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Otel.com Complaint - Foreign transaction fee complaint review
Otel.com Complaint

Otel.com Complaint

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Foreign transaction fee complaint review


I was unfairly charged a foreign transaction fee by Mastercard without knowing Otel.com would be charging my credit card from Turkey. My travels were within the United States, Otel.com has offices in the United States, and I had no warning that there would be a fee for an international transaction. I understand that in the Terms and Conditions I agreed "The majority of credit card providers charge some sort of an International Transaction fee. This can be as much as 3% although Capital One not only doesn't impose its own fee, but it also eats the 1% fee that Visa or MasterCard impose. This fee is passed on by certain credit card providers because the charge for your booking has been processed outside of the country that you reside in. Please note that the charge has not been passed on by Otel.com and that we cannot be held responsible for any international transaction charges passed on by your credit card issuer." However, in advance of payment, your website did not state that my transaction for travel within the United States, paid for in United States currency would be processed in Turkey. This should have been clearly disclosed and was not.

I\'m requesting that Otel.com compensate me $27.oo for the foreign transaction fee I was charged by Mastercard and modify your website to clarify that the charge will be processed in Turkey, therefore is subject to such fees.

The response from otel.com was

Dear,

Thank you for your message and bringing this to our attention.

I would like to advise you that our clients opinion is very important for us and we will take your suggestions under the consideration.

However as per our Terms&Conditions in section International Transaction Fees

\\\'The majority of credit card providers charge some sort of an International Transaction fee. This can be as much as 3% although Capital One not only doesn\\\'t impose its own fee, but it also eats the 1% fee that Visa or MasterCard impose. This fee is passed on by certain credit card providers because the charge for your booking has been processed outside of the country that you reside in. Please note that the charge has not been passed on by Otel.com and that we cannot be held responsible for any international transaction charges passed on by your credit card issuer.\\\'

Therefore we are sorry however the refund is not applicable for your complaint.

Would it be fair to remind that you did accept the Terms and Condition at the time of booking.

Remember to compare our great hotel rates the next time you travel and we look forward to assisting you again in the future.

Kindest Regards

Alina

Customer Service Support

Otel.com

Basically, I did sign an agreement to pay foreign transaction fees charged by my credit card company when applicable, but had no warning the charge would be processed in Turkey since the site was in English with a US 888 call center number and I booked a hotel in Orlando, FL. Otel.com does have offices in the US, I'm told. Thanks for your assistance


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Comments


OtelcomStaff says: (7 years ago)
 0
Dear Traveller,

Thank you for your post and for bringing this complaint to my attention.

Firstly please accept my sincere apologies for any disappointment.

As I know you are aware, any international bank charges are beyond our control. However, I should like to have the opportunity to resolve this to your satisfaction and I shall look forward to hearing from you. When contacting me please include your booking tracking number....Thank you for your comments about modifying the website information and we shall certainly look into this.

Caroline
Customer Care Manager
caroline@otel.com






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