Splendia are happy to have a new LIVE CHAT application, so you can ‘chat’ directly with our travel team at Splendia HQ!
It’s easy! Click on the Chat icon at the top of the website. Select your language (from: English, French, Spanish, Italian, German, Portuguese, Mandarin and Cantonese). You can make a booking or amend existing ones, or simply ask questions about our hotels and offers. Available 24-hours a day in English and from 8am to 10pm respectively for other languages, depending where you are around the world.
If you have a problem finding what you’re looking for, we can send you links. Or, perhaps you don’t want to be overheard making a hotel booking?! We spoke to Simi from the Customer Service team in Barcelona.
So, what do you think of Chat?
“It’s exciting for us because it’s a new way to be in touch with our customers, and the great thing is how immediate it is! Much more so than emails.”
And how’s it going so far?
“Really well. We were all really excited when the first booking was made using it. At first we were a bit nervous, but it’s going very smoothly. It gives a completely new meaning to customer service!”
So, why not log on to www.splendia.com and give it a try?!
DO NOT EVER BOOK WITH SPLENDIA. They will not return your deposit once you make changes on your bookings. They did not return the deposit nor did they forward the deposit to the Hotel.
DO NOT BE FOOLED BY SPLENDIA. THEY DID NOT RETURN OUR DEPOSIT, NOR DID THEY TRANSFER IT TO THE HOTEL. SO WHAT HAPPENED WAS, WE PAID THE HOTEL IN FULL, PLUS THE DEPOSIT THAT WE MADE AT SPLENDIA. WHAT A SCAM
Dear Bautista12,
I'm sorry to hear about that experience. It shouldn't happen as on of our major priorities is the customer satisfaction.
I sent you an email asking for your booking number in order to solve this As Soon As Possible as I can't find your reservation in our system.
Best regards,
David Bennet – Splendia Community Manager
I have already talked to 3 of your people in UK. I deposited 600pounds more or less, we made some changes, the hotel agreed without penalty. But the hotel said then never got any centavo from you. So we paid the whole amount to the hotel, and you guys will only rebate 200pounds to me, what happened to the 400pounds? Just like that? You earn 400pounds? I What a scam.I am now looking for a lawyer who can help me, and we will half the damages that we get from you
Dear Bautista,
Thank you for getting back to me so fast. I totally understand your claim but in order to be able to properly answer your claim, could you please provide me a way to identify you in our system as I can't give you any answer without extra information.
Best regards,
David Bennet – Splendia Community Manager
Dear Bautista,
Thank you for getting back to me so fast. I totally understand your claim but in order to be able to properly answer your claim, could you please provide me a way to identify you in our system as I can't give you any answer without extra information.
Best regards,
David Bennet – Splendia Community Manager
My niece is working in a hotel in Scotland. Rest assured, all our friends and family and everyone, will know about this transaction. We will never ever recommend Splendia, and instead, will tell everyone what happened to us. 400pounds taken from our deposit. What a rip off
And I read again your rules, bookings are completely refundable, depending on the hotel. The hotel never charged a single centavo on penalties. We paid for our whole stay, and the deposit made to you are still with you. Your staff said they will only return 400pounds out or 600pounds
Ask Carlo and Josephine of UK Splendia what happened to the client in My Hotel Bloomsbury, where they deducted 400pounds
To all who have been victimized by Splendia, I suggest that we all come forward and spread that news. Do not let these people get rich out of fooling other people. I have solid proof. My credit card statement is with me, where I deposited 600pounds. And my new billing with rebate of 200pounds. They stole 400pounds from me
We were fooled by Splendia. In the end, we paid the hotel in full, plus the deposit.Shouldn't Splendia get their commission from the hotel, not from us? It is like paying the hotel PLUS 400pounds commission. SO People, be ware of SPlendia. I Have solid proof
Good afternoon Miss FELICIANO,
Thank you for your comments.
After discussing with Josephine, it appears that there might have been a missunderstanding with the hotel.
You paid a 600€ deposit to Splendia for 2 rooms at the My Hotel Bloomsbury for a stay of 6 days, meaning 300€ for each room (50€ for each night).
As you cancelled 4 days of one of the rooms, Splendia refunded you 200€, which equals 4 nights x 50€ for the cancelled room as the hotel agreed on not charging you.
