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

  
• 

  Motel 6 BDL Windsor Locks Airport Parking

  3 National Dr Windsor Locks, CT 06096

• 

  Global Airport Parking, Inc.

  1440 Coral Ridge Dr # 430 Coral Springs, FL 33071

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:03/29/2023

  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 wish to Cancel my reservation. The company makes very difficult to cancel .The web site indicated that shuttle service was provided. On my confirmation, indicated that NO SHUTTLE is Provided. This is an example of a **************

  

  Business Response

  Date: 04/04/2023

  Hi ****,

   

  We are sorry to hear about your inconvenience while using our service. We see that your order has already been cancelled and refunded as per your request. If you need any further assistance, please reach out to our support team at **************** Thank you.

   

  -Way Team

• Initial Complaint

  Date:03/21/2023

  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.

  On December 17, 2022 I made a parking reservation close the airport for the dates of Dec. 23-Jan. 1. I accidentally booked two reservations on line because it looked like the first transaction had not gone through. However, unbeknownst to me at the time, I was charged twice. I did not realize this until I received my credit card bill. When I attempted to challenge what was clearly a duplicate charge with the parking company- the same site, same date, same credit card- the person I spoke with argued that I could have had two different cars to park, which is absurd. I disputed the charge with my credit card, but the parking company challenged the dispute with the same ridiculous argument (I have since cancelled this credit card and am no longer doing business with them).I am requesting a refund for the duplicate charge, which is $169. Please advise. Thank you very much, Sincerely, *************************** PhD ************

  

  Business Response

  Date: 03/24/2023

  Hi ******,

   

  We are sorry to hear about your experience while using our service. Please understand that Way is a third party online market place and we do not own or operate any of the facilities listed in our website physically. Also, we are liable to pay to the lot for each spot allocated to our customers as per the contract we have with them. We see that you have made two different reservations at two different lots and paid in a different time. The first lot you have booked was ************* *********** Parking and the second one was PrimePark *********** Parking PREMIUM which are entirely different lots and booked around 3 days before your check-in date at two different times. The email you have used for the first booking, you misspelled the email as ********************* and that's the reason you never received a confirmation email from our end and for the second booking it was ********************. We have submitted all the evidences to your credit card company and that's how they ruled in our favor. Unfortunately, we are unable to offer you any refunds for these errors and also our customer support team has reached out to you on January 4th and you never replied back. We are unable to consider your request for a refund after these months as the lot was already paid from our end and if we cancel they will charge us for that spot. Hop you can understand our position in this matter and we are sorry for any inconvenience this may have caused.

   

  - Way Team

  Customer Answer

  Date: 04/04/2023

  I am not at all satisfied with the merchant's response to the complaint as the response is comprised of inaccuracies and excuses. First, the two reservations in question are in fact for the same lot on the same day at the same time, which is why the double reservation is obviously an error, a duplicate due to a technical glitch. Secondly, I responded to the correspondence from the dispute department just as soon as I saw it in my inbox. The timing should not be an issue.
     I would like to continue with this complaint until it is resolved, i.e. until I am issued a refund for an obvious, duplicate reservation.
  

  
  

  

  Business Response

  Date: 04/10/2023

  Hi ******,

   

  We have reviewed your request for a refund again and submitted for reconsideration. We will get back to you as soon as we get a response from the concerned department to verify if it's a glitch. We apologize for the delay here and sorry for the inconvenience. 

   

  - Way Team

• Initial Complaint

  Date:03/18/2023

  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.

