On August 7th I booked a room by Venere.com as below:
"Your reservation has been confirmed.
We suggest printing a copy of this email and bringing it with you to the hotel.
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Reservation Summary
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NAME: F... de S... T...
EMAIL: xxxxx@xxxx
RESERVATION NUMBER: IHR15331185
RESERVATION STATUS: confirmed
CHECK-IN DATE: 15 September
CHECK-OUT DATE: 17 September
NUMBER OF NIGHTS: 2
Inn: Gästehaus Alba
City: Rust
ROOMS BOOKED:
1 Double Room - Free Breakfast Daily total
15/09 80.00 EUR 80.00 EUR
16/09 70.00 EUR 70.00 EUR
Total price : 150.00 EUR
...
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Price, Deposit and Payment
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TOTAL PRICE: 150.00 EUR
...
Your credit card will not be charged by Venere.com.
Payment is to be made directly to the hotel.
If the property requires a deposit or advanced payment, this information will be indicated in the following section.
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Cancellation Policy - Penalty
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!!! You may cancel the reservation without being charged the penalty indicated by the property by:
>>>>>>> WEDNESDAY, AUGUST 15 at 11:59 pm (GMT 2h)
You cannot cancel your reservation if you selected and booked a room indicated as "PREPAID/NON REFUNDABLE".
Venere.com never charges a penalty for cancellations.
!!! The Inn Gästehaus Alba has the right to charge a penalty for cancellation requests made after the deadline indicated above and/or if you do not follow the instructions specified in the section "How to Cancel Your Booking".
!!! Free cancellation can be made up until 30 days before the check-in day.
For cancellations made after this time a cancellation fee of 80% of the entire stay will be charged. All times refer to the local time at the property. For no-show, 90% of the entire stay will be charged.
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How to Cancel Your Booking
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Please access your reservations at the following address:
Insert your registered email address and the password sent to you and follow the cancellation procedure.
Venere.com does not accept cancellation requests sent via email to our Customer Service Department, even if the request is sent before the cancellation policy expires. All cancellations need to be made following the above instructions."
On August 8th I cancelled the reservation as described in the "How to cancel your booking" and Venera.com sent me the following confirmation:
"8/8
this is a copy of the message that has been sent to the property.
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Hotel Gästehaus Alba (Rust)
Attn: Reservation desk
The IHR reservation number 15331185 has been cancelled.
Reservation request code: IHR 15331185
Name: Francinne de Souza Torres
Reservation was made on: Tuesday, 7 August 17:37 (GMT 1h)
Check in: Saturday, 15 September
Check out: Monday, 17 September
Rooms requested:
1 Double Room - Free Breakfast 150.00 EUR
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Thanks and best regards."
And that's my credit card bill:
"Movimentações Internacionais em Dólares (US$)Data Descritivo Crédito Débito
FRANCINNE S TORRES N° 4007 70** **** 4155
08/08 GAESTEHAUS ALBA (93, 02) "
Please note the sentences marked with "!!! " and ">>>" on the texts above. According to the first email sent by Venera.com, I would be able to cancel my reservation without paying any fee until "WEDNESDAY, AUGUST 15 at 11:59 pm (GMT 2h)". I cancelled it on August 8th, 7 days before the deadline, and.. surprise! A cancellation fee was charged on my credit card on the same day I did it!
I want my money back! I was foolish by this website and no one answer my emails.
First and last time I used their services, ever!
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