It appears then that there was no problem on the refund from our part.
However, I asked the hotel to send us the invoice of what you paid in order to see if you were charged 100% of the hotel (which is a mistake then) or if you got charged the right amount as described in your booking confirmation email. I'm currently waiting for their answer.
Last but not least, I would like to assure you that our intent was absolutely not to fool you or to put you in an awkward situation. Our customers are our most important asset and it would be counter-productive to act as you described it.
Best regards,
David Bennet – Splendia Community Manager
The hotel agreed to cancel the 4nights without any penalty, so why would you penalize us? You have no right to hold on to our deposit or to penalize us, you are only the agent. You should get your commission from them, not from us. So, it's like we have to pay for the hotel plus the commission for the agent. Nobody can ever understand why you never forwarded our deposit to the hotel, why you are still holding it until now when we have already checked out last April 3. Our whole 600pounds are still with you, and Josephine told me that you will only refund 200pounds.
You guys get your commssion from the hotel, not from us. We paid the hotel the whole amount of our stay. No penalties. Our deposit should have been deducted from our bill, but instead, you held on to our deposit, that's why we had to pay the whole amount to the hotel. And now, you are saying you will refund the nights that we cancelled? Well, we should have cancelled our whole reservation, so as to get the whole refund, is that what you are saying? 50pounds per cancelled night, so we should have cancelled all nights in order ti get the whole refund, right?
Miss FELICIANO,
If you are telling us that you paid the whole amount (100% of the announced price) to the hotel, then that's where the problem lies as you should have been charged only 75% of the total price as 25% were already paid with Splendia.
Indeed, if Splendia charged you 600€ (25% of the total price) and the hotel then charged you 100% of the price, the total price of your stay was 125% which is absolutely not normal.
We are currently contacting the hotel in order to get the invoice of the charges you paid at the check-out. Would you be kind enough to send me a scanned version of your invoice or would you prefer to wait as it might take a few days to get it from the hotel?
Regards,
David Bennet – Splendia Community Manager
. That's what I have been telling you guys, especially Carlo, Josephine and Sandra. They can't give me a clear answer as to why I should not be refunded fully. So the 400pounds is for the commission of the 8 nights that we have stayed. Now I understand. The hotel did not deduct our deposit because they said you did not forward our deposit from them. Anyway, I have already emailed you the hotel statement including the credit card payslips. We paid a total of 1,655.77 for 8 nights. Full 100% payment
And for the nth time I am asking, why did you NOT FORWARD MY DEPOSIT to the hotel, because if you did, the hotel would have deducted the deposit from our bill, and I wouldn't be put into this kind of stress.
. It's already 2am here, I will now sign off. Just email me and I will reply tom.
This is plain and simple. The room rate was 205.85 GBP / night. We stayed for 8nights, the total amount is 1,646.80 GBP. We paid the hotel the whole amount of 1,655.77 GBP. The whole deposit should be given back to us bec we paid the hotel in full.
If you take the 411.70 GBP from us, then, that means, we paid the hotel plus your commission. It is us who shouldered your commission. You should get that from the hotel, not from us. Can't you understand? We paid the hotel 1655.77 for 8nights and you took 411.70 from us. So total, we paid 2,067.47GBP. Or can you explain where the 411.70 went?
My niece works in a hotel in Scotland. She understands all the rules and regulations. I was there in London, and would be back if needed. Since we cannot agree on this, I guess we'll have to settle this with our lawyers. You people cannot explain clearly to me why you still have to deduct the 411.70 from me, when we already paid the hotel in full. Your explanation is unacceptable. Where did the 411.70 go?
You will not hear the end of this. We will not stop spreading this. If we can stop just 10 customers from booking at Splendia, we are then even. But we won't stop there. This is not about the money anymore, this is about ripping off people. You are a scam. You really are. I suggest you get legal advice and a good accountant because no one in his right mind will understand your explanation….
You people are digging your own burial ground. Anyone, it doesn't even have to a lawyer. Anyone who reads this will understand plainly that the commission was charged to us. You just incriminated yourself thru your last email.
