Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/08/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ********************** - booked 3 tickets from ********* to HoChiMinh from July 8th - July 17th, 2022 at the beginning of May 2022. I called July 6th because my reservation wasn't showing up. I've been speaking around the clock with agents for past 30 hours. Snaptravel booked my flight through two different airports in ***** which American Airlines told me is not allowed since 2020. American Airlines cancelled this flight back in May yet nothing was done about it. I was not notified. Snaptravel made no effort to fix this until I called July 6th to check on the flights. Apparently these tickets should have never gone through in the first place. I'm supposed to be presenting at an international conference on July 11th in ******* and should be on the plane right now. 1) Snaptravel should have never booked this first of all. 2) Snaptravel should have notified me and changed the flights when it was cancelled back in May by airlines. 3) Snaptravel should have recognized this mistake and made it right when I called on July 6th. I've spent countless hours and phone calls to try to remedy this. At first, I was incredibly understanding as I know airlines are a mess anyways. But to find out this never should have reached this point is a disaster on your company's part. Now your manager is stating that it's not his fault. Well who is going to be accountable? Who is going to fix this? My latest phone call with *********************, another manager, gave me two options. Refund or pay an additional $1173 to get there two days late, miss my presentation, be out an additional two nights in the hotel that is not refundable. This is your customer service?????

  

  Business Response

  Date: 07/14/2022

  Hi Grace,
  
  Thank you for reaching out to us about your reservation ST427575.
  
  We are sincerely sorry to hear that you had trouble with your flight booking. Some incidents might occur in the travel industry, that as a third-party we cannot control, but indeed, we have procedures in place to reduce that negative impact as much as possible. We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you.
  

  Please note that we can only sell flights that airlines sell themselves. We are not in a position to check entry requirements for every possible route as it relates to every passengers citizenship. We clearly state this on the payment page and ask the travellers to make sure that they can enter the country for which they are purchasing tickets. We sold the ticket exactly as it was sold to us by the airlines.
  
  We also inform that airlines frequently reschedule flights, and that they do not always inform us of these changes. Because of this, we ask all travellers to monitor their reservation on the airline website, and let us know if they need help with any schedule changes.
  
  The refund option was the only option offered to us by the airlines. We offered a full refund as well as an alternative flight which was admittedly more expensive. As you can imagine, we have no control over the airline pricing. We did not add any fees in this case, and offered the new flights at cost.

  Regards,

• Initial Complaint

  Date:07/08/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Snaptravel is "reservationstays.com"... search that on trustpilot to see how they are scamming many others.I booked with ***************, and scammed by 'reservationstays.com' booking site (Snaptravel)I booked with *************** website.I booked on 9:30 on a Thursday for the next Saturday. Confirmation came back saying I booked for Thursday night, same day I booked at 9:30 at night! I called hotel, they said it was reservation stays.com. Called reservation stays, and they say, 'sorry, no refunds'. Over and over reading a script. So ********, and Hyatt, are using companies that scam people. I disputed at bank, and Snaptravel so far has won the dispute. They have a system down of scamming and having a policy as such that bank won't take my side. Like I'm in the twilight zone. . You can see it's happened to many others on Trustpilot and other review sites by searching 'reservationstays.com reviews' - and remember, they ARE Snaptravel. They should not have a merchant account. And hotels should not use this company for their bookings. Having to fight dispute with bank b/c scam company is trying to rip me off like they have many others. ******** booking is B_5933818 Please have them refund the money they refuse to give me back even after chargeback with my bank. The charge was posted on May 21 for $540.90

  

  Business Response

  Date: 07/13/2022

  Hi,
   
  Thank you for reaching out to us about your reservation B_5933818.
  
  We are truly sorry to hear about your experience. In this instance, we see that you've initiated the chargeback process, which means that you've disputed this claim with your bank or payment provider, and we no longer can take any action on this matter.  
  
  We have a dedicated Chargeback team that will be gathering all supporting documentation and submitting it to the card processor for mediation.
  From now on,  any resolution or updates must continue through your financial institution. 
  
  We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.
  