  On 2/13/23 I booked parking through my way.com app for *************** *** Airport Parking and was scheduled from 2/18-2/25. I arrived at approx 5:30 AM on 2/18 and the parking lot was full. I left this lot and then hastily booked the Tangram *** Airport Parking on this same app, as I was running out of time to catch my flight. When I arrived at Tangram I learned that although it is identified as "*** Airport Parking" on the app, they did not offer shuttle services to the airport. I then left and drove to the airport and parked in short term parking as now had limited time and concerns about missing our flight. I paid way.com $173.22 for the initial parking at ***********, which was unavailable. I paid way.com $84.06 for the parking at the Tangram, which was poorly represented as airport parking, but did not have a shuttle available. Albeit, upon closer observation and reading the details, they do not specifically say there is a shuttle at this location. This is probably my error but I was in a rush and under stress to get to the airport having lost substantial time at *************** and then searching and traveling to another site. I then had to pay $480 to park at the airport. Later than morning, when I had time at the airport I emailed way.com, told them of the issued I had and asked them to cancel my 2 reservations and to refund me. That evening I received a response from them saying that they could not refund the cost of the ************* as they are not liable for the lack of shuttle issue. They asked me to provide my receipt for the airport parking that I paid and said they would review and get back to me. I let them know that I would only receive a receipt when I exited the lot on the 25th but that I would send then. On February 26th I sent them a copy of my receipt and asked that they confirm I will receive a refund. I followed up with them on March 4th and again on March 7th but they have never responded.

  

  Business Response

  Date: 03/24/2023

  Hi *****,

   

  We are extremely sorry for the experience you had while using our services. Thanks for bringing this to our attention. We are so sorry for the delay in responding to you as we didn't notice that the agent who have handled your ticket is no longer working with us. We have refunded you the full amount back on your  card for the reservation OGI26537935 and that will be reflected in **** business days. But unfortunately, we are unable to refund you the other reservation due to shuttle issue because it was clearly mentioned in our website and app that this lot doesn't provide a shuttle service and we have attached a screenshot of the same for your reference. Please understand that we are liable to pay to the lot for each spot allocated to our customers as per the contract we have with them and any cancellations after the check-in time apart from any facility issues cannot get approval from the lot for a refund and they will charge us for that space if left unused. However, we totally understand your frustration and we always look into our customer's issues seriously. We sincerely apologize again for the inconvenience caused due to the delay in response from our end. We will make sure that such incidents won't happen again in the future. As a gesture of goodwill, we would like to offer you a discount code which is WAY5 that can be used for your future reservations with us. Thanks for your understanding and patience.

   

  - Way Team

• Initial Complaint

  Date:03/16/2023

  Type:Product 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.

  3/16/2023 Parking near ***************. Way.com $215.79 ********************** Confirmation # OGI26890149 Website plainly states full refund as noted in ad taken directily from internet. Immediately after booking I realized the price was higher than the parking in the airport near the international terminal and not nearly as convenient. I thought no problem I will just cancel and book inside the airport. When I hit cancel my order on their website my only two options were do not cancel order or waybucks. I have no need for waybucks and the charge is on my credit card now so that is not a refund! I feel I have been lied to and cheated out of $215.79.Way Parking | Official Website - Lowest Parking Prices way.com ********************************** Free Cancellation Anytime. Free Shuttle 24/7 to/from Airport. Full Refund on Cancellation. Find & Book Parking All Over The U.S. Best Price Guaranteed. Don't ***** ******* Today! 5 Star Rated Parking Lots. Guaranteed Parking Spot. Open...

  

  Business Response

  Date: 03/17/2023

  Hi *****,

   

  We are sorry for the inconvenience during your cancellation and refund process. Please note that as per our cancellation policy, you will get a full refund of you cancel your reservation before your check-in time. However, when a customer cancels a reservation online they will receive credits/ Waybucks immediately to their Way account for the convenience of re-booking in case of change in reservation so the customers don't need to wait for the normal refund processing period to get it back on their card. But you can reach out to our customer success team anytime to reverse the charges back on your card and we see that it was already reversed back to you and that will be reflected in **** business days. Please reach out to our support team if you require any assistance in the future.

   

  - Way Team

  Customer Answer

  Date: 03/18/2023

  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.
  