I suggest you get the advice of your lawyer regarding this matter, so that you will get a clear view of what is happening and also, go back to training. Ask any person outside your office if they will understand your explanation. Explain to them where the 411.70 went. Take note, our rate per night was 205.85 GBP per night. We paid a total of 1655.77 to the hotel for 8 nights, and you are deducting 411.70 from our deposit (commission for 8 nights)
Why don't you just admit it. You placed the wrong rate on the net. The rate that you placed on the net did not include your commission. That's why you are trying to get the commission from us, right?
Look at you rate on the internet now and the rate of hotel, your rate now is higher by 20 GBP from the Hotel's rate. So you really made a mistake of not adding your commission on our booking. Instead of adding your commission, you place the original rate of the hotel, that's why you are getting the commission from us. It is now very very clear
Crystal clear. So now, we know what to tell our lawyer. They will get in touch with you. You got a lot of explaining to do. Again, our confirmation was 205.85 GBP per night. We paid a total of 1655.77 to the hotel for 8 nights, and you deducted 411.70 from our deposit (commission for 8 nights).
I will make sure all innocent people will be aware of who they are dealing with
And I will make sure that you will be charged with all of my lawyer's expenses.
Again, our confirmation room rate was 205.85 GBP per night. We paid a total of 1655.77 GBP to the hotel for 8 nights, and you deducted 411.70 from our deposit of 617.55 GBP (commission for 8 nights = 51.46GBP / night).
Just admit that you made a mistake on not adding your commission on the internet at that time, that's why you are getting your commission from us. Do you honestly think that we should be charged for the mistake that you made? Why not admit and face your mistake?
Oh, I was wrong, you actually add 50 GBP from the hotel's rate. In our case, you forgot to add the 50 GBP on the internet, that's why the booking confirmation that we got was only 205.++ GBP which was also the room rate of the hotel. You should have placed 255.00 GBP, not 205.00 GBP.
So the mistake was really yours, whether you admit it or not, your people made a mistake on your rate. You should honor the booking confirmation that you gave us. You should be responsible for the mistake that you made, and not charge it to us.
Just ask people outside your office if what I am saying is right or wrong. If I do make sense or not. Get some advice
You do add 50 GBP from the hotel's original rate
I hope poeple will learn about it.
Since you made a mistake of not adding 50 GBP at the time we booked our rooms, you should honor the rate that you gave us. I have here you confirmation in black and white. And it is 205.++ GBP
Be responsible, you won't lose anything, anyway. You just lost the 411.++ GBP from this transaction, but you really didn't lose anything. It was your mistake anyway. We are not naive. Wake up!!!
Prove me wrong, and you will never hear anything from me again
Attention all travelers!!! Splenadia charges around $50.00 to $90.00 per night as their commission. Check their rates, and then check the hotel's rate, you'll see the difference. Be careful.
Dear Miss FELICIANO,
You left the hotel a week ago and it can take a while to investigate this. We are now investigating into the amount paid at the hotel. If you have to get money back, it will be done by the middle of next week.
Splendia does NOT charge any booking fee and I can also tell you that we do not have any control on the prices as our hotels upload them directly without us being able to modify them.
We have been operating for 5 years already and steadily growing since then, based on the trust and the satisfaction of our customers. You can easily imagine that, if we were charging 50 euros as a booking fee, we would be long out of business.
I will keep you updated as soon as everything is solved.
Best regards,
David Bennet – Splendia Community Manager
There would not have been an investigation, had you forwarded the deposit to the hotel from the very beginning.
What is there to investigate? It is very clear. Our booking confirmation was 205.85 GBP, do you want me to email you that booking? We paid the hotel in full for that amount. So where did our deposit of 617.55 GBP go?
Dear Miss FELICIANO,
As explained before, we do have your booking confirmation stating the exact same amount. However, if you paid the hotel in full for that amount, it was a mistake as you should have been asked only 75%. Amount which was clearly stated on your booking confirmation as you presented it to the hotel.
As it seems that the hotel charged you 100% instead of the agreed 75% in our partners contract, we are currently contacting them in order to get your money refunded.
It should be done by the middle of next week.
Thank you for your patience and understanding.
Best regards,
David Bennet – Splendia Community Manager
You left me with no choice. Another week has gone by. I have already hired a lawyer, and this time, it's not only the refund that I will be after, but including all the expenses that will be incurred. I will sue your company and spread the news.
Greed has gotten over your conscience.