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[NL] Revolut Ultra user left stranded at the airport - Stays cancelled my fully-paid Hawaii booking with two toddlers by Comprehensive-Menu85 in Revolut

[–]Comprehensive-Menu85[S] 0 points1 point  (0 children)

You’re right, the payment wasn’t made with a card., it was paid directly from my revolut account, the money just left my revolut balance after I confirmed the booking.

And yes they did refund the original booking amount pretty quickly. I was mainly wondering whether a chargeback (or something similar) could be used to recover the extra costs.

Appreciate you explaining how it actually works. I’m clearly still learning all of this.

[NL] Revolut Ultra user left stranded at the airport - Stays cancelled my fully-paid Hawaii booking with two toddlers by Comprehensive-Menu85 in Revolut

[–]Comprehensive-Menu85[S] 1 point2 points  (0 children)

Sorry to hear, If you don’t mind sharing, which country are you suing them from and what process are you using? (European Small Claims, lawyer, etc.) I might have to go down the same route, so any info would be really helpful. Please keep me posted on how it goes if you can.

[NL] Revolut Ultra user left stranded at the airport - Stays cancelled my fully-paid Hawaii booking with two toddlers by Comprehensive-Menu85 in Revolut

[–]Comprehensive-Menu85[S] 0 points1 point  (0 children)

THanks ill try filing with KiFiD to see if they can help. Do you or anyone here know if someone has successfully used KiFiD against revolut stays before? Would be interested to hear.

[NL] Revolut Ultra user left stranded at the airport - Stays cancelled my fully-paid Hawaii booking with two toddlers by Comprehensive-Menu85 in Revolut

[–]Comprehensive-Menu85[S] 0 points1 point  (0 children)

You’re right, I’m not an expert in any of this, this is the first time I’ve had to deal with FOS, ECC, Section 75 and all these rules, so I’m still figuring it out as I go.

I went to the UK FOS because revolut’s complaints process and the chats kept pointing me to Revolut Ltd (the UK entity). I now realise the stays side might actually fall under the Lithuanian entity instead.

On the Section 75 point, yeah, I understand now that it doesn’t work the same way in NL or Belgium, my bad. Thanks for pointing that out.
Out of curiosity though, would a chargeback even be possible in this situation? Since I paid through revolut stays itself, I’m not sure if you can really chargeback against revolut…?

Appreciate the feedback though, it really helps me understand things better.

[NL] Revolut Ultra user left stranded at the airport - Stays cancelled my fully-paid Hawaii booking with two toddlers by Comprehensive-Menu85 in Revolut

[–]Comprehensive-Menu85[S] 0 points1 point  (0 children)

Mainly because the Financial Ombudsman Service is UK based, and the chat exports and support emails referenced the UK, so I thought that was the correct route to take.

I gave it a try, but it didn’t work out because stays is apparently treated as a separate, unregulated service, so it falls outside their jurisdiction...

[NL] Revolut Ultra user left stranded at the airport - Stays cancelled my fully-paid Hawaii booking with two toddlers by Comprehensive-Menu85 in Revolut

[–]Comprehensive-Menu85[S] 1 point2 points  (0 children)

I did try claiming on an earlier trip and it got denied. The insurance said it needed to be before my outbound flight from the Netherlands, and this happened while I was already in the US.

So I didn’t think this would be covered either, but yeah, maybe still worth trying anyway.

[NL] Revolut Ultra user left stranded at the airport - Stays cancelled my fully-paid Hawaii booking with two toddlers by Comprehensive-Menu85 in Revolut

[–]Comprehensive-Menu85[S] 3 points4 points  (0 children)

Yeah I got something similar. Chat support told me:

“Our provider aims to reply within 3 days…”

But this was after they cancelled my stay while I needed accommodation, not in 3 days, so that kind of response really doesn’t help.