  *****************************************************

• Initial Complaint

  Date:03/16/2023

  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 February 24, 2023 I paid for future parking for my vehicle for my familys trip out of state (Way order #OG126663241). I have used the company Way on numerous occasions without any problems. On March 6, 2023, I parked my vehicle on the purchased parking garage, located at: *****************************************************************************************************************. I parked my vehicle there until March 13, 2023. Entry into and out of the garage is based upon a QR code that the Way APP provides you with. However, upon exiting at the end of my trip, the entire Way APP site was down and I could NOT retrieve my exit QR code, nor could I pull up my previous order. I sat for a very long time trying to exit the garage, but I was literally stuck behind a drop gate. A parking attendant was there trying to help me out and gave me Way customer support phone number. I called Way support and spoke with ******* (Support Agent). She informed me that the Way APP and web site were currently down and not working and informed me to pay for the parking in order to exit the garage and then I could submit my receipt for parking reimbursement. In fact, the parking attendant was listening in on the call and said that he did not know how much to charge me, since there was no proof for how many days I was parked for. Of course, he took my word when I informed him of 8 days and my credit card was charged for $130.I was promised by Way (Lekshmi) that I would receive a reimbursement for being allowed to exit the garage, since the Way APP and web site were down! I have NOT received my refund!!!

  

  Business Response

  Date: 03/20/2023

  Hi ******,

   

  We are so sorry to hear about your experience while using our service. We see that the transaction was already refunded back on your card and that will be reflected in **** business days. Again, we apologize for any inconvenience this may have caused to you. Thanks for your understanding and patience.

   

  - Way team

  Customer Answer

  Date: 03/22/2023

   
  Complaint: 19602755
  
  I am rejecting this response because:

  You guys are liars!!

  I was promised a full refund of the exiting price I paid, in order to leave the parking garage!

  Refund my paid receipt of $130 or I will *** you guys in court and I will NOT settle out of court!

  Stand by your employees promise to refund my money!!

  Also, I will be alerting the media and all social media!

  
  
  Sincerely,

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

  

  Business Response

  Date: 03/24/2023

  Hi ******,

   

  We are extremely sorry for the experience you had while using our service. Please understand that we are a third party online market place and we do not own or operate any of the facilities physically. The rates you have got when you booked through us online was the cheapest rate available at that date. However, due to a technical issue unfortunately, we couldn't help you with a QR code and that's why you ended up paying them directly as per the original charges of the lot. We have listened to your conversation with our agent ***************** and we see that she never promised you a refund back for the amount you paid at the lot. She repeatedly said that she will help you once you send a receipt of the payment you made directly at the lot. This was for our team to verify the issue on a later time once the system is back and we can issue a refund for your original reservation with us. We already did that and unfortunately, our system is not set up to refund any amount more than anything paid to us. We totally understand your frustration and we sincerely apologize again for the inconvenience caused to you. As it was a technical issue that we couldn't help with, we were unable to offer you a satisfactory service at that moment. We will try our best to avoid any such incidents in the future and we hope you can understand our position in this matter. We look forward to work with you without any hassles moving forward. As a gesture of goodwill, we would like to offer you a discount coupon that can be used for your future reservations with us. Thanks for your understanding and patience.

   

  - Way Team

• Initial Complaint

  Date:03/13/2023

  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.

