Anatol G.

Never again this online service!

I booked hotel for my wife and daughter in Barcelona from 11th to 13th of October 2014.
The booking was complete on 8th of October 2014.
Credit card details were provided for the booking, validated and confirmed by e-mail from venere.com with reservation number.

Below is extract from the confirmation on payment/cancellation conditions:

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Method of payment
You will pay the room price (including VAT / Sales Tax) and City Tax, directly at the hotel in local currency (EUR). Payment is required either at check-in or check-out, depending on hotel policy. Prices shown in the table above are calculated in the currency chosen at the time of booking and are subject to change depending on the exchange rate at the time of payment.________________________________________
How to change your reservation
If you'd like to make any changes to your reservation, you must cancel it and then rebook on Venere. Check the Cancellation Policy section in this email for any cancellation penalties or restrictions applied to this property.
Please access your reservations at the following address: https://secure.venere.com/user/index.jsp?pid=*******&lg=en&ref=*******
Insert your registered email address and the password you received and follow the cancellation procedure.
We will not accept cancellation requests sent via email, even if the request is sent before the cancellation policy expires.________________________________________
Cancellation Policy
Free cancellation up until 1 day before check-in (2014/10/10 - 11:59). Late cancellations are possible and are subject to a penalty equal to the amount of 1 night. No shows are charged 100% of the stay.
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Again, I just did reservation for my wife and daughter. The stay would be paid my wife with her credit/debit card or cash.

On arrival to the hotel (on 11th of October 2014) my wife was informed the booking was cancelled by venere.com.

I contacted customer service of venere.com and got explanation. They checked balance on my credit card late evening on 10th of October and found it is insufficient to cover cancellation costs. They cancelled the reservation and sent e-mail. Indeed there was e-mail with the notice at 09:04 pm 10th of October 2014.

I have verified once more their terms and conditions and found no indications for customers on such rules.