Icastelli.net - Sammlung an Luxus-Hotels, Charme Hotels und Boutique Hotels (1 von 5 Punkte)

Vorsicht bei Buchungen über icastelli .Das Hotel Morvedra Nou in Menorca hat angeblich weder die Anzahlung noch die Restzahlung von icastelli bekommen,obwohl ich die Abbuchung von meiner Kreditkarte von der Bank bestätigt bekommen habe. Ich werde gegen icastelli Anzeige erstatten . Es geht um einen Betrag von über 3000 €uro.
Be careful with bookings through icastelli .The hotel Morvedra Nou in Menorca has allegedly received neither the deposit nor the balance payment from icastelli,although I have confirmed the debit of my credit card from the bank. I will file a complaint against icastelli. It is about an amount of over 3000 €uro.

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This report concerns the website www.icastelli.net, a company registered in the UK under iCastelli Limited at Beaumont House 2nd Floor, 1B Lambton Road, SW20 0LW London, with Founder and CEO listed as Marco Orlando, from Bristol, UK.

On July 7th 2021, I booked a hotel stay thru the iCastelli website with the Grand Hotel Atlantis Bay (https://vretreats.com/atlantis-bay/) in Taormina. I received a confirmation from iCastelli that noted the following cancellation policy: From 22 July 2021 to July 29 2021 (GMT +2): The value of 1 night stay. After July 29th 2021, 100% of the value of the stay. The conditions of sale on the iCastelli website state:

When you click the “Confirm booking” button you agree to accept all the conditions listed here, your booking will be definitively confirmed and binding. It is possible to cancel all bookings free (except for non-refundable bookings and special offers, for which there is no refund) within the cancellation policy provided for each reservation, as set out in the booking confirmation.

On July 27th 2021, I was forced to cancel the reservation after my wife became ill and could no longer travel. I immediately cancelled the reservation with iCastelli, willing to accept the 1-night stay as cancellation penalty. Then no response! After repeated requests to confirm the cancellation, no response was forthcoming, my calls to iCastelli ended after a 25-minute hold loop with a simple disconnect. Then iCastelli blocked my email address on their server, now all my messages get bounced.

I contacted the hotel directly, inquired about my cancellation status, and was informed by a friendly hotel staff that the entire stay (EUR 2,128) was charged to my credit card. I disputed this and reminded the hotel of my binding cancellation policy with iCastelli. Here is where it gets shady:

Apparently, iCastelli used my credit card and personal data to make a reservation at the hotel through Expedia.com – Not the hotel directly! On top, they then went ahead and charged my credit card with some dubious deposit charges, none of which was mentioned in the booking confirmation either. The Expedia cancellation policy is completely different than the one I received from iCastelli. The hotel insists that it has a binding agreement with Expedia, despite me never having seen this reservation, nor being aware that such a reservation existed. Sounds like a scam? That’s for the police to find out now, but know that I had to cancel my credit card, and spent hours on filing claims against iCastelli and Atlantis Bay with MasterCard, my insurance company, my lawyer, and the Police.

None of the conditions set forth by iCastelli were honored, so much to their binding agreement of sale, but to top it off, when a problem arose, they simply blocked my email address and ignored me and the hotel altogether. What kind of business, what people, do this with a good conscience? No need to spell it out, you can draw your own conclusions.

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