Reclamo N° 255357

30 Dicembre 2021
We are 4 people from Bosnia and Herzegovina and we booked accommodation at Residence Sovara for the period 15th-22nd January 2022 under the family name Tutnjevic (Residence Sovara - Apartments in Val Gardena). We paid the requested deposit of 500 EUR on 19th of October and the Residence confirmed receipt of the deposit on 26th of October 2021. Residence Sovara cancellation policy says: We apply the following conditions in case of cancellation: "Free cancellation for impossibility to travel for COVID19 until 7 days before arrival. Free cancellation in every moment in case of COVID19 infection." On 16th of December we sent an email to Residence Sovara to check if we as Bosnia and Herzegovina citizens can travel to Italy following the latest Italian Government measures. On 17th of December we received a response from Sybille Demetz of Residence Sovara to inform us that we can not enter Italy and that the measures will be revisited on January 15th 2022 when we should already be in Italy. We were asked if we can move our vacation to after the 15th of January 2022 to which we responded negatively since this is not possible for us. Consequently, on 17th of December we asked again for our booking to be canceled and our deposit to be returned since we are prevented from entering Italy by the Italian Gov measures related to Covid-19. Mrs. Demetz responded and I quote "we wait." We again asked for our deposit to be returned through e-mail correspondence on 24th of December but we have not received any response from the Residence Sovara or their representative. I would appreciate it if you could advise us to whom we should make an official complaint and who can help us resolve this issue? We are only asking for Residence Sovara to comply with their own cancellation policy. We have asked Val Gardena tourist office to help us resolve this problem though an email sent to them on 29th of December, they responded by email on the 30th December to say that Mrs. Demetz will return deposit mid January 2021. Without any explanation why mid January, when exactly in mid January and why do we have to wait one month from our cancelation request to receive our deposit back? We need our money immediately and Residence Sovara is unlawfully keeping our money for as long as they want. I have all e-mail correspondence with Sovara Residence and Mrs Demetz and I can provide it at your request. I have proof of paid deposit as well. You can also check their cancelation policy on their web page Looking forward to hearing from you.
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