Castlemartyr Resort

As background: our flight was cancelled, and as a result we were stranded in a different city and were unable to reach the hotel that night. As soon as we became aware of the disruption, we proactively contacted the hotel to inform them of the situation. We also provided the hotel with documentation of the flight cancellation at their request, so that our circumstances would be clearly verified. Despite having done everything reasonably expected of us, including calling ahead and supplying supporting documentation, the hotel is now refusing to process our refund. Their stated reason is that we cannot provide the name and job title of the staff member we spoke with. This requirement does not make sense in this context: we had already informed the hotel of the situation in advance and supplied written proof of the cancellation. Asking for the identity and title of a staff member on top of that is an unreasonable and unnecessary condition, and appears to be a way of avoiding a legitimate refund rather than a genuine verification need. We were dealing with a stressful, unplanned situation caused entirely by the airline's cancellation, and we made every effort to communicate with the hotel in good faith and in a timely manner. It is not reasonable to penalize us for not recording the personal details of a staff member during that call, particularly when documentary evidence of the cancellation was already provided. This awful to see such hotel dealing with traveler in this manner