What happens to the Credit if my new booking isn't accepted?

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    C Tanml

    The credits that was refunded to me is significantly different from what was in my account originally. How is this possible ? I want to speak to a service person.

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    Francisco Araujo

    Hi Tanml,

    Thanks for reaching out. We received your request and will get in touch with you as soon as possible to make sure all is solved.

     

    The Uniplaces team

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    C Tanml

    Hi, kindly update me on what's happening to the credits in my account ? I just checked, it seems all my credits are gone. It's really worrying.

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    Francisco Araujo

    Hi Tanml, your credits have expired which means that they were fully refunded to you (it depends on your bank how fast can they appear in your account) and that you will need to place another payment in case you do a new Booking Request.

    Our team will call you right away to explain you everything in person and help you find the perfect accommodation!

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    Mauricaf

    Como puedo recibir mi dinero? No tengo respuesta alguna porfavor espero que alguien me ayude es urgente

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    Francisco Araujo

    Hi Mauricaf,

    we saw your request coming in. We will call you right away and explain to you how is the refund process and make sure your refund is processed as fast as possible.

     

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    Mauricaf

    It is urgent, please i need help

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    Francisco Araujo

    Hi Mauricaf,

    we have released your credits so the money is fully refunded back to you. It now depends on your bank when the money arrives at your account, but you should expect it to arrive soon. We're here to help in case you need anything more!

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    Cassiana Maranha

    The same case of Tanml here. It was debited and credited (refunded) amounts completely different, and both of values were even different from my booking request. I've sent two emails about it and I've received no reply. Please, reply me as soon as possible. I'm worried about it.

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    Francisco Araujo

    Hi Cassiana,

    thanks for reaching out. One of our Customer Support will get in touch with you now to explain to you what happened in detail. In summary, wha t you have to know is that all is good and your money is safe and on its way back to you ;) 

    You were refunded in 2 separate events, and this is why the money has arrived with an amount different to what you expected, but the sum of the 2 refunds will be the whole value you're expecting: the first refund was done due to the difference between the credits used for your first reservation and the second one; and the second refund was done with the remaining total used credits as the landlord could not accept your booking request.

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    Cassiana Maranha

    Thank you for replying, Francisco. One of these 2 refunds haven't appeared in my statement yet.  I'll be waiting the Customer Support and checking my credit card statement.

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    Cassiana Maranha

    Hello Francisco, I've received a receipt of the two refunds, however, one of them is still missing in my credit card statement. Could you please check it for me? I've been sending emails about it but no one answered. 

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    Francisco Araujo

    Hey Cassiana,

    we've received your emails and are on it ;) Bare with us as these timings usually depend also on the banks and how agile they are to release the funds to your account. We will get in touch with your soon to make sure all is solved, but rest assured that the money is on your side and now it's a matter of agility on your bank's side.

    Francisco

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    Cassiana Maranha

    Thank you very much, Francisco!

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    Linda Bayoudh

    Hello, my booking was refused and I need a refund of my credit as soon as possible, please how can I be refund ? 

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    Francisco Araujo

    Hi Linda,

    your credits have been fully refunded immediately once you clicked the option to get the money back, after the landlord could not accept your booking. It now depends on your bank how fast will the money appear on your statement, but rest assured that it is on your way.

     As this is an international payment it might take some days until you see the money coming in, this is natural. We thank you for your understanding, and hope you can find a suitable alternative that fits your needs!

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    Linda Bayoudh

    Thank you for your answer. I don't know because when I clicked trough the link to get the monet back I had the message enclosed. Can you explain me please ? 

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    Francisco Araujo

    Hi Linda,

    Freddy from our customer experience team told me he is already in touch with you by phone to go through what happened and to let you that your money is safe and on the back to you ;)

     

  • Avatar
    Bruna Barros Hurtado

    minha segunda reserva nao foi aceita, como faço para ter o reembolso?

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    Francisco Araujo

    Olá Bruna,

    a nossa equipa de apoio ao cliente vai entrar em contacto contigo para te dar as várias alternativas que tens para que possas ter o teu dinheiro de volta o mais rapidamente possível e para poderes encontrar uma casa que seja exactamente aquilo que procuras!

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    Bruna Barros Hurtado

    Olá Francisco. gostaria de saber quando voces entraram em contato comigo para o reebolso da reserva nao aceita. preciso que seja resolvido logo.agradeço a atençao desde ja

     

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    Bruna Barros Hurtado

    eu ainda nao tenho nenhum resposta a respeito do meu reebolso, preciso saber se ja foi reebolsado, por favor preciso resolver logo isso

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    Francisco Araujo (Edited )

    Olá Bruna,

    qual o email que usaste para te registar na nossa plataforma? Iremos tratar do assunto o mais rápido possível assim que conseguirmos identificar a tua reserva.

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    Bruna Barros Hurtado

    ola francisco, o email que cadastrei foi o bruninha.hurtado@gmail.com

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    Baroncinielena80 (Edited )

    Hi! I have some problems with refounding too. My request was not accepted but after most than ten days I don't have my money back. Can you check if there is some problem please? I'm worried.

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    Francisco Araujo

    Bruna, Maria from our team is trying to contact you - she will take care of your request and make sure you are given the right solution as soon as possible!

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    Francisco Araujo

    Elena, the total amount of your credits were already refunded from our system on the 6th of June and it is now up to your bank on when will you receive it. As it is an international transfer it might take up to ten business days for the money to arrive. You should not be worried as the money is already on your way ;) . In the unlikely event that on the 21st of June you don't find the money in your bank statement please let us know and we will address it together.

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    Bruna Barros Hurtado

    Ola bom dia, faz mais de 4 dias que tento entrar em contato com alguem para resolver o meu problema do reenbolso e ate agora ninguem me contatou, por favor preciso resolver isso o mais rapido possivel

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    Francisco Araujo

    Olá Bruna, estamos a tentar contactar-te através do mail que usaste para fazer a reserva mas sem sucesso. A Maria da nossa equipa ira contactar-te para o mail que mencionaste acima novamente e entrará em contacto contigo!

     

     

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    Bruna Barros Hurtado

    Já mandei mais de 4 mensagens e ainda não foi solucionado o meu caso. Dei duas opções de e-mail para que me contatassem mas até agora nada. Estou a uma semana à espera de uma resposta. Agradeceria se me dessem uma resposta logo, vou viajar a pouco e preciso desse dinheiro

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