Hotel du Roy

MY WIFE AND I PLANNED TO VISIT BOULLION ON 28 & 29 DECEMBER 2024 AND BOOKED A ROOM AT HOTEL DU ROY, THROUGH THE HOTEL'S WEBSITE, FOR TWO NIGHTS, DEPARTING ON 30 DECEMBER. BOUILLON IS A BEAUTIFUL AND LIVELY PLACE AND HOTEL DU ROY IS WELL-LOCATED BETWEEN THE RIVER SEMOIS AND BOULLION CASTLE, WITH CONVENIENT CAR PARKING. ON ARRIVAL AT 13.00H ON 28TH, WE WERE TOLD BY THE RECEPTIONIST THAT OUR ROOM WOULD NOT BE READY UNTIL 14.00H OR 15.00H: SHE DIDN'T SEEM CLEAR ON WHICH. SHE ALLOWED US TO LEAVE OUR BAGS AT RECEPTION AND WE SPENT SOME TIME AWAY FROM THE HOTEL, ENJOYING THE TOWN'S AMBIANCE. WE RETURNED AFTER 16.00H AND WERE ALLOCATED A ROOM, BUT WHEN WE ACCESSED IT WE FOUND THAT IT HAD NOT BEEN PREPARED. WE RETURNED TO RECEPTION AND WERE GIVEN A DIFFERENT ROOM. ON AWAKING THE FOLLOWING MORNING, WE LEARNED BY PHONE OF A FAMILY EMERGENCY WHICH REQUIRED US TO LEAVE BOUILLON IMMEDIATELY. I WENT TO RECEPTION AND INFORMED THE RECEPTIONIST THAT WE HAD TO LEAVE AND ENQUIRED WHETHER WE COULD OBTAIN A REFUND OF THE SECOND NIGHT'S ROOM CHARGE. SHE CONTACTED THE OWNER BY PHONE AND REQUESTED MY BANK DETAILS TO ALLOW A REFUND TO TAKE PLACE BY BANK TRANSFER. I WROTE THESE DETAILS DOWN FOR HER AND ALSO AIRDROPPED THEM TO HER PHONE DIRECT FROM MY BANKING APP. AFTER SOME DAYS WE DID NOT RECEIVE A REFUND, SO WE EMAILED THE HOTEL ON 15 JANUARY AND RECEIVED A REPLY DATED 20 JANUARY, SAYING THAT PAYMENT HAD NOT BEEN MADE "DUE TO AN ISSUE WITH THE ACCOUNT NUMBER PROVIDED". I SENT THE ACCOUNT DETAILS AGAIN BY EMAIL ON THE SAME DAY. DESPITE SENDING TWO EMAILED REMINDERS WE HAVE NOT HEARD AGAIN FROM THE HOTEL AND NOT RECEIVED A REFUND. WE ARE DISAPPOINTED THAT, HAVING BEEN TOLD THAT WE WOULD RECEIVE A REFUND AND HAVING PROVIDED FULL BANK DETAILS, THE HOTEL HAS SEEMINGLY ENDED COMMUNICATION WITH US WITHOUT MAKING THE REFUND.