Hotel says they can't refund card because my bank is refusing - bank says no issues (fully refundable booking and within time frame)
Hoping for assistance - my sister made a reservation with a hotel (fully cancellable 24 hours ahead of check-in per confirmation). The hotel took the full amount from her credit card a few days after reservation made (large amount). She's been after them for months because they tried to retroactively apply a "no-refund policy due to FIFA" which was never communicated until 3 months after & not on orginal res confirmation. They have since apologized but she's over it and cancelling her stay. They now need to do full refund but said "tried to refund but her bank is refusing". The bank has confirmed multiple times there are no issues/restrictions and see no attempts of refund. Her online booking shows "cancelled" so it's officially gone, but they keep coming back to say "you bank is refusing the refund sharing a screenshot from their syestm that says "Failed to settle amount on credit card/Please Retry". They give no other reference/transaction, etc. And the GM is very non responsive.