  On 2/25/23, I made a reservation for 5 days of parking near the ********************** through Way.com with a business called "Payless *** Airport Parking." The total after taxes/fees was $46.98. I was scheduled to drop off my car at 4am on Wednesday, 3/8/23.On 3/8/23, right at 4am, my boyfriend and I pulled up to the address shown for Payless SEA on ****** and in the Way.com app. The lot was difficult to locate, with no signage from the street, but we pulled down a long, narrow alley and saw the lot through a fence on the right. At the end of the alley, the only gate in front of us read "No Trespassing," was locked, and didn't appear to be an entrance to the Payless SEA lot. After dangerously backing out of the alley in the pitch dark, we weaved through business parking lots to try to find an open entrance to the Payless SEA lot. As my boyfriend drove, I called the number for Payless SEA posted on the fence. The phone rang and rang, with no answer, so I eventually hung up. We could see a small shed/office inside the fenced-off lot with no lights on. There was no sign of anyone - customers or employees - and no cars were coming or going from any corner of the lot to suggest where the entrance might be located. We continued around the perimeter, looking for an entrance, but anything that could have been an entrance was locked. I called the business again and got no response.By this point we had wasted 20 min and were getting nervous we would miss our flight. Thankfully, I quickly found another airport parking lot across the street that was able to accommodate us. Another couple on our shuttle to the airport had the exact same experience: they had reservations at Payless SEA and could not find an open entrance, and no one answered the phone when they called.I immediately alerted Way.com and was denied a refund. Way.com claimed Payless SEA was open and answering the phone when I arrived. As described above, this was simply not true. Unacceptable customer service.

  

  Business Response

  Date: 03/20/2023

  Hi *********,

   

  We are extremely sorry to hear about your experience at our partner's parking facility. Thanks for bringing this to our attention. Please understand that Way is a third party online market place and we do not own or operate any of the facilities listed in 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, we have made our cancellation policy in such a way that no refund requests can be accepted after the check-in time. However, we value all our customers and look into their issues seriously. We have reached out to the lot and spoke with ********* to verify this issue and he informed us that they are 24/7 open and it was not closed. We are not sure if you have reached out to the same location. At this moment, we cannot consider your request for a refund without any valid evidence. Please share us with the screenshot of your call log that shows the calls you have made to reach out to the facility and also we need the alternate receipt of the parking you have utilized at the other location. We will try to back up your claim by providing those evidences to the lot for getting an approval from them for a refund. We will try our best to make it right for you. Again, we apologize for any inconvenience this incident may have caused to you. Thanks for understanding and cooperation.

   

  - Way Team

• Initial Complaint

  Date:03/13/2023

  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.

  Booked reservation through app for hotel shuttle parking. I had showed up and was told its not longer offered but is being advised still through the app. Got scammed out of money and was never issued refund or anything. This just recently happend as this was not the case a few months ago

  

  Business Response

  Date: 03/20/2023

  Hi *****,

   

  We are so sorry for your overall experience while using our services. Thanks for bringing this to our attention. We have reached out to the facility to investigate upon the issue and they were full on that day due to unexpected flight cancellations. We have already refunded you the reservation OGI26855350 and the other one OGI26745457 was disputed from your end. We don't have access to your funds once the charges are disputed and it takes ***** days to get a result from the bank's end to understand for which party they have ruled in favor. If you wish to work with us and resolve this issue at the earliest and get the refund, please reach out to our dispute team and they will help you through the next steps to resolve it with no more delays. Again, we apologize for the inconvenience caused to you and we will make sure to our best that such incidents won't happen again in the future. Thanks for your understanding and cooperation.

   

  - Way Team

• Initial Complaint

  Date:03/13/2023

  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 a reservation with Way.com for parking at the **************** lot in *********, **. I paid through my credit card to book the initial reservation of $58.85 with my *********** card. I had to add an extra day for $12.74 on my Discover card. When I arrived at Fly Away to pick up my car, I was told I had to pay in full $76.65. So I had to pay for the same parking twice.I contacted Way.com for a refund, and they just said no. It was a valid charge. So I disputed with my credit cards. I got a refund from ***********, but Discover would not give me a refund. It's not even about the money at this point. I just want people to know NOT to pay Way.com for anything. They are taking money to book reservations--when the customers has to pay in person when they pick up the car.

