Mercure Beijing Zhongguancun

Dear Mercure Beijing Zhongguancun Team, I am writing to formally lodge a complaint regarding a serious billing issue during my recent stay at your hotel. Booking Details: Booking Platform: Agoda Booking Reference: 1981795479 Stay Duration: April 30, 2026 to May 04, 2026 (4 nights) I had already fully paid for this booking in advance via Agoda, which is why I received a confirmed reservation. I also have clear proof from my credit card statement showing that the payment was successfully processed. However, upon arrival at your hotel, I was informed by your reception staff that my booking had not been paid. Despite presenting my Agoda confirmation and credit card payment proof, your staff insisted that I needed to pay again in order to check in. Due to communication challenges (as the staff had limited English proficiency), I had to rely on a translation app to understand the situation. During this process, your staff assured me (which I have photographic proof of) that: “The fees you paid before will be refunded to you the same way when you check out.” “We did not charge you the amount you paid. Don’t worry, all you need to do is take out your card and let us swipe it. This is just a way for you to leave a credit guarantee information.” Based on these assurances, and with no other option to proceed with check-in, I allowed my card to be charged again. Unfortunately, it has now been more than two weeks since my stay, and no refund has been processed. My credit card statement clearly shows that I was charged twice for the same booking. This situation is unacceptable. I am requesting the following: Immediate investigation into the double charge Full refund of the duplicate payment without further delay A clear explanation of how this issue occurred Confirmation once the refund has been processed I will be attaching all supporting documents, including: Agoda booking confirmation Credit card statements showing both charges Photo evidence of the staff’s written assurances Please treat this matter as urgent. If no resolution is provided promptly, I will escalate this issue further through Agoda, my bank, and relevant consumer protection channels. I look forward to your immediate response and resolution.