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:02/28/2024

  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.

  02/23/2024 was the date of the transaction, unfortunately I came down with covid and checked the hotel cancel policy and spoke with them. They allowed me to cancel without and problem, but this third party website super.com is what I had booked through hasn't been helpful in receiving a refund. All the customer service agents have been rude and refuse to allow me to say anything regarding and constantly cut me off. I uploaded the hotels approval of cancel and my covid test, I have been waiting for responses and haven't heard anything of note. They charge a $30 few for cancel if refund is possible and I'm happy to pay that but I'm not getting any information towards progress on this.

  

  Business Response

  Date: 03/04/2024

  Hi ******,
  
  Thank you for bringing this to our attention. We understand the challenges you faced with your reservation, and we apologize for any inconvenience caused. 
  
  Our primary goal is to ensure the satisfaction of every customer, and we appreciate your patience and understanding. 
  
  Please note that our Support team is currently working to resolve this as soon as possible. They will follow up with you as soon as possible.

• Initial Complaint

  Date:02/27/2024

  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 booked a hotel in ****** through Super.com. When I tried to cancel my reservation, I could not get my money back. It went into an account for future travel. I had understood that my reservation was fully refundable. When I could only get credit for my reservation, totally over $1,675, I tried to rebook rather than loose the money. They no longer can give me a room at the same hotel.I have to stay at that hotel, so will now have to pay again for the same hotel.

  

  Business Response

  Date: 03/03/2024

  Hi *****,
  
  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. Please note that this type of credits can actually be used for full amount in making a new reservation. When you tried to book again using the credits and no rooms were available at the same hotel, it might be because the hotel is already sold out for that date.
  
  Rest assured, the credits have now been removed from your account and a full refund in your original payment method has been issued last March 1, 2024. It usually takes 3-5 business days to be processed. Processing times depend exclusively on the bank; therefore, you must reach out to them for an exact timeframe.
  
  We trust this clarifies matters for you.

• Initial Complaint

  Date:02/25/2024

  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.

  We had booked a one week stay at ************ (booking ID *********** from Feb 25 2024 - Mar 3 2024 and we got to the hotel this afternoon and they're saying they didn't get payed at all for our stay!We don't want to have to use the Credit Card again, please pay the hotel what they're owed.Thank you!

  

  Business Response

  Date: 03/01/2024

  Hi *********, 
  
  Thank you for bringing this to our attention. We understand the challenges you faced with your reservation, and we apologize for any inconvenience caused. In the dynamic travel industry, unforeseen situations may arise that are beyond our control as a third-party booking site. Despite these challenges, we are committed to minimizing any negative impact on our valued customers.
  
  Our primary goal is to ensure the satisfaction of every customer, and we appreciate your patience and understanding. Please note that our Support team is currently working to resolve this as soon as possible. They will follow up with you as soon as possible.

• Initial Complaint

  Date:02/24/2024

  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 stayed at a the Hilton in ******* and they provided a refund to Super.com. Because if a problem with their employee not allowing me to check. Super.com refused to give me my money ****************** talked with them an authorized it. I stayed at are Roof Inn and they had dirty sheets and could not provide me with clean ones or another room. They authorized a refund. I had to leave and get another room in ************. No refund given. Super.com is terrible with customer services. They are do not assist their customers. They seem to steal your money when they get a refund and refuse to give it back. Expedia does not need to be linked to them if they are. I would not recommend that anybody use them.i would like my full refund back for my money since both locations have given it you. Also please tell your representative to stop saying they are just a booking agency when the hotel refer us to you to solve the problem and you dont acknowledge us. I have given Suoer.com more then one chance and you seem to. It want my business. Please give my refund and gain your staff on customer services and solving problems. It sad when the management is worst then the person below them.

  

  Business Response

  Date: 02/29/2024

  Thank you for sharing your recent experience with our Support team, *********. Your feedback is invaluable to us, as it guides our continual improvement and growth.
  
  We're sorry to hear that the accommodation did not meet your expectations for both of your reservation due to staff behavior and the condition of the room. Please understand that, as a third-party booking service, hotel standards, amenities, staff and other guests' behavior are beyond our control. However, we recognize their importance.
  