  

  Business Response

  Date: 03/17/2023

  Hi ******,

   

  We are so sorry for the overall experience you had at our partner's parking facility. We have reviewed the whole conversations you had with our agents and found that when we reached out to the parking lot to confirm this issue but it was denied by the lot and ************* from the lot told us that they didn't receive any direct payments. Please understand that as a third party online market place we are also liable to pay to the lot for each spot allocated to us as per the contract we have with them. So we should receive a confirmation from the lot to initiate any kind of refunds after the check-in time or else they will charge us for that reservation. However, we see that you have sent us a receipt that's showing the direct payment you have made to the lot directly that supports your claim. We are ready to refund you for the extended parking but unfortunately, your funds are held by the bank since it was disputed. Our dispute department will guide you through the next steps to drop the dispute and release the funds from the bank so that we can refund you. Please send us a withdrawal letter as advised by the dispute team if you wish to work with us and if you have any further queries please respond to our email. Again, we apologize for the delay in getting this resolved and thanks for your understanding and patience.

   

  - Way Team

• Initial Complaint

  Date:03/10/2023

  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 parking reservation on 2/23 for my upcoming trip 3/4-3/9 for $132.99 . Way.com charged my card and gave me a confirmation/reservation number. The day of my trip my my husband, my 1 year old daughter and I arrived at ***************, the attendant told me the lot was full and that is was first come first serve and that it did not matter that I had a reservation through Way.com. I then had to run around Queens ** with my daughter at 5am trying to find parking so we did not miss our flight. We were able to park at the airport and just barley made our flight. Upon our return the cost for long term parking without a reservation was $420. I requested a refund from Way.com and expected them to then pay for our parking at the airport since it was their fault we had to park their. After speaking to their live agent via chat they told me they could only refund what I paid to them, and when I called they said the same thing that they would not be reimbursing me for the $420. The representative also stated that they do not contact the place where the reservation was made and the lot must have been full at the time we arrived even though when I made the reservations I put the time we would be there.

  

  Business Response

  Date: 03/13/2023

  Hi *******,

   

  We are extremely sorry for the experience you had at our partner's parking facility. Thanks for bringing this to our attention. We have escalated this issue with our internal management team for investigation as we were not informed by the lot about this issue prior to your booking. Please understand that Way.com is a third party online market place and we do not own or operate any of the facilities listed in our website physically. We understand your frustration and we will definitely take actions to make sure that such incidents won't happen again in the future. Lot issues sometimes occur as a result of unexpected flight cancellations also and the lot may not be able to accommodate new vehicles as the existing ones couldn't be taken out. However, we appreciate if you can share us with a copy of the receipt of your parking you had at the airport so that we can support your issue by showing it as an evidence to the lot. This will help us to make it as a record to avoid such incidents from the lot's end. We apologize again for the inconvenience caused and we look forward to your response at the earliest. Thanks for your understanding and patience.

   

  - Way Team

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19579315
  
  I am rejecting this response because:

  I have attached the receipt from parking at the airport without a reservation.

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

  

  Business Response

  Date: 03/20/2023

  Hi *******,

   

  We are so sorry for your overall experience you had while using our services. We have initiated a full refund back on your card and that will be reflected in **** business days. We understand the inconvenience you had and we have reached out to the facility to investigate upon this issue. They have promised us that moving forward such instances will be notified to us as early as they can. As a gesture of goodwill, we would like to offer you a discount coupon which is WAY5 that can be used multiple times while using our services in the future. Again, we apologize for all the hassle you had with this issue. We look forward to work with you without any issues in the future. Thanks for your understanding.

   

  - Way Team

  Customer Answer

  Date: 03/22/2023

   
  Complaint: 19579315
  
  I am rejecting this response because: I will not be using your services again as I will not risk having same issue again resulting in me paying 3 times the amount I was promised. Your representative via online chat also advised you were a third party company and do not communicate with the parking facilities. I will be sure to tell family and friends of my experience and  advise them to go elsewhere. 

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

• Initial Complaint

  Date:03/09/2023

  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.

