Complaints

This profile includes complaints for Way.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Way.com

  Fremont, CA 94538-6544

  
• 

  Global Airport Parking, Inc.

  1440 Coral Ridge Dr # 430 Coral Springs, FL 33071

• 

  Motel 6 BDL Windsor Locks Airport Parking

  3 National Dr Windsor Locks, CT 06096

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:06/12/2023

  Type:Order 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 parking through way.com on 6/8/23 that advertised a free airport shuttle for $52.33. I arrived at the assigned hotel on 6/9/23 2 hours and 30 minutes ahead of the flight. When I went to the hotel to ask about the shuttle, the man said there was no shuttle. We left and went to airport parking. When we reached out to way.com for a refund, they said that because the shuttle service is complimentary that they were not responsible for it and there was no possible refund. No reasonable person would separate the shuttle from the overall parking package for airport parking. Additionally, way.com never sent a receipt for the transaction or confirmation or any communication that the shuttle was not available.

  

  Business Response

  Date: 06/20/2023

  Hi ******,

   

  We are so sorry to hear about your experience due to our partner's shuttle service. Please understand that Way.com is an online market place and we do not own or operate any of the facilities listed on our website. All the information provided in our website are by the concerned lots itself. We see that it was already updated in our website and app as shuttle service has been suspended by this facility for safety purposes (please see attached screenshot). We are also liable to pay to the lot for each spot allocated to our customers as per the contract we have with them. Shuttle service is complementary to all bookings and is provided directly by the lot to the customers. Unfortunately, as the shuttle information is already provided in our website and app, you always have the option to go for another one if it doesn't meet your preferences. So a refund is not possible from our end for shuttle issues. We apologize again for the inconvenience this issue may have caused to you. If you need further assistance, please contact our support team at *************** or ************.

  - Way Team

• Initial Complaint

  Date:05/31/2023

  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 May25-May30 for airport parking. May 30th was a precaution and only for 1am due to a previous dispute with this company. Previously I parked with them and my flight was delayed, I returned to the lot a half hour late and they charged me for the full day. This time I scheduled one extra day to avoid that problem in future. When I parked this time, I returned May 29th, my flight was on time. When I spoke with the parking attendant, he informed me that I could seek a refund for the extra day I did not use. When I went to the website, I did not see an option to request a refund and called the company. They refused to refund the day and stated I would have to go directly through way.com. When I contacted way.com, they stated that I could not cancel, although I did not ask them to do so. I clarified my issue and received no further response. **********/ ARB Parking are also included in this complaint as they were unprofessional and were unwilling to work with me. They took money but did not want to return any. There was not a policy about refunds of days unused. Because they were able to charge me without going through the website for returning late, they should have been able to do the same when seeking a refund for the unused day. Their behavior was inconsistent with what the parking attendant informed me.

  

  Business Response

  Date: 06/07/2023

  Hi Trane,

  We are sorry to hear about your experience while using our partner's parking facility reserved through us. Please understand that Way is a third party online market place and we do not own or operate any of the facilities listed on our website physically. The prices listed are the best discounted price available on that particular date of booking and is also subject to change as per the availability and instructions by the lot. The reserved charges through Way will be applicable only for the dates and time reserved through us and any extra time will be subject to be charged by the lot as per their decision. We are also liable to pay to the lot for each spot allocated to our customers as per the contract we have with them, so as per our cancellation policy we are unable to cancel or refund any reservations after the check-in time despite of being used or unused or else if we proceed with a refund, the parking lot will charge us for that space. Also, we do not provide any partial refunds for unused days as per our cancellation policy which is clearly mentioned on our website (screenshot attached). We understand the inconvenience caused to you by this issue and we sincerely apologize for that. But unfortunately, we don't have an option to provide a partial refund for unused days as per our policy. We appreciate your feedback and we will try our best to improve our services in the future by working along with our partners to provide the best services. Thanks for your understanding and patience.

   

  - Way Team

• Initial Complaint

  Date:05/25/2023

  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.