  Regards,
  

  Customer Answer

  Date: 07/14/2022

   
  Complaint: 17540223
  
  I am rejecting this response because:

   

  The bank is allowing them to keep my money.  It doesn't make sense to me.  I had a manager at ******** call them with no resolution also.  The money is stolen unless returned at this point, unless they inform their chargeback department to refund me.  They are pointing the finger at chargeback department, but they have gotten the bank to rule in their favor.  Has to be loophole I'm not aware of how I am not able to get a refund for booking on snaptravel website, then booked date is wrong and can't be corrected.  I will contintue posting my story on all review sites, and contact Hyatt Headquarters to get attention to what has happened to me.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 07/19/2022

  Hi *****,

  We are truly sorry to hear about your experience. In this instance, we see that you've initiated the chargeback process, which means that you've disputed this claim with your bank or payment provider, and we no longer can take any action on this matter.  
  
  
  We have a dedicated Chargeback team that will be gathering all supporting documentation and submitting it to the card processor for mediation.
  From now on,  any resolution or updates must continue through your financial institution. 
  
  
  We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

   

  Customer Answer

  Date: 07/27/2022

   
  Complaint: 17540223
  
  I am rejecting this response because:
    At this point it just pointing the finger to your chargeback tea, which is clear effective at countering chargebacks based on a no return policy, without considering the circumstances.  You won, the bank isnt giving me my money bac. But is this the right thing to do? No it isnt.  But at this point, Ive exhausted my efforts.  But karma is real.  And will visit those responsible. 

  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/08/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a stay through SnapTravel. When I showed up to the hotel to check in they told me they did not have any evidence of this booking, my name or were even offiliated with SnapTravel. I then contact SnapTravel to resolve this issue and they provided me with a different confirmation number and a phone number for the hotel. The new confirmation number lead to a reservation for "*************************" at the hotel. This is not my name meaning I could not have gotten this reservation. SnapTravel filed my reservation incorrectly. The number SnapTravel gave me for the hotel originally was also the wrong phone number. Through multiple emaisl I have tried to explain that SnapTravel had made a mistake and I just want a refund of my money but they are claiming that I was a "No Call/No Show". I contact the hotel and they confirmed that I was present at the correct time but did not have evidence of my reservation. SnapTravel has also claimed to have contact the hotel but the hotel said they have no evidence of that and have never even heard of SnapTravel. This company is a scam.

  

  Business Response

  Date: 07/13/2022

  Hi ****, 
  
  Thank you for reaching out to us regarding your reservation B_6008152 at the ***********************************************. 
  
  We are terribly sorry for your experience and the mishap. We are unclear on what happened and how your HCN was attributed with another guest. We are investigating it right now. Once we know where the mishap took place (whether it was a glitch on our end or on the supplier's) then we will proceed immediately with next steps and compensation. 
  
  Thank you for your patience and understanding thus far. 
  
  Regards,

  Customer Answer

  Date: 07/13/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution to continue to solve the issue and to work towards a refund regarding the problem of Snaptravel filing the inccorect name for my reservation satisfactory as long as they continue to contact me via email. 

  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/07/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Snaptravel is a scam rip off..I booked a room through Snaptravel I paid ***** dollars. I got to the hotel they requested ****** deposit i didn't have. So I could not check into the room..Snaptravel will not refund my ***** dollars. They are theifs I put my last hundred dollars in the bank to pay for the room. A room I can't check into because they want a deposit.. Snaptravel won't refund my money.My booking number was B_6370525 dates were july7-8 2022 booked at America's Best Value ****** ***** I was recently put on medical leave from work now I had to move from my apt of 11 years with 3 dogs I used my last ****** dollars to pay for that room. They stole my money they shouldn't be allowed to just keep my money it isn't right.

  

  Business Response

  Date: 07/13/2022

  Hi,

  We really appreciate your patience so far and the time spent explaining your concerns with this reservation, nonetheless, please note that its a standard practice for hotels to directly charge guests a mandatory deposit and/or resort fees for their reservation.

  Please note that our travel partner did include the room rate and hotel fees in their price. Snaptravel displays the room rate and then the additional hotel fees are in the "About" section of the hotel card, both pre-booking and in the customer's voucher post-booking. 