  For your B_12201517 booking at *******************************************, although our initial attempt to secure an exception was not successful, we are dedicated to exploring potential solutions.
  
  Please note that your reservation was made for a non-refundable booking, which limits our ability to modify or cancel it without the hotel's approval. Our ability to override the decision is limited. If you've directly communicated with the accommodation through written correspondence, kindly gather all relevant details, including the staff member's name and position who approved your request.
  
  Once you've obtained the complete documentation of approval, please initiate the cancellation process by visiting: go.super.com/amend and following the provided prompts.
  
  For swift resolution regarding your B_12648812 booking at ***************************************, direct communication with hotel management is recommended. They can best address concerns and enhance your stay.
  
  If the accommodation refers you to us, exceptions to policy may apply, so please obtain written confirmation of the agreement for our Support team.
  
  We trust this clarifies matters for you.

  Customer Answer

  Date: 02/29/2024

   
  Complaint: 21341491
  
  I am rejecting this response because:
  I did submit the information to them from the hotel in *******. The hotel also called them and completed it with me on the phone. Also I did what they recommended for the hotel in Orange *******.  If they check their records they will see that all this is done. This the same pattern they do and do not provide a refund. If the hotel have issued this refund per them. I should have my refund. 

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

  

  Business Response

  Date: 03/03/2024

  Thank you for bringing this to our attention, *********. Please understand that, as a third-party booking service, hotel standards, amenities, staff and other guests' behavior are beyond our control. However, we recognize their importance.
  
  We want to bring to your attention that we have checked our records for both of your reservation. For your B_12201517 booking at *******************************************, our Support Team tried their best to secure the request for a complimentary cancellation. Although our initial attempt to secure an exception was not successful, we are dedicated to exploring potential solutions.
  
  It's crucial to note that our ability to override the decision is limited since the reservation was made under a non-refundable policy. If you've directly communicated with the accommodation through written correspondence, kindly gather all relevant details, including the staff member's name and position who approved your request. Please note that the document you have initially sent does not include all of these details.
  Once you've obtained the complete documentation of approval, please initiate the cancellation process by visiting: go.super.com/amend and following the provided prompts so our Support Team can try to negotiate an exemption again to the hotel and our travel partners.
  
  For swift resolution regarding your B_12648812 booking at ***************************************, direct communication with hotel management is recommended. They can best address concerns and enhance your stay.
  
  If the accommodation refers you to us, exceptions to policy may apply, so please obtain written confirmation of the agreement for our Support team. Please be informed that we have verified that no documentation of hotel approval was sent over for this reservation.
  
  We trust this clarifies matters for you.

  Customer Answer

  Date: 03/07/2024

   
  Complaint: 21341491
  
  I am rejecting this response because: I do not understand why I am being asked to do  that I have already done. If the hotel and I have done everything for me to get my refund why are they saying no. If you are wanting to keep a process fee then let me know. It is wrong to keep my money when you were given a refund. 
  Again this is not customer service and not solving the problem. If the hotel provided money back to you and assessed me to complete the information on your website that you provided. What is the problem?
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/23/2024

  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.

  Following up on complaint number ********: Super.com has not yet credited my Super.com account the $500 credit that was promised in their resolution from January 27th, 2024.

  

  Business Response

  Date: 02/28/2024

  Hi *****,
  
  Thank you for bringing this to our attention. We apologize for any inconvenience caused. Please note that our dedicated Support team was able to address and resolve the issue. The credits have been already issued on your Super Travel account. 
  
  We hope this clarifies things for you.