  The transition was on 5/18/2023 for or $60.54 for parking at the midway ************ First of all it advertised $10 a night and when purchased, the total ends up being 2x as much as what is advertised. My flight was canceled, I contacted way.com immediately about the cancellation of the flight and I provided proof. The customer service said they could not refund me since they already paid the *********** for the parking. I paid $60 for a service that I never received. This website advertises hassle free refunds. But the customer service refuses to issue refunds. After talking to customer service 4 times, they agreed to refund me to my original payment method. Then I receive and email that I will be getting Waybucks a credit for their website. This company is refusing to give me a refund for services that were not provided. **************** is not answering. And there are many other customers with similar experiences if you look on trip advisor.

  

  Business Response

  Date: 06/02/2023

  Hi ******,

   

  We are sorry to hear about your experience while using our services. Please understand that Way is a third party online marketing place and we do not own or operate any of the facilities listed on our website. As per our cancellation policy, we are unable to cancel any reservations after their check-in time despite of being used or unused as we are liable to pay to the lot for each spot allocated to our customers as per the contract we have with them. The only exception to this is if in case there is a facility issue or if there is an approval from the lot to initiate a  refund in special occasions. However, we do understand that unforeseen circumstances like flight cancellations/reschedule do occur so in such situations the maximum we can offer within our limitation is a credit/Waybucks refund after deducting one day or days from the date of contact by the customer. We have listened to the whole conversations and found that none of our customers offered you a refund back on your card apart from a credit refund. We have already processed a credit refund for you as per your request upon submitting valid evidence of your flight reschedule but you were demanding a card refund which is not possible from our end unfortunately. We have clearly mentioned all these facts in our refund policy and terms disclosure which is attached for your reference. A card refund is possible before your check-in time even without asking any questions as per the instructions provided by the concerned lots on our website. Some parking facilities offer a free cancellation only before 24 hours of your check-in time and if it is within 24 hours they will charge a $5 cancellation fee. For some other lots it will be a 100% refund if requested anytime before your check-in. We have listed all these terms specifically under each lot's description to avoid such confusions after check-in. You will be able to view this on your confirmation email as well once you have reserved your space. Please understand that we have tried to help you out in best possible terms and refunded you in credits which can be used for your future reservations. We hope you can understand our position in this matter and we look forward to work with you without any hassle in the future.

   

  - Way Team

• Initial Complaint

  Date:05/23/2023

  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 used Way to book an airport parking at *** for May 19, 2023, at 4:00 am. Way charged me $27.67 for reservation #OGI27577411 to park at One Switch *********** Parking. When I arrived and while waiting to be checked in there were about ************************************** The manager informed that their system was not working. The manager had an employee calling the country of ******** to solve the issue and reboot the system. After I asked the manager said the issue would take a while and that if I had to leave he would open the gate to let me out. I parked at the *********** at a cost of $75. After I parked I walked to the *** line and called Way at 4:45 am. *** does not want to reimburse the money I paid and much less the $75 because they claim I had checked in. I could not check in because the lot (One Switch **** had no system and I could not park because they could not check me in. I seek the return of my purchase and reimbursement for my costs parking at **** Way has already denied my claim via email based on their cancellation policy that is not allowed after check in. In their denial Way stated that they have not been able to contact One Switch ****

  

  Business Response

  Date: 06/02/2023

  Hi *****,

   

  We are extremely sorry for your experience at our partner's parking facility. Please understand that Way is a third party online market place and we do not own or operate any of the facilities listed on our website. We are also liable to pay to the lot for each spot allocated to our customers as per the contract we have with them. As per our cancellation policy, we are unable to offer any kind of refunds after the check-in time or if we proceed to do so without the approval of the parking lot, they will charge us for that space. However, we totally understand the inconvenience you have gone through and we always look into our customers' issues seriously. But unfortunately, we see that this transaction was disputed. Once a payment is disputed, we won't be able to access your funds. You have to either wait for a ***** days investigation period of the bank to see their decision in your case or else you can work with our dispute department to resolve this issue at the earliest. Please reach out to our dispute team for guidance regarding resolving your dispute at **************** We apologize again for your inconvenience and thanks for your understanding and cooperation.

