Unfortunately this is going to be a negative review of what was actually a very nice trip to koln and it is solely down to the management of the Urban Loft. I have been charged twice for our stay 20th - 22nd of December and have been holding out from writing a review hoping that the issue could be resolved. After pre-paying £228 for a 2 night stay in September 2021 through trip.com I was greeted at the reception desk at Urban loft with a "security deposit" of £228.87 / €266 to pay with the assurance that this will be refunded upon check out. After numerous emails back and forth with Urban Loft management they finally acknowledged that I had been charged twice and could not explain what had happened. 14 days ago management said I should expect a refund into my account in the coming days and that I should keep in contact so as to let them know when the refund was received - this refund never came and now management are ignoring my emails and not returning my calls.
Urban Loft have acknowledged that I was charged twice, my bank statements prove it and they are now holding onto my money with blissful ignorance. Now that I am back in the UK is it exceptionally hard to do anything else other than warn other travelers of what I have experience. If at the reception desk you are asked to pay a security deposit then do not!!
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