• Initial Complaint

  Date:02/23/2024

  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 room with Super.com (also known as SuperTravel.com/SnapTravel.com) for Red Roof Inn Plus at the Meadow Lands for two nights, Oct. *****, 2023 for $268.37. I have confirmation # upon request.When I arrived at Red Roof, they had my reservation but no record of payment.I had no choice but to pay again (more$'s)I contacted Super.com on Oct. 17, 2023 by email advising them of the situation . Since they did not respond, I raised the dispute the credit card company.Super.com contacted me finally on Nov. 26, advising they could not do anything, since a dispute was raised with Citibank.Then I hear from ******************* that Super.com disputes my credit claim, because of their service agreement, where I either cancelled or cannot request a refund. OK, but Supertravel did not fulfill their obligation to pay the hotel. I contacted RedRoof Inn and they advised that the virtual voucher sent to them was invalid and they could not refund me any monies, until the voucher is corrected. RedRoof provided:their confirmation and Fit #, which I have upon request. I then contacted Super.com on Chat who could not help me, because they said the money is with the bank due to the credit card dispute I raised in October. I contacted ********** who advised that they had paid Super.com back. They provided me with the Aquire # as proof that they had returned the money back to you. The money now sits with *************** in Escrow until Super.com does their paperwork to get it back and then refund me.This has been going on since October and Super.com does not reply to any emails: corporate and dispute email addresses.

  

  Business Response

  Date: 02/28/2024

  Hi ****,
  
  We regret to learn about the challenges you've faced with your reservation. Please note that in the dynamic travel industry, unforeseen situations may arise that are beyond our control as a third-party booking site. Despite these challenges, we are committed to minimizing any negative impact on our valued customers.
  
  We understand that you've initiated the chargeback process, indicating a dispute with your bank or payment provider. At this point, our ability to intervene or take further action is limited.
  
  Our dedicated Chargeback team is actively involved in collecting all relevant documentation and will proceed to submit it to the card processor for mediation. Going forward, any updates or resolutions regarding this matter must be pursued through your financial institution.
  
  We appreciate your understanding in this process, and if there are additional details or documentation needed from our end, our Chargeback team will collaborate with your financial institution to ensure a thorough review of the case.
  
  We trust this explanation brings clarity to the matter.

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21337624
  
  I am rejecting this response because:

   

  The credit card company dropped this dispute 2 months ago and closed it last week because you rejected my dispute without investigating on your part.  They returned the money to you and is sitting in MasterCard Escrow account.  You need to retrieve the money.  Here is the Aquire #: 55429503265743125757669  the credit card company provided as proof that they returned the money to you.

  Please retrieve it and refund my money.  
  

  May I please remind you that the virtual voucher you provided to RedRoof Inn was corrupt and I had to pay again.

  
  Sincerely,
  
  Zain *******

  

  Business Response

  Date: 03/03/2024

  Thank you for bringing this to our attention, ****. We want to acknowledge that, as a third-party booking site, unforeseen incidents in the travel industry may occur beyond our control. Rest assured; we've established robust procedures to minimize any inconvenience these might cause to our valued customers.
  
  As we informed you before, you initiated a dispute with your bank, and as a result, it's imperative that all further communication regarding this matter goes through your card processor.
  
  We apologize for the challenges you've encountered, and we've ensured that our dedicated Chargeback team is aware of your case since you're seeking a resolution. However, please be aware that the mediation process must be exclusively handled through the dispute you filed with your bank.
  
  We hope this explanation clarifies the situation.

  Customer Answer

  Date: 03/04/2024

   
  Complaint: 21337624
  
  I am rejecting this response because:

  Respectfully, Do you read my responses?  This is the 3rd time I advise that the merchant bank CLOSED the dispute and will not pursue any further.  They will not pursue further because time has run out and they RETURNED the monies back to you.  I provided you with the Aquire # that you need to retrieve the money and then refund me.

   

  Please advise and do not tell me to pursue with the merchant bank.  They will not do anything further until you retrieve the monies with the Aquire # I provided in my previous response.
  
  Sincerely,
  
  Zain *******

• Initial Complaint

  Date:02/22/2024

  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 reserved a room while in lobby of ******** motel in ******** ** as I approach desk with info no vacancies for two days they scammed me out my money and now will not refund mr

  

  Business Response

  Date: 02/27/2024

  Hi ***,
  
  Thank you for bringing this to our attention. We understand the challenges you faced with your reservation, and we apologize for any inconvenience caused. 
  