   

  - Way Team

  Customer Answer

  Date: 06/02/2023

   
  Complaint: 20097299
  
  I am rejecting this response because they are only prolonging the situation by sending me to a dispute office. They should propose a solution.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 06/07/2023

  Hi *****,

   

  As we mentioned in our previous response, we don't have any access to your funds at the moment to provide you with a resolution as the transaction is disputed. If you need a resolution by working with us, please let us know so we can guide you through the next steps. Our dispute department will be in touch with you shortly. If in case you don't wish to work with ** for a early resolution, you can still reach out to ** any time between the ***** days review period by your bank. Thanks for your patience.

   

  - Way Team

• Initial Complaint

  Date:05/21/2023

  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.

  We contracted for a parking space with Way for $148.15. It was not available when we arrived at the contracted time of 6a.m. on April 22nd, 2023. We were forced to park at ****************** for a cost of $323 to catch our 8 a.m. flight.Way refunded $148.15. We want them to refund an additional $174.85, to make ** financially whole, as way.com broke our contract by not having a parking space available for us

  

  Business Response

  Date: 06/07/2023

  Hi ******,

   

  We are extremely sorry for the experience you had while using our service. We are unable to locate any reservations under the email ***********************. Could you please provide us with the confirmation number, email you have used or the last 4 digits of your credit  card number? Please understand that Way is a third party online market place and we do not own or operate any of the facilities listed on our website physically. We are also liable to pay to the lot for each spot allocated to our customers as per the contract we have with them. Unfortunately, this was an unforeseen circumstance and the lot didn't inform us prior about this issue to make us aware about this and to make alternate arrangements for our customers. As per the explanation by the lot, this was happened due to unexpected flight cancellations and the existing vehicles could not get moved out of the lot to accommodate the new ones. However, we totally understand your inconvenience and we sincerely apologize for that. We will make sure by working with our partner that such incidents won't happen again in the future. Our system doesn't allow us to refund any amount which is greater than what was paid to us. We have also mentioned about this in our policy terms and conditions that we won't be liable for any such situations caused by a facility issue as we do not operate them. Thanks for your understanding and patience.

   

  - Way Team

  Customer Answer

  Date: 06/07/2023

   
  Complaint: 20087766
  
  I am rejecting this response because:
  I have not been made whole by WAY.Com.  We paid $174.85 more for parking than we contracted with Way.com, for which we expect to be reimbursed.  We were never notified our spot was not available.  Way.Com is negligent in this case.  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/12/2023

  Hi ******,

  We totally understand the frustration and inconvenience caused by this issue. As we explained in our previous response, this issue was not notified to us prior by the lot and that's reason we couldn't notify our customers as well. We have refunded you in full and unfortunately, that's the maximum help we can offer within our limits. Please understand that our cancellation policy doesn't allow us to refund any amount more than paid to us. 

   

  - Way Team

• Initial Complaint

  Date:05/21/2023

  Type:Customer Service 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.

  Check in May9 2023 T 5:30am, check out May20 2023 at 4 pm.Provided address of the parking space could not be found by navigation system.Total paid $108.20

  

  Business Response

  Date: 05/31/2023

  Hi *****,

   

  We are so sorry to hear about your experience while using our service. Please understand that Way is an online marketplace and we do not own or operate any of the facilities directly. All the information provided on our website and app are by the concerned facilities itself. We totally understand your inconvenience and frustration caused by this issue. We always stand by our customer's end to deliver the best experience for them. Unfortunately, we see that this transaction was disputed and once it is disputed, we won't be having any access to your funds until the bank rules in favor of either parties or dispute is dropped. It takes ***** days for getting a decision from the bank's end. If you wish to resolve this issue at the earliest by working with **, please reach out to our dispute department at **************** Thanks for your understanding and cooperation.

   

  - Way Team

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 20087201
  
  I am rejecting this response because:

  we tried to find the parking lot by GPS and could not. There is no sign for ** to see where to park the car.

  we tried unsuccessfully contact you about our problem and no one answer the phone.

  only one option was left for **, to call credit card and cancel/dispute the charge of $108 of your company.

  as we did not get any help from you and we did not have time to find any other solution, we parked our car on ************* parking and at the end spent $300 and we would like to have that total back as your company did not provide any service.