  Our Amendments team is currently reaching out to the property on your behalf and requesting an exception to be made. They will follow up with you as soon as possible.

  Regards,

  
  

  Customer Answer

  Date: 07/18/2022

   
  Complaint: 17537099
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************** I want my money back

  

  Business Response

  Date: 07/21/2022

  Hi *****, 

   

  Thank you for patiently waiting.

   

  Unfortunately, when our Support team had reached out to the accommodation , they declined your request for a refund. We are truly sorry that we were unable to get them to accept making an exception this time.
  
  
  Regrettably, as we had mentioned before we do not have the power to override their decision.
  
  
  This being said, we could only re-open this case if you are able to provide us written confirmation from their management that a refund has been agreed upon.

• Initial Complaint

  Date:07/07/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had booked a one night stay for ************************************ through Snaptravel on 06/21/22. The stay was for booked for 7/8/22- 7/9/22. I was supposed to Fly to ******* ** 7/4/22 but was unable to as I had been Ill with Covid. I immediately contacted Snaptravel and they said that my booking was nonrefundable unless I was able to contact the hotel directly and submit a written response stating that the Hotel would waive any cancellation fees. I proceeded to contact the ** at *********************** West, she was kind and helpful offering to waive the fees as long as snapTravel simply call the hotel to avoid any possible discrepancies. I called customer service at ********************** again and relayed the response from the General manager, Snaptravel wont even follow their own Policies! They gave me another run around stating that their system will not allow them to contact the hotel! They wouldnt even accept my covid test upon submission. This company is greedy and corrupt they have no interest in helping their customers whatsoever! We complained and contacted Snaptravel multiple times and never got any assistance, they simply read a script and ignore any issues!

  

  Business Response

  Date: 07/13/2022

  Hi,
  
  Thank you for reaching out to us about your reservation B_6222538.
  
  We are truly sorry to hear that you were ill and had trouble with your reservation.
  
  Unfortunately, because the refundable window for this reservation has passed, we are unable to make any changes to your booking, including changing the dates, and cancellation will not result in a refund. Please note that this was communicated on the booking form before the reservation was made, and later on the confirmation page.
  
  The only exception would be if you had reached out directly to the accommodation, and they send you our way because you have reached an agreement. If so, please ensure you get written confirmation that they will discount or refund your stay, outlining the date of stay and the guest's name.
  
  Alternatively, or if you reached out to them by phone or in person, please always make sure to get the name and position of the staff that has accepted your request.
  
  To speed up the process, we have escalated this matter to our Amendments team who will be reaching out to the accommodation on your behalf and request an exception to be made. They will follow up with you as soon as possible.
  
  We reiterate our apologies for any inconvenience and we appreciate your patience.
  
  Regards,

  Customer Answer

  Date: 07/14/2022

   
  Complaint: 17533779
  
  I am rejecting this response because:
  
  This was Absolutely not the case. Per Snaptravels own policy I had reached out to the accommodation multiple times to amend the situation which they had agreed to do. 1st I spoke with ****** from *********************** who has stated multiple times they would be able to issue a refund free of charge or penalties because it was still days before the check in date. He stated all that was necessary for this was to have a Snaptravel agent/support contact them and it would be no problem. I contacted Snaptravel and they refused giving me the same line over and over again. Stating their system would not allow them to contact the hotel directly. Which is also not true as just yesterday 07/13/22 I received an email from the Snaptravel help desk stating they had contacted the hotel after my check out date stating the hotel wouldnt issue a refund because I hadnt stayed and was a no-show. So not only did they lie by saying they couldnt contact the hotel, they waited until after I had my booking to do so and the hotel was no longer able to help at that point. This company has the worst customer service I have dealt with and they dont even follow their own policies. I had called Snaptravel and the accommodating hotel multiple times days before my booking. The hotel insisted Snaptravel contacted them to avoid any discrepancies, and like Ive said Snaptravel lied and refused to do so until days after the booking. This is not an honest company.   
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 07/19/2022

  Hi *********** ,

  We really appreciate your patience so far and the time spent explaining your concerns with this reservation.