  In the dynamic travel industry, unforeseen situations may arise that are beyond our control as a third-party booking site. Despite these challenges, we are committed to minimizing any negative impact on our valued customers.
  
  Our primary goal is to ensure the satisfaction of every customer, and we appreciate your patience and understanding. To address this issue, our Support team has been notified and will initiate contact with the accommodation and travel partner to thoroughly investigate the matter. 
  
  We understand you might have reservations about our services, but we can assure our credibility is affirmed by our features in many reputable publications. Rest assured, we will keep you informed and work diligently to resolve this situation to your satisfaction.

• Initial Complaint

  Date:02/22/2024

  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 had made a hotel reservation at the Super.com site via the Kayak website for a two day stay at the ********************** for Feb 21 and Feb 22. My Super.com Confirmation Number is B_13146533. On arrival at the hotel i found out that there is no reservation in my name. When I called the Super.com helpline they said they too did not find a reservation at the hotel and would work on fixing the issue. After waiting for an hour we made alternate reservations on our own and called The Super.com helpline to request a refund. Instead of acknowledging their mistake and issuing a prompt refund, i was directed to another website to file for a refund. On starting to fill out the refund request form one of the requirements was to provide proof of alternate reservation and this request i think is a violation of my privacy. I am not sure why i have to provide alternate reservation details when it was Super.com that made a mistake in booking my original reservation and causing major inconvenience. I called back the Super.com travel helpline and again requested a refund and was told that the alternate reservation information was a requirement and the only way to process a refund. i think this is not a legal process. So i am requesting the assistance of BBB to get my deserved refund without the onerous and privacy violating requirements imposed by Super.com travel.

  

  Business Response

  Date: 02/27/2024

  Thank you for bringing this to our attention, *********. We understand the challenges you faced with your reservation, and we apologize for any inconvenience caused. In the dynamic travel industry, unforeseen situations may arise that are beyond our control as a third-party booking site.
  
  We want to bring to your attention that we request the copy of invoice for the new booking made not to hold the refund, but to ensure that we will also be able to reimburse any potential rate difference. Despite these challenges, our dedicated Support team was able to address and resolve the issue. A full refund plus additional compensation was already issued on your account last February 23, 2024.
  
  We hope this clarifies things for you. We look forward to the opportunity to serve you again in the future.

• Initial Complaint

  Date:02/21/2024

  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.

  On October 13, 2023, me and my family checked into two hotel rooms and the ************** Resort to celebrate the 69th birthday of my mother. The staff was unwelcoming; from the front desk, the host at the steak house restaurant, to the entertainment staff; the negative behavior was consistent. When I checked into my room, the room was not clean. The table had a sticky unknown substance on the table that should have been easily cleaned off. Additionally, the sheets were stained and uncleaned. Lastly, the shower has long strands of human hair and the tile in the restroom had mold. We immediately reported to the hotel manager on duty and they set up a meeting the next morning for me to speak a manager to resolve my issue. The end result was that the resort manager agreed to refund me 100 percent of the fees for both rooms and provided me with a signed letter to support the reimbursement. The resort manager of **************, stated that they would have to contact SUPER.com and authorize my refund. To date, I have not seen a refund made to my account. ******************** will not talk to me on the phone or allow a manager to to call me back because I went through my bank, PNC Bank, to attempt to get my money back. Super.com stated that they do not give refunds when my bank attempted to collect payment and my bank will not refund the money that THE RESORT HAS AUTHORIZED. We did not stay at this hotel and I am personally out of $2,801.00. This has been a nightmare! With the supporting documentation provided, please refund my account, as the resort management agreed to do. Super.com is being uncooperative and I just don't know why they will not release funds back to my bank.

  

  Business Response

  Date: 02/22/2024

  Hi *******,
  
  We're sorry to hear that the accommodation did not meet your expectations for both of your reservation B_11565106 and B_11564705 due to staff behavior and cleanliness issues.
  
  Please understand that, as a third-party booking service, we're not responsible for hotel standards, amenities, or staff other guests' behavior. However, we recognize their importance.
  
  For swift resolution, direct communication with hotel management is recommended. They can best address concerns and enhance your stay.
  
