge of Hxxxxx Inn by finding self explanatory email exchange.
I appreciate in case I need more additional proceeding for my request please let me know.
Anyway I appreciate your kind reply as soon as possible and inform me possibility of my refund of room charge.
Kind regards,
Khaaw
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Monday, January 06, 2014 3:06 PM
To mxxxxx.rxxxxx@axxxx.com
and mxxxxx.axxxxx@axxxx.com
Please find email below.
I have also request my refund of ID390xxxx through Axxxx's website but no reply from your side.
I appreciate your reply on this matter or information of proceeding for my request.
Any way please send your response on this matter.
I am very disappointed your unkind response on this matter.
Khaaw
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Date: Mon, 6 Jan 2014 13:33:13 +0000
Dear Mr. Khaaw,
Thank you for your email and our apologies for the delay.
I have forward your email to the concerned, and our team will be in touch with you regarding this.
Thank you and best regards,
Mxxxxx
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Sent: Saturday, January 25, 2014 7:12 AM
Dear Mxxxx,
Regarding email below, unfortunately, I have not yet received any notice or response from your company after I received you email more than 3weeks.
I would appreciate if you can check may situation and reply me.
Or please let me know whom should I contact or claim.
Kind regards,
Khaaw
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Date: Tue, 4 Feb 2014 16:39:02 +0000
Dear Khaaw,
Thank you for your email and my apologies for the belated reply.
There was a confusion with regards to the booking ID provided in this email which appeared to be booked for a different hotel (Hxxxxx Island).
The reference number for your booking at Hxxxxxxxe Inn is 394xxxxx.
We are proceeding with refund and please allow few days to process the refund. Thank you.
Best Regards,
Mxxxxx
Mxxxxx Rxxxxxx – Senior Market Manager - Maldives
Hotels Team潬
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