AirAsia review: Refund not received

Sir/Madam:

I am writing this letter on behalf of our client, JUNA B. ALLERA, who has booked rooms at Hennan Lagoon Resort at your APP, on May 22, 2023 and cancelled it on the same day and was not refunded.

Accordingly, she had planned this trip to Boracay to treat her children with a much deserve vacation, and upon hours of searching, she decided to book a room with your resort on May 22, 2023 as evidenced by her booking details with Order No. [protected], and paid Php 14, 262.00 for their accommodation, copy of said booking details is attached hereto as ANNEX A.

However, on the same day, May 22, 2023, she decided to cancel her booking with your resort and transfer to HENNAN PALM BEACH. In the same booking, it was indicated that she requested for a refund and such will be processed in 14 working days. Unfortunately, up to present, no refund was ever successfully initiated and completed.

In addition, her booking details with AirAsia, seems to show that she was already refunded the amount indicated above for the same booking number but in truth, no refund was ever made. A copy of her booking details with AirAsia, is hereto attached as ANNEX B.

Upon your failure to refund, she tried to contact you but was inform that the amount she paid is non-refundable which we disagree. Considering that it was cancelled on the same day and that your ‘non-refundable policy’ was not clearly communicated with our client, and worse, she was made to believe that she will be refunded within 14 days after cancellation, these circumstances justly warrant a refund on your part.

With all these things considered, we hope that this letter is seen as an attempt to settle fairly and to recover what is only due and to alleviate the damage caused to our client to also to avoid unjust enrichment. We are in firm belief that it is only a miscalculation on your part and we are hoping for a positive and constructive resolution.

For inquiries, you may contact us at the above-listed office phone number.

Thank you very much.

Respectfully yours

Atty. Fhynn San Jose