Disappointing handling of a telephone booking and refund request
I booked afternoon tea for two at Killeavy Castle Estate by telephone. I subsequently called and paid the entire amount in advance. At no point during the booking or payment calls was I informed of a 48-hour cancellation requirement or told that a late cancellation would result in the full price being retained.
About an hour after payment, my guest unexpectedly cancelled. I immediately contacted the Estate to request a refund. The employee took all my contact details but did not say that the refund would be refused. If they had explained that the payment was non-refundable, I could have attended and used the reservation myself.
The next day I received an automated message thanking me for my visit, even though I had not attended. I received no telephone call. The Estate later claimed that it had attempted to call me three times, but my call history contains no missed calls from them on either day.
When I called again, I was told that the full payment would be retained because their terms required 48 hours’ notice. However, I booked by telephone, was not given or directed to any terms, and was not told about the condition before paying.
I understand why hospitality businesses need cancellation policies. What I consider unacceptable is applying a full-charge condition that was never disclosed during a telephone transaction. Their public FAQ merely says that cancellations within 48 hours “may” incur charges; it does not clearly state that an afternoon-tea booking will automatically be charged in full.
I have submitted a formal complaint and asked them to show when this condition was communicated to me. I will amend this review if Killeavy Castle Estate provides a fair resolution.