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tania p
Extremely disappointing refund experience
AURA SKYPOOL的点评
点评：We made a reservation for April. In the initial booking confirmation, it clearly stated that we would be entitled to a full refund if we cancelled at least 14 days in advance.
When we cancelled in March, however, we suddenly received an email stating that, according to their terms and conditions, a refund was only possible if the reservation was cancelled at least 30 days in advance. Fortunately, we had cancelled well within that 30-day period, so we met their requirements and there could be no discussion about our entitlement to a refund.
Since then, it has been six months of emails and excuses, but still no refund.
AURA repeatedly confirmed that we were entitled to a refund, but told us that our payment was in a “queue” and that there was nothing they could do about it.
In August, they finally provided an ARN number and asked us to contact our bank. We did so immediately, but our bank confirmed that they had received no refund and that there was no pending transaction.
We then asked AURA to provide proof that the refund had actually been processed, including the processing date. Since that request, they have stopped responding to our emails altogether.
The most frustrating part is that they have repeatedly acknowledged that we are entitled to the refund, yet six months later, we still have nothing and are now being ignored.
This is simply unacceptable and extremely unprofessional customer service. I would strongly recommend thinking twice before booking with this company, especially if you may need to cancel.
When we cancelled in March, however, we suddenly received an email stating that, according to their terms and conditions, a refund was only possible if the reservation was cancelled at least 30 days in advance. Fortunately, we had cancelled well within that 30-day period, so we met their requirements and there could be no discussion about our entitlement to a refund.
Since then, it has been six months of emails and excuses, but still no refund.
AURA repeatedly confirmed that we were entitled to a refund, but told us that our payment was in a “queue” and that there was nothing they could do about it.
In August, they finally provided an ARN number and asked us to contact our bank. We did so immediately, but our bank confirmed that they had received no refund and that there was no pending transaction.
We then asked AURA to provide proof that the refund had actually been processed, including the processing date. Since that request, they have stopped responding to our emails altogether.
The most frustrating part is that they have repeatedly acknowledged that we are entitled to the refund, yet six months later, we still have nothing and are now being ignored.
This is simply unacceptable and extremely unprofessional customer service. I would strongly recommend thinking twice before booking with this company, especially if you may need to cancel.
翻译：我们预订了四月份的行程。最初的预订确认函上明确写明：只要提前至少14天取消，我们就能获得全额退款。
然而，当我们在三月份取消预订后，却突然收到一封邮件，称根据他们的条款与条件，只有在提前至少30天取消的情况下才能退款。幸运的是，我们的取消时间远远早于这个30天的期限。因此我们满足了他们的要求，也就不存在我们是否有权获得退款的问题了。
从那以后，六个月来我们不断收到他们的邮件和各种借口，但始终没有收到退款。
AURA多次确认我们确实有权获得退款，却声称我们的付款请求正处于“排队处理”状态，他们也无能为力。
八月时，他们终于提供了ARN编号，并要求我们联系银行。我们立刻照做了。不过我们的银行证实，他们并未收到任何退款，也没有任何待处理的交易记录。
随后我们要求AURA提供退款确实已处理的证明，包括处理日期。自提出该请求后，他们便完全不再回复我们的邮件了。
最令人沮丧的是，他们多次承认我们有权获得退款，但六个月过去了，我们依然一无所获，现在甚至遭到冷落、无人理睬。这种客户服务简直不可接受，也极其不专业。我强烈建议大家在向这家公司预订服务前三思，尤其是当你可能需要取消预订时。
然而，当我们在三月份取消预订后，却突然收到一封邮件，称根据他们的条款与条件，只有在提前至少30天取消的情况下才能退款。幸运的是，我们的取消时间远远早于这个30天的期限。因此我们满足了他们的要求，也就不存在我们是否有权获得退款的问题了。
从那以后，六个月来我们不断收到他们的邮件和各种借口，但始终没有收到退款。
AURA多次确认我们确实有权获得退款，却声称我们的付款请求正处于“排队处理”状态，他们也无能为力。
八月时，他们终于提供了ARN编号，并要求我们联系银行。我们立刻照做了。不过我们的银行证实，他们并未收到任何退款，也没有任何待处理的交易记录。
随后我们要求AURA提供退款确实已处理的证明，包括处理日期。自提出该请求后，他们便完全不再回复我们的邮件了。
最令人沮丧的是，他们多次承认我们有权获得退款，但六个月过去了，我们依然一无所获，现在甚至遭到冷落、无人理睬。这种客户服务简直不可接受，也极其不专业。我强烈建议大家在向这家公司预订服务前三思，尤其是当你可能需要取消预订时。
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