u/k1ttk4

I'm posting this because I'm honestly at a loss as to how Revolut expects me to resolve this and if I will see my money ever again.

On 30 June 2026, my family (2 adults + 2 children) arrived at Charmillion Gardens Aquapark in Egypt for a Revolut Stays booking that I had paid €1344 for.

The booking was confirmed in the Revolut app.

We were refused check-in because incorrect nationality information had been transmitted with the booking. This was not information I entered incorrectly, Revolut's own Complaints Analyst later acknowledged that an issue prevented the correct guest details from being transmitted to the hotel's system and described it as a communication breakdown between the travel booking partner and the hotel.

We spent hours in the hotel lobby trying to get the problem resolved late at night after a day of travelling. I had two exhausted children with me, and my son eventually fell asleep in the lobby.

We contacted Revolut Support straight from there, even the hotel called their travel partner, but no solution was found. Eventually Revolut Support told us to book an emergency room ourselves for the night and keep the receipt for reimbursement and let's hope that they will be able to solve the issue the next day during working hours. The following day we spent on the chat with Revolut Support and at the reception of the hotel. The original booking still couldn't be used, they couldn't solve the issue until 6 PM, so we had to rebook our holiday through another provider at the last minute, at approximately €485 more than the original booking. So I paid twice for the same holiday, second time even more than before.

I then spent weeks contacting Revolut, repeatedly being told the issue was being escalated and that I would receive updates. Eventually I filed a formal complaint.

Revolut upheld my formal complaint and paid me €175 in redress, explicitly acknowledging the poor handling of the situation, the repeated delays, broken commitments and the failure to properly handle my initial complaint.

However, the actual €1344 booking remains unpaid, not refunded, together with the €485 extra I paid for the last minute booking.

After the formal complaint, Revolut told me the reimbursement claim was still open and being pursued. They eventually contacted their provider, Nuitee, who contacted the property. The property refused the refund.

Revolut's current position is that because the booking was "non-refundable", they will not reimburse me.

But this was not a cancellation, it was a mistake from their side that I had nothing to do.

I didn't make the decision not to use the hotel. I arrived at the hotel and was refused the accommodation because of an error in the booking information.

I've also pointed Revolut to their own Stays Terms concerning situations where a Stay can no longer guarantee a confirmed booking, but their final position remains unchanged.

I've now exhausted the formal complaints process, received a Final Response, had the case reviewed by a manager, and still been refused reimbursement.

I'm currently seeking advice from ECC Malta about my consumer rights and the appropriate next step, but the process is tiring and I can't believe that in such a clear case I was refused to have a refund.

Revolut, I need support, if someone from the Stays/support escalation team can actually review this case, I'm happy to provide the complaint reference and all documentation by DM.

I'm not looking for another apology or another instruction to contact the hotel. I would simply like Revolut to take responsibility for a booking that was confirmed, paid for, and ultimately could not be honoured and receive my money back.