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10/01/2012

Mrs. M. could not stay the night because the agency did not pass on her booking to the hotel.

Mrs. M. books a hotel in Marrakech via an English website and pays € 145.47. When she arrives the hotel cannot find a reservation in her name. Furthermore, the hotel maintains that it has never had any dealings with the English agency.

Mrs. M. tries to reach the agency from Marrakech, but to no avail. At her wits’ end she books a room in another hotel and has to pay again.

Back home Mrs. M. lodges a complaint on the English website but gets no response.

She therefore asks ECC-Net for assistance. Following the intervention of our English colleagues Mrs. M. receives a refund of € 145.47.

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