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July 2018 –hotel booking

A consumer from Lithuania booked a hotel room in Malta for 11 nights, however due to health issues he could not check in on the scheduled date, but did some days later. Consumer informed the hotel about this in advance and it was agreed that payment should be due from the actual check in date. However, the trader charged the consumer for the whole 11 nights arguing that there was no free cancellation policy on that specific booking. The consumer argued that the hotel never informed him, neither made available the cancellation policy. For this reason he asked to either be refunded the extra money paid or to be given the possibility to use the sum for future services at the same hotel. After the consumer could not solve the problem with the hotel, he turned to European Consumer Centre in Lithuania and the complaint was shared with the European Consumer Centre in Malta. Thanks to the cooperation of both centres, the consumer was refunded the sum of €380 for the unused nights at the accommodation.
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