a VirtualTourist member
We stayed at the Motonago ryokan during our trip to Japan late last year. They unscrupulously decided to help themselves to an extra $200 from our credit card that was unauthorised. Since this is obviously fraudulent behaviour, does anyone know if we can report them to the police or any other tourism agency in Japan? They have refused to refund the money they stole from our account.
Have the company who took the money given you a reason? Some Hotels will deduct mini bar expenses up front but this should be refunded within days.
Yes, contact the Bank who issued the card, they can reverse a transaction.
No reason for the deduction. They took the money out even before our stay as we had to give them credit card details to secure the booking. They then charged us the full amount for our stay, including all food and drink upon checkout. We have made a complaint to the credit card company but this takes time and we also want to explore other options to recover our money since the ryokans response to date has been unsatisfCtory
Your issuing bank, in your home country, should refund the amount. CC refunds are not common in Japan. Most of the time you are stuck with what is charged on your card. I think it's a waste of time to pursue the ryokan from outside of Japan.
Do us a favour, post the website and name of this ryokan as a tip so it's in the archives. You have been talking about this for over a month and have yet to name the ryokan in question.
Good idea. The ryokan is Motonago and it is in Kyoto. The website is http://www.motonago.com/en/top.html.
I'll post a tip now.
Thanks for your help!
As a retail banker I deal with this sort of situation all the time. All you need to do is dispute the transaction with your card provider (in my bank's case, clients only generally need to complete a 1 page form. It may take a while to work through, but as Sfumatopants suggests, contacting the ryokan from overseas is rather likely to be a fruitless waste of time.
Yes, it is frustrating dealing with this situation from overseas, particularly as it is difficult finding information about consumer complaint bodies in Japan and it is unclear whether this is even a regulated industry. The credit company says they are making an investigation. However, we have doubts about the prudence of their efforts as we have offered to send them a copy of the invoice and other documentation showing we paid the full amount upon checkout and they have not bothered to request it. This does not give confidence that they will conduct a thorough investigation.
Sfumatopants hinted at it but I will put it a little more bluntly, the ryokan association or any of the tourist boards will not give a flying you know what about a foreign tourist's complaint.
Best you can do is to dispute the charge as you have done, and post your experience on the internet, which you have also done.