  Unfortunately, when our Support team had reached out to the accommodation , they declined your request for a refund. We are truly sorry that we were unable to get them to accept making an exception this time.
  
  Regrettably, as we had mentioned before we do not have the power to override their decision.
  
  This being said, we could only re-open this case if you are able to provide us written confirmation from their management that a refund has been agreed upon. Thank you!
  
  

• Initial Complaint

  Date:07/06/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked a room at Econo Lodge/MA through Snaptravel for ****** I then needed to reschedule/reconfigure the booking dates from 7/11-7/15 (old) to 7/17-7/21 (new). In order to process this new booking, I needed to convert the specific amount required for the new booking (=******) to "credits" so that I can configure this new booking based on my modified schedule. Having successfully rebooked for the new time frame, there was a resulting credit of ***** after the new booking was complete. I then called Snaptravel to have that ***** dollars in credit refunded back to my card. They refused to do this. The system/program which prompted me to convert to credits so as to then immediately be able to rebook my motel reservation for the new dates is flawed. The fact that Snaptravel refused to refund me the accrued ***** credit is totally unacceptable.

  

  Business Response

  Date: 07/13/2022

  Hi there, 
  
  We want to bring to your attention that when you cancelled your reservation you had chosen the option to receive the refund in credits so there is why the refund was issued in this matter. We understand that you might have intended to do otherwise, but that was the choice you had selected.
  
  The credits have now been removed from your account and a refund in your original payment method has been issued. It will take 3-5 business days depending on your bank.
  
  We look forward to having the chance to serve you in the future.

• Initial Complaint

  Date:07/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked two hotel rooms with Snap Travel at the ******************** on May 30. I was charged full price for both rooms upon booking. When I called a few days prior to arrival to confirm everything directly with the hotel, I was told that one of my rooms had been canceled the day after it was booked. I received no cancellation information, nor a refund from Snap Travel. I have reported the issue to them, and I keep getting the runaround on the phone telling me that the amendments team is working on it and they will get back to me, but no one ever does. I am set to travel in 48 hours and need to know that I have a room or need a full refund for both rooms immediately so I can make other arrangements.

  

  Business Response

  Date: 07/13/2022

  Hi
  
  Thank you for reaching out to us about your reservation B_6015773.
  
  We are sincerely sorry to hear that you had trouble with your reservation. Some incidents might occur in the travel industry, that as a third-party we cannot control, but indeed, we have procedures in place to reduce that negative impact as much as possible.
  
  We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you.
  
  Please note that our support team was able to resolve this after coordinating with our travel partners. Hope you have a wonderful stay.
  
  Thanks for your patience!
  
  Regards, 
  
  
  

• Initial Complaint

  Date:07/06/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive been using Snaptravel for a long time when Im away on business usually twice per week. On 6/29 in checked in to the ********************** in *******, ***** after I booked on my phone as usual. This time when I check in the front desk said the virtual card they send the hotel was declined. They assured me that if I paid with my credit card one of the charges would fall off. The charges went through and neither fell off. No big deal I figured, Ill just call them for a refund. Ive tried calling, email and chat with no success multiple times. Its been a circus to say the least.

  

  Business Response

  Date: 07/13/2022

  Hi
  
  Thank you for reaching out to us about your reservation B_6289955.
  
  We are sincerely sorry to hear that you had trouble with your reservation. Some incidents might occur in the travel industry, that as a third-party we cannot control, but indeed, we have procedures in place to reduce that negative impact as much as possible.
  
  We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you.
  
  Please note a refund has been processed and it usually takes 3 - 5 business days to reflect on your account.

  Thanks for your patience!
  