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

  

  Business Response

  Date: 06/07/2023

  Hi *****,

   

  As we mentioned in our previous response, we don't have any access to your funds to resolve this issue at this moment. If you wish to work with us, please reach out to our dispute department and they will guide you through the next steps to resolve it at the earliest. If in case you don't wish to work with ** and continues to dispute the charge, you may please wait ***** days for completing the review by your bank for a decision. Also, you can contact ** anytime during this period to work on this issue for a resolution. Thanks for your understanding and cooperation.

   

  - Way Team

• Initial Complaint

  Date:05/20/2023

  Type:Customer Service 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.

  On two separate occasions, the Way app (Way.com) added an additional day to my parking request. I did not pursue it as an issue the first time as I thought it couldve just been an oversight. As a rushed traveler, I did not notice and allowed the confirmation to go through on both occasions.I noticed it before checking in this last time. I was simply told by the parking attendant that I should contact Way before returning.I contacted the company the very next morning as I was traveling late. This was more more than 48 hours prior to returning to pick up my vehicle. I asked to ask for an adjustment because the app itself does not allow you to shorten your stay EVEN THOUGH it states you can alter an order prior to 24 hours of date.I believe this company is doing this to others. I believe they are stealing money for services not rendered. Plus, the app makes false statements.At this time I am not worried about my mirror $10 I want to company to be held responsible for what I believe its doing to multiple purchasers.

  

  Business Response

  Date: 05/30/2023

  Hi *********,

   

  We are sorry to hear about your experience while using our services. We couldn't find any reservation under the email ************************** to pull up your reservation details so we can look into this issue further. Kindly help ** with more details like the email you have used for your booking,the confirmation number, the last 4 digits of your card that was used. We will look into it and get back to you at the earliest. Thanks for your understanding and patience.

   

  - Way Team

  Customer Answer

  Date: 05/31/2023

   
  Complaint: 20083994
  
  I am rejecting this response because:

  the Email used with the way.com is

  *********************

  They can look into this further.

  The app itself needs to be corrected-changes cannot be made.

  They added a day and would not let me shorten the stay.

  and I merely want the BBB to have the business on their radar.

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

  

  Business Response

  Date: 06/07/2023

  Hi *********,

  We have investigated upon your issue and there is no issue reported so far with our app that adds up a day automatically to a reservation. We only have options to manually change the reservation dates and times based on conditions by the lot. Once a change is made, we cannot initiate a partial refund for unused days as per our cancellation policy which was provided in our terms and conditions during your check-out. If you needed any help to alter your reservation, our customer success team could have helped you if reached out to them before your check-in time. For some facilities, they don't provide an option to reduce the days via online once it is reserved. We can only extend the days upon reaching out to us 24 hours prior for some lots. Unfortunately, we cannot proceed with a partial refund at this time as we are liable to pay to the lot for each spot allocated to our customers for the reserved time period as per the contract we have with them. If we proceed with a partial refund or cancellation after the check-in time, they will charge us for that space despite of being used or unused. That's why we have clearly mentioned our cancellation policy on our website, app and confirmation email. If you need any further assistance regarding this issue, please reach out to our support team at *************** or ************. Thanks for your understanding and patience.

   

  - Way Team

• Initial Complaint

  Date:05/15/2023

  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 booked a reservation through way.com for what was advertised as "airport parking". On my way to the reservation, I called the hotel and they claimed that they do not have a shuttle service to the airport and they are ***** minutes away. This booking was falsely advertised, I had paid $130.94 USD (they even charged $11.63 for "airport taxes and fees") and I had to find a last minute reservation elsewhere. When I called way.com, they claimed they could not refund me. They did not even offer a partial refund, since I had it booked for 16 days. I think it is extremely unprofessional and false advertisement to claim that a facility is airport parking when it is in no such way that. In the advertisement they also name two separate hotels: "********************************" *** Airport Parking and "*********************************" - the second is an actual airport parking, but it is not the one I apparently purchased.

