I booked The green dragon earlier in the year and the trip was just going to be for myself and my small dog. At a later date, my friend decided to come with me and I called the Green dragon to book her and her small dog in . I was informed that they only allow one dog, so therefore had to cancel the accommodation, which was on or around the 9th May. I received an email confirming the cancellation and screenshot it straight away, something I always do with bookings or purchases. I had to book somewhere else that allowed two dogs. I thought no more about it until I got back that weekend and looked at my banking. I had been charged full amount by the Green Dragon, £210. I phoned the Green Dragon and after two days of being unable to talk to the manager, as she was away overnight, I did eventually get to talk to Christine, explaining the situation and she said that their end it didn’t show that I had cancelled. I said I would send her the screenshot to avoid this happening again in the future but she said, ‘Don’t bother, I’m retiring in two weeks time, it won’t affect me’. How unprofessional and very unconcerned she was. Christine was very rude. I did send her the original screenshot in the end, but she said that was not good enough to get a refund. I had to send the original email, which I no longer had. It was only when I called them to add my friend on the booking, that I found out that only one dog was allowed. For this reason only I cancelled the booking. Why would I not cancel at this point. If two dogs couldn’t stay there, it was not possible for me to stay there and I had to find alternative accommodation. I cancelled there and then. I got the email confirmation of cancellation, but it is not my fault that their system failed to keep this information. It is very unfair that I had to pay for their mistake. I am being penalised for something which is not my fault. Christine has been very unhelpful and refuses to acknowledge any mistake made on their part. Christine would not even consider paying me half the amount back, which under the circumstances I thought would be the fairest way for both of us. I am £210 out of pocket.
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