FRAUD - Cancelled booking and only refunded partial amount of money!
SERIOUS FRAUD - I will raise an official complaint with the Spanish Authorities Agència Catalana del Consum or the Oficina Antifraude de Catalunya to indicate the 'predatory booking arbitrage' practices at this company. Please avoid this company (FYI: the phone number in the picture doesnt even work!)
To summarise: they took my money, cancelled my booking, refunded only half, gave false information on the phone while I was stranded at a hotel reception, and have been stalling for almost two months. Now, not even sure if they even booked a lower room class than I paid for.
Booked two hotel rooms in Paris through Stayforlong for 27–29 June 2026 and paid CHF 809. Stayforlong then cancelled the booking themselves due to a "system error" — not me. Seven weeks later, I've only received CHF 420 back. The remaining CHF 389 is still missing despite numerous emails. Their own support team acknowledged the discrepancy and promised escalation to their Finance Team, but nothing has happened. They also retained the travel insurance premium even though they caused the cancellation.
It gets worse. The second room was registered under the wrong guest name, so the hotel refused to let us in. I called Stayforlong twice. First call: they promised a callback in 30 minutes — never came. Second call: they told me they had contacted the hotel and everything was confirmed. The hotel told us directly that no such call was ever made. The hotel staff resolved it themselves — not Stayforlong.
Update 4 July 2026 - only after immense escalations did I receive my full refund back; but if I were not so persistent in my follow up and escalation with this company, I do not think that I would have received the full refund. Thanks nevertheless that I received the full refund now. It helps avoiding to involve my bank to get this sorted out.
Reply from Stayforlong
Dear Marcel,
We are deeply sorry for the immense frustration, delays, and stress you experienced during your trip. We completely understand your anger, and we sincerely apologize for the lack of agility in providing you with a solution. This does not reflect the standards of service we aim to provide.
We want to assure you that your case has been fully addressed. Following some technical difficulties, our team has officially processed the remaining refund of CHF 389 back to your original payment method today, completing the total amount of your booking.
As our team mentioned in the latest email sent to you, please allow between 3 to 5 business days for these funds to be reflected in your account, depending on your banking institution.
We deeply regret all the misunderstandings and the time it took to resolve this matter. We remain at your entire disposal through our communication channels.
Sincerely,
The Stayforlong Team