  

  Business Response

  Date: 05/25/2023

  Hi ****,

  We are sorry to hear about your experience at our partner's parking facility. Please note that Way is an online marketplace and we do not own or operate any of the facilities listed on our website physically. Shuttle service is offered as complementary to all bookings which is provided directly by the lot to the customers and we are not charging anything from our end for shuttle. All the information provided are by the concerned lots itself. It has mentioned clearly in the confirmation email sent to you that this particular lot doesn't offer any shuttle service (screenshot attached). If you don't wish to use any reservation that doesn't meet your requirement, you can request for a cancellation anytime before your check-in to get a full refund. But unfortunately, that was not completed and as per our cancellation policy we are unable to provide any refunds after the check-in time. We are also liable to pay to the lot for each spot allocated to our customers as per the contract we have with them. That's why we have clearly mentioned about this in our shuttle policy as well. Hope you can understand our position in this matter. Thanks for your understanding and patience.

  - Way Team

  Customer Answer

  Date: 05/30/2023

   
  Complaint: 20060364
  
  I am rejecting this response because: I called to cancel the reservation 30 mins after it was supposed to start because I did not find out until I was on my way to the parking lot that it was in fact ***** minutes away from the airport (since the advertised parking was not clear, as two different hotel names were mentioned). I would've understood if I could not be refunded for 1 day of parking, but I paid for 2.5 weeks so I think that was completely unreasonable. I am disappointed with the way your company treats your clients.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 06/02/2023

  Hi ****,

   

  We understand that you have reached out to us 30 minutes after your check-in time but please understand that we are unable to able to offer any refunds even one minute after the check-in time despite of being used or unused and like any other company we have also mentioned clearly about our cancellation policy which could have been checked before proceeding to check out. Also, shuttle information was also provided and if we cancel your reservation at this point of time without the lot's approval, we will be liable to pay them for your space. From our end, we have provided all the information you require as an online marketplace and we cannot be held liable for anything that is not promised. The only thing that we can do to provide a refund is if you are able to get a confirmation email or call from the lot to ** approving your refund request. We hope you can understand our position in this matter.

   

  - Way Team

• Initial Complaint

  Date:05/12/2023

  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 ordered airport parking on 4/4/23. The check in day was ***** 30,2023. At 4 am. We were promised a free airport shuttle 24 hours a dayto come every hour. We arrived at the parking at **** am. We called the shuttle and we were told that we would not be able to be picked up until after **** am because we did not have a seat on his shuttle. We did not want to miss our flight so we went home and took a Lyft to the airport. I called way.com when we returned from our trip. The blamed it all on ** and refused a refund. Very rude on the phone. We paid $82.32.

  

  Business Response

  Date: 11/14/2023

  Thank you for your review. I was unable to locate a reservation under your name, email or phone number. I did try calling your phone number to get your reservation ID or the email you used to book , but no one answered so I left a voicemail. I look forward to resolving this matter once I have the items needed to locate your reservation. 

• Initial Complaint

  Date:05/11/2023

  Type:Billing 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 was charged $35.71 for parking (OGI27463282). I never received a confirmation email. I called the company twice. The first time they stated they couldnt find a reservation after I provided my email and credit card information. The second time was after I arrived to the airport and already parked my car. I requested a refund and was denied this refund. I was informed the email on file was ***************** the second time and provided with the information. But it was too late at this point because I had already parked and was at the airport.

  

  Business Response

  Date: 05/19/2023

  Hi ****,

  We are sorry for your overall experience while using our services. Please understand that Way is a third party online platform and we do not own or operate any of the facilities listed on our website physically. We are also liable to pay to the lot for each spot allocated to our customers as per the contract we have with them. Due to this reason, our cancellation policy doesn't allow ** to cancel any reservations after the check-in time even if unused or else the facility will charge ** for that space if we refund without their approval. We were unable to send you the confirmation email on time as you have provided ** with a wrong email. However, as a valuable customer, we look into your concern seriously and to support your refund request to the facility, please share ** with a screenshot of your call log history that shows you have reached out to ** before your check-in time. We will review it and get back to you. Thanks for your understanding and patience.

  -Way Team

  Customer Answer

  Date: 05/19/2023

   
  Complaint: 20049610
  
  I am rejecting this response because the company is providing me with their policy, which is not relevant to the issue. I have called and spoken with them and they continue to repeat the same message.

  I am not requesting a refund based on the cancellation policy. Im requesting a refund based on the employee stating a reservation for me could not be located.

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