  Regards, 
  

  
  

  Customer Answer

  Date: 07/13/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/05/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am moving from ****** ******* to ******* *******. Since I have to live in hotels until the move-in date of July 4th, I have been making hotel reservations using an online app called Snaptravel. It is one of Snapcommerce's products.As I was passing through ******** ********, I used the app to make a reservation at a low-cost hotel with a schedule to check-in on June 29th and check-out on July 4th.The hotel's name was "The ****** and it was at the top of the list when searching for hotels in *******. When I clicked on it, a map appeared with the location of the hotel somewhere east of *******. I booked the hotel without any doubt, and on June 29th I searched the hotel address again to get to the hotel, but no such address existed in *******. I contacted Snaptravel, but I was told that the hotel is in ******** and it was not refundable. I was told to contact the hotel in ******** directly to get a refund. Also a representative of Snaptravel said that there was no error on their side, and that it was my fault.Judging from common sense, it is difficult to understand that an app that handles information provides incorrect information and claims that there is no error at all in their side.As of July 2, at the time of writing this complaint, the 'ghost' hotel is still at the top of the list when searching for hotels in the ******* area using Snaptravel.The booking authorization number for the "ghost" hotel given by Snaptravel is *******. I paid $190.91 for that reservation.I complained to Snaptravel, but the company dismissed it as a resolved case unilaterally.On June 30th, as a test, I used Snaptravel to search for hotels in *******. The app was still providing the same incorrect information as when I made the reservation. I'm uploading these 2 images.A desirable solution is Snaptravel's recognition of their error and refunds.Thanks for listening to me.

  

  Business Response

  Date: 07/13/2022

  Hi
  
  Thank you for reaching out to us about your reservation B_6255313.
  
  We are sincerely sorry to hear that you had trouble with your reservation. Some incidents might occur in the travel industry, that as a third-party we cannot control, but indeed, we have procedures in place to reduce that negative impact as much as possible.
  
  We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you.
  
  We have identified that there is a technical error with the hotel listing and we have gone ahead and refunded the complete amount back to your original payment method. It should reflect within 3 - 5 business days.

  Thanks for your patience!
  
  Regards, 
  
  

  
  

  Customer Answer

  Date: 07/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. In fact, I didn't believe BBB would give me the results I wanted. As such, the attitude of the business in not admitting their mistakes was stubborn. I asked the BBB for help with a little resistance, as I believed that neglecting to do something wrong only nurtures evil. I definitely felt that the experts were different. I would like to thank the disputes resolution specialist ************** and BBB.
  
  Sincerely,
  
  Yobom Yune

• Initial Complaint

  Date:07/04/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked a 2 night hotel stay Booked July1st 2022 Confirmation Number: B_6303309 La Quinta ************ By Wyndham Milwaukee Bayshore Are July 14-july 16 $263.97 When I searched the on the Snaptravel website this hotel was at the top of the list. It was advertising $79 a night rates. When i clicked on this I was offered many different rates. I picked the $95 rate because it included free breakfast and most importantly FREE CANCELLATION as my travel plans were not yet firm. I do have screen shots of the rate i chose with "free cancellation" clearly stated.On July 3rd i tried to cancel this reservation via chat and then on the phone. Both representatives explained that this was a nonrefundable reservation and they could not help. . I was told that the reservation clearly stated that this was a non refundable reservation. WHAT WAS ACTUALLY CLEARLY STATED WAS THAT THE **** YOU ADVERTISED, I CHOSE AND PAID FOR INCLUDED FREE CANCELLATION. I was counting on this and paid extra for this. I believe i was cheated with a bait and switch. Bad Buisness....not Better Business.

  

  Business Response

  Date: 07/11/2022

  Hi ******,

  Thank you for reaching out to us about your reservation B_6303309.
  
  We are truly sorry to hear that you had trouble with your reservation.
  
  Unfortunately, because you've booked a non-refundable reservation, we are unable to make any changes to your booking, including changing the dates, and cancellation will not result in a refund. Please note that this was communicated on the booking form before the reservation was made, and later on the confirmation page.
  
  The only exception would be if you had reached out directly to the accommodation, and they send you our way because you have reached an agreement. If so, please ensure you get written confirmation that they will discount or refund your stay, outlining the date of stay and the guest's name.
  
  Alternatively, or if you reached out to them by phone or in person, please always make sure to get the name and position of the staff that has accepted your request.
  
  Please go through our terms and conditions to have a better understanding of what Free Cancellation means. 
  
  We reiterate our apologies for any inconvenience and we appreciate your patience.
  
  Regards,
  Corporate