Kongress-Otel' Meridian — Hotel in Murmansk

I had a room booked at Congress Hotel Meridian, Murmansk from 28 Dec 2021 to 29 Dec 2021 for me and my wife. But upon reaching the hotel, we were not allowed to check-in to the hotel due to Covid restrictions and our RT PCR negative certificate was older than 72 hours. The date on the certificate was 23 Dec 2021, which we took before traveling to Russia. We had told the hotel representative that we have the vaccination certificate with which we were allowed to travel to Russia and also we were allowed to stay in other hotels during previous days of travel in Russia. But the representative told us that they cannot allow check-in without an RT PCR negative certificate which is taken within 72 hours of check-in. So we agreed with them not to check in upon the assurance from the representative that they will cancel the booking from the hotel side and will refund the full reservation amount to my payment card as soon as possible. But the refund has not been reflected on my card after many days. So I contacted the hotel via email for which the hotel representative denies to do the refund stating the following reason.

Dear Vishakh B,

our hotel works  according to the Murmansk region Government decree No. 773-PP from 27.10.2021 Starting on the 26-th of when check-in you must provide one of the following: full vaccination (registered in Russian Federation) course certificate (COVID-19); a document confirming the negative COVID-19 test result of laboratory examination of biomaterial by PCR method, sampled not earlier than three calendar days before check-in; document confirming that the guest had been ill; document confirming the existence of medical contraindications for vaccination.

If there were no such information in your booking confirmation - not our fault. But the fault of the provider of your booking.

Besides Trip.com did not send any request cancellation of a fine to our hotel.

I had received the booking confirmation from the Congress Hotel Meridian which doesn't mention anything about the requisites mentioned in their email. This was told to me when I emailed them enquiring about the refund. The hotel is also telling that it's the fault of the booking provider. Very disappointed with the response from the hotel for not keeping up with their words and also for the difficult experience we had to face for a reason that was not informed to us by the hotel while confirming...

That hotel was the worst travel experiance ever! When i came they charged me in Cash for one nigth, even i had a prepaid booking for 2 night. Next they the key card of corse not anymore worked. ||But the next day i catched a crazy food poison and i wanted to get some medicin and health assistance but they refused to help as they didnt wanted to take the responsibility. At least some coal tabletts i became. Unfortunatly myself could go to any Pharmacy as i cant stay longer than 2min away from any toilet. ||My Russian friend tried to make them to understand that i serious need medical help. But they refused to call a doctor or ambulance it hast to be by myself. So i called the reception myself and ask for an ambulance. And she seriouslsy forwared me to restaurant. As she didnt understood anything. I called again and explaind i need an ambulace. She sayes ok please wait. 2h, 3h nothing came. ||My friend asked for late check out they agreed till 4pm. Which i really was glad. As i noticed at 4pm i cant move at all i called after the room mate came the front desk and ask to prolong till tomorrow and they sayed ok its possible. ||At 6:15pm too ladies came and sayed i need to move out as they need that room. I sayed wait i prolonged which they didnt knew. ||No idea whats wrong in this hotel but thats no service at all. And you can not ask for the room of the customer in worst condition. There you need to find a harder solution. ||Is i tried to catch my flight at 19:50 i took a taxi imidiatly as moving arround dont help at all. I booked already a flight for next day as well. which was a waist of money. And now they serious as over my touroperator for a late check out fee. ||Thats out of this world! ||Rooms actually would be quiet good but serious below anything i...

That hotel was the worst travel experiance ever! When i came they charged me in Cash for one nigth, even i had a prepaid booking for 2 night. Next they the key card of corse not anymore worked. ||But the next day i catched a crazy food poison and i wanted to get some medicin and health assistance but they refused to help as they didnt wanted to take the responsibility. At least some coal tabletts i became. Unfortunatly myself could go to any Pharmacy as i cant stay longer than 2min away from any toilet. ||My Russian friend tried to make them to understand that i serious need medical help. But they refused to call a doctor or ambulance it hast to be by myself. So i called the reception myself and ask for an ambulance. And she seriouslsy forwared me to restaurant. As she didnt understood anything. I called again and explaind i need an ambulace. She sayes ok please wait. 2h, 3h nothing came. ||My friend asked for late check out they agreed till 4pm. Which i really was glad. As i noticed at 4pm i cant move at all i called after the room mate came the front desk and ask to prolong till tomorrow and they sayed ok its possible. ||At 6:15pm too ladies came and sayed i need to move out as they need that room. I sayed wait i prolonged which they didnt knew. ||No idea whats wrong in this hotel but thats no service at all. And you can not ask for the room of the customer in worst condition. There you need to find a harder solution. ||Is i tried to catch my flight at 19:50 i took a taxi imidiatly as moving arround dont help at all. I booked already a flight for next day as well. which was a waist of money. And now they serious as over my touroperator for a late check out fee. ||Thats out of this world! ||Rooms actually would be quiet good but serious below anything i...