Hello,
I would like to file a formal consumer complaint regarding an unauthorized post-checkout charge processed by Starhotels Tuscany in Florence, Italy.
My travel companion made the hotel reservation through Agoda, and during our stay at Starhotels Tuscany, I personally paid the city tax using my Travel Wallet card under my name on April 20.
After we completed checkout on April 23 at approximately 10:50 AM, no hotel staff informed us of any room damage, maintenance issue, compensation request, or additional charge. We left the hotel under the understanding that our stay had concluded normally.
However, approximately 7–8 hours after checkout, while we were in transit for our international departure, the hotel attempted to process charges to my card without any prior notice or authorization.
The hotel initially attempted to charge approximately EUR 250. After the transaction failed due to insufficient balance, the hotel repeatedly attempted additional charges in different amounts, including approximately EUR 220, EUR 200, and EUR 140, before ultimately succeeding with a EUR 125 charge.
I believe these repeated split-amount payment attempts are highly irregular and difficult to consider normal or transparent payment processing behavior.
After discovering the charge, I contacted the hotel and was informed that the charge was allegedly related to damage to a toilet in the room.
The hotel later sent photographs that allegedly showed bathroom damage. However:
* the photographs did not clearly identify the room,
* there was no objective proof that the bathroom belonged to the room we stayed in,
* there was no evidence regarding when the damage occurred,
* and there was no evidence proving that we caused the alleged damage.
I subsequently requested additional evidence, including:
* confirmation that the photographed bathroom was our room,
* inspection records,
* repair records or invoices,
* maintenance documentation,
* and objective evidence regarding the timing of the alleged damage.
However, despite multiple requests by email, the hotel has failed to provide clear answers or sufficient supporting documentation.
At no point during checkout or afterward was I properly informed of the alleged damage before the charge was processed. I was not given any opportunity to inspect the alleged damage, dispute the accusation, or consent to the additional payment.
Therefore, I consider this EUR 125 charge to be an unfair and unauthorized post-checkout charge processed without proper consumer notification, sufficient evidence, or explicit consent.
As the hotel has failed to objectively demonstrate responsibility for the alleged damage, I do not believe the consumer should bear this charge.
I respectfully request assistance and guidance regarding possible consumer protection procedures and dispute resolution options under Italian or EU consumer protection standards.
I am also currently pursuing a formal chargeback procedure with my card issuer regarding this disputed transaction.
Thank you for your time and assistance.
Name of the hotel: Hotel Starhotels Tuscan
hotel e-mail: reservations.tuscany.fi@starhotels.it
Check-in: April 20, 26, 22:15 Korean time
Checkout: April 23, 26, 10:53 AM Italian time