  Way.com refused to honor a price match guarantee. I was approved for it (in writing) and then told I would need to make a new booking, which was confusing since I had made a reservation just before reaching out for the price match. I did, but the price had then magically jumped up (no longer matched). I still had my old reservation but made a new one anyway as instructed and sent the new confirmation (as I had been instructed). Receipt of it was the new reservation # was confirmed, and I was told to reach out after the reservation was underway (under the impression that it was all good as nothing to the contrary was shared). With that in mind, I canceled my original/first reservation , since (again) they told me in order to get the price match I had to make that second one, and they accepted that second confirmation number in the price match procedure. When my reservation was underway, I reached out for the credit for the price match (that was what I was instructed to do), with no response. I emailed again. No response. I called and I was told it was escalated and then sat on the phone for 45m waiting for a supervisor who told me they wouldn't honor it because I made that second reservation and I should have kept the first! Both reservations were exactly the same and the second only made at their advice so I'm not sure why it now didn't qualify, or why it was confirmed when I sent the confirmation. It's confusing and not fair to customers. It felt like a bait and switch in that they ask you to give them a heads up of price match/competition, then change their rates to be 2 cents lower so you don't quality when you make a new reservation, and worse off, don't tell you that immediately, but make you think it's all good, only to tell you weeks later (after your reservation has started and you no longer can cancel and book elsewhere) that they won't in fact honor it. Really bad business.

  

  Business Response

  Date: 03/13/2023

  Hi *******,

   

  We are sorry to hear about your experience while doing a price match with us. We have investigated upon this issue and listened to the whole conversations you had with our agents which was recorded on our line. We have also seen the email conversations you had with our agents and we see that the first email was sent to us on January 25th and it clearly explains the reservation number and price details to be matched with the price you have got from another website which was $86.95. We have sent you a detailed email with our terms and conditions to get the price match approved. Again, you have sent us another email with the two screenshots of the prices in our website as well as the other website as we advised for approval on the January 26th. Then on the January 27th, our agent replied back to you that your request for a price match has been approved. Then you have replied back to that email with a different confirmation number which was ***26363521 on the February 15th. As our agent was totally unaware about your new reservation she didn't notice the *** number which was in grey and blurred but we accept that as a mistake from our agent's side. She replied back to you on the same day advising to complete the reservation as per our price match policy to get the credits as promised for the reservation "***26348103". The initial call was made to us on the 22nd February for cancellation of your reservation ***26348103 and our agent reconfirmed the dates and time of your reservation to make sure that she is cancelling the right one as you already had two reservations at that time. As per your conversation, you were claiming that somebody from our team informed you to make a new reservation instead of the approved one for the price match which is  ***26348103. We couldn't see any other telephonic or email conversation that advises you from our end to make a new reservation. Your new reservation which was ***26363521 was booked for an amount of $85.99 which was not meeting the price match of your screenshot from the other website that shows the price as $86.95 as it is less than the reservation you have seen from the other website. So the logic is very simple that we cannot do a price match for a reservation that has provided a lesser amount than the amount to be matched. Like any other companies we also do have account for every dollar that we give and receive so the policies  cannot be compromised like a give away for a customer's mistake and then blaming us for that and we don't believe that's the best customer service because no company could survive that way. You have made a price match request which has met our criteria and we approved it but unfortunately, you cancelled it for no reason and made a new one with a lesser price that cannot be matched with the price that you have provided. One of our supervisor's tried to explain to you the same thing for almost an hour but you were not understanding that nothing wrong was done by our end. If you have any proof to show us that any of our agents asked you to make a new reservation as you claim, then we will reconsider your issue for approval. Hope this will give you a clear picture of what happened and we are ready to submit any proofs or call records upon request. We have also attached screenshots of your initial email and also the second reservation number sent to us which was not clear. We don't want to loose any of our good customers for a mistake from our end and we always strive to deliver the best service and retain our customers. Unfortunately, this case is something which we are not to get blamed and we cannot amend our price match policy to resolve a single customer's confusion. Thanks for your time and understanding.

   

  - Way Team