Reclamo N° 355446

Good day! I would like to request assistance regarding an issue. On June 11, 2025, I made a reservation through the stayforlong.com intermediary and paid the full room price, which was 211.62 euros. In the email, I was informed that I had paid the full room price, and that I would need to pay approximately 17 euros on-site. On June 13, 2025, we arrived in Naples, where at the central office handling the accommodation, we were required to pay 200 euros as a deposit and an additional 52 euros for the tourist tax, which was approximately the 17 euros mentioned. Before paying the 200 euros, I pointed out that the accommodation had already been fully paid for and I would not want to pay the 200 euros again. However, I was told that if I did not pay the 200 euros, I would not be able to check in, so I had no choice but to pay the requested amount. I was then promised that the 200 euro deposit would be refunded within 15 days. I contacted the stayforlong intermediary office, who confirmed that I had fully paid for the room, and that the additional amounts paid on-site were for the tourist tax, cleaning fees, and the deposit. As an intermediary, they concluded the matter with no further assistance. Now, after reading reviews on Google and Tripadvisor, it is clear that we are not the only ones who have encountered this situation. Several others have reported the same issue, stating that they never received their 200 euro deposit back. I hope you can assist with this matter, as it is highly frustrating that we were not informed at the time of booking about the 200 euro deposit to be paid on-site, and that the accommodation provider is not returning this amount. I kindly ask for your help in resolving this issue. Thank you, Tamás Herczegh