  We understand that you've initiated the chargeback process, indicating a dispute with your bank or payment provider. At this point, our ability to intervene or take further action is limited.
  
  Our dedicated Chargeback team is actively involved in collecting all relevant documentation and will proceed to submit it to the card processor for mediation. Going forward, any updates or resolutions regarding this matter must be pursued through your financial institution.
  
  We appreciate your understanding in this process, and if there are additional details or documentation needed from our end, our Chargeback team will collaborate with your financial institution to ensure a thorough review of the case.
  
  We trust this clarifies matters for you.

  Customer Answer

  Date: 02/22/2024

   
  Complaint: 21327337
  
  I am rejecting this response because:
  

  This is a pre-generated response to my complaint. The merchant made no efforts to look into this matter.  I did initiate the charge back process and it was denied because super.com stated that it did not offer any refunds.  Both the resort and my bank stated that since payment was paid directly to super.com that this had to be resolved through them.  Super.com please provide my refund.

  Super.com is attempting to again give me the run around.  I was guaranteed a refund and I do not understand why super.com will not honor the refund promised by the resort. Super.com pays the resort.  Payment was not made directly to the resort.

  One of the representatives of super.com that super.com released funds back to PNC Bank and provided a refund.  I do not believe this to be true. Can super.com provide proof that funds have been released to PNC Bank?  The chargeback process super.com is referring to is now closed and PNC Bank or any financial banking institution would have no reason to hold on to funds. Can super.com confirm or deny with evidence that funds have been released back to PNC Bank?

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

  

  Business Response

  Date: 02/27/2024

  Hi *******,
  
  Thank you for bringing this to our attention. As we informed you before, you initiated a dispute with your bank, and as a result, it's imperative that all further communication regarding this matter goes through your card processor.
  
  We apologize for the challenges you've encountered, and we've ensured that our dedicated Chargeback team is aware of your case since you're seeking a resolution. However, please be aware that the mediation process must be exclusively handled through the dispute you filed with your bank. We cannot access your account and any resolution must continue through your financial institution.
  
  We hope this explanation clarifies the situation.

  Customer Answer

  Date: 02/29/2024

   
  Complaint: 21327337
  
  I am rejecting this response because:
  The financial institution has closed this file and stated it must be resolved with you. There is no open dispute with my financial institution.
  

  You have the documentation showing that the resort has approved the refund requested. If you need me to have the resort update the approval and send me to me, please let me know so I can send docuemnts.
  

   

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

• Initial Complaint

  Date:02/20/2024

  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 hotel room for tomorrow night, the calendar on their site showed the reservation for tomorrow, February 21, 2024 and check out on Thursday, February 22, 2024. When I received a copy of the receipt, it said March 13, 2024 to March 14, 2024. I contacted the company through their online chat as there is no phone number anywhere on their site nor my confirmation. They told me that there was no refund available, that was their policy. This is a Scam! I am very upset and feel that others should be warned and I want my money back. The really strange thing is that the booking date of the reservation is tomorrow's date, not today. Something is really off about this site!

  

  Business Response

  Date: 02/22/2024

  Thank you for bringing this to our attention, *******. We understand you might have reservations about our services, but we can assure our credibility is affirmed by our features in many reputable publications.
  
  We completely understand how important it is for every aspect of your travel to align perfectly with your plans. It's worth noting that once a reservation is made through us, we are unable to modify the dates, as these are set based on your initial search criteria.
  
  If your first-choice dates are unavailable, our system helpfully suggests the nearest available alternatives. To ensure a smooth travel experience, please take a moment to verify all your booking details, including dates, location, and price, before finalization. It's also beneficial to review our cancellation policy, so you're well-informed about your options if changes are needed.
  
  Please note that your reservation was made for a non-refundable booking, which limits our ability to modify or cancel it without the hotel's approval. Exceptions to this policy can only be made if the accommodation itself agrees to amend the reservation. In the meantime, as we are committed to resolve this for you, this has been escalated to our Support Team and we will reach out to the hotel on your behalf to try if we can obtain an exception for cancellation. They will follow up with you as soon as possible.