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Business Profile

Hotel Reservation

Hotels-Rates.com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hotel Reservation.

Reviews

Customer Review Ratings

1

Average of 1 Customer Review

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Review Details

  • Harriet B

    Date: 08/25/2022

    I would not give this business even one star. At the time of my booking over the phone, I expressly asked twice what the cancellation policy was. I was told by the booking representative that I could cancel my reservation up to 4pm the day prior to my reservation and receive a full refund by calling the number through which I had booked.I wrote down this information at the time of my booking. I was never told that I would be charged by the booking service upfront for the entire cost of the stay and that it was non-refundable. I believe that I was deliberately misled by this booking agent in order to secure the reservation. I have tried to cancel my reservation more than two weeks prior to my reservation. Every time I call the booking number, I get transferred to a voice message saying that a ticket has been created and an agent will call me back. Twenty-four hours and three calls later, I have only received three emails from "Support" asking for additional information which I have supplied. I did finally receive an email response today explaining that the booking fee and hotel fee were non-refundable and claimed that I had agreed to that at time of booking. I did not agree as I was never informed! Had I been so informed, I would never have booked this reservation. If customer service tapes the calls, they could replay the tape of my reservation, hear my questions, and the responses by their booking representative. When I called the hotel directly to cancel, I was informed by the hotel staff that they had not collected my money, it was hotels-rates.com that charged my credit card and was holding the funds until the day of check-in, then they would pay the hotel. The hotel staff said that hotels-rates.com should call them (the hotel) and request a cancellation. The hotel said they would have no trouble refunding me once they were paid. Unfortunately, and perhaps by design, I never get to talk with a live person! Do not book through this service!

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