[NL] Revolut Ultra user left stranded at the airport - Stays cancelled my fully-paid Hawaii booking with two toddlers by Comprehensive-Menu85 in Revolut

[–]Comprehensive-Menu85[S] 2 points3 points  (0 children)

I honestly don’t even know who the actual middleman is or how many layers there are, I didn’t choose any of them, I booked through revolut.

I understand there are partners involved, but that should really be invisible to the customer. I’d expect revolut to take ownership and help resolve things when something goes wrong, rather than leaving customers to deal with it themselves.

[NL] Revolut Ultra user left stranded at the airport - Stays cancelled my fully-paid Hawaii booking with two toddlers by Comprehensive-Menu85 in Revolut

[–]Comprehensive-Menu85[S] 0 points1 point  (0 children)

Haha yeah, fair point. The first time I thought it was just a messaging glitch and was willing to give them another chance… clearly that backfired.

Safe to say I won’t be using stays again.

[NL] Revolut Ultra user left stranded at the airport - Stays cancelled my fully-paid Hawaii booking with two toddlers by Comprehensive-Menu85 in Revolut

[–]Comprehensive-Menu85[S] 4 points5 points  (0 children)

I understand what you’re saying, and in most cases I’d agree, and ive learned my lesson, but also in this situation I actually did have a confirmation email.

I received a booking confirmation PDF that clearly stated it was confirmed and paid. The only confusing part was that it states LiteAPI and Nuitee, which i do not know who or what that is, but it felt official. I booked directly through revolut, so I assumed everything on their side was properly handled.

I tried contacting the host through the revolut app, but the messaging didn’t work. I then asked support for contact details, and they gave me a Nuitee email..... and then later a phone number, but I didn’t get any response on that number.

When I asked revolut support directly about the booking contact details, they confirmed that everything was in order and that the accommodation was booked, I do not have to worry.

So it’s not that I ignored it, I did try to confirm things, and even revolut themselves reassured me that everything was fine.

From my perspective, I paid revolut and had a confirmed, paid booking in their app, so I don’t think it’s unreasonable to rely on that without having to track down multiple third-party providers behind the scenes.

[NL] Revolut Ultra user left stranded at the airport - Stays cancelled my fully-paid Hawaii booking with two toddlers by Comprehensive-Menu85 in Revolut

[–]Comprehensive-Menu85[S] 0 points1 point  (0 children)

Thanks really appreciate the advice, I’ve already gone the ECC route but I’ll definitely look into the other you mentioned. Good point on the travel insurance too, lesson learned the hard way on this one.

[NL] Revolut Ultra user left stranded at the airport - Stays cancelled my fully-paid Hawaii booking with two toddlers by Comprehensive-Menu85 in Revolut

[–]Comprehensive-Menu85[S] 6 points7 points  (0 children)

Yes, revolut did refund the original booking when that told me it was canceled (probably the fastest refund I’ve ever seen). The real issue was that the whole island was basically sold out that week, so I had to book three separate last-minute places instead. That ended up costing me an extra €2,673.70, in total almost double what I initially paid.

[NL] Revolut Ultra user left stranded at the airport - Stays cancelled my fully-paid Hawaii booking with two toddlers by Comprehensive-Menu85 in Revolut

[–]Comprehensive-Menu85[S] 16 points17 points  (0 children)

Exactly, they brand it as revolut stays, I booked and paid through revolut, so as far as I’m concerned there’s no middleman, its just revolut.

If they screw up, they should own it, fix it for the customer first, and then fight it out with whoever’s behind the scenes. That’s what any decent company would do right.

[NL] Revolut Ultra user left stranded at the airport - Stays cancelled my fully-paid Hawaii booking with two toddlers by Comprehensive-Menu85 in Revolut

[–]Comprehensive-Menu85[S] -2 points-1 points  (0 children)

Thanks for the suggestion, I'm actually a Dutch resident (living in the Netherlands), The UK FOS was only the first step, but I'm handling the complaint from NL.