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:03/28/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Made a reservation via Super Travel online to stay at a hotel from March *****, 2023. I had to cancel the reservation several days in advance due to covid and the hotel approved the cancelation and refund, providing a letter of approval to Super Travel. However, Super Travel will not provide me with a refund and rather replied with an email that I'd be charged $30 for a reservation modification and stated they can not guarantee their travel partner will agree to the change.

  

  Business Response

  Date: 04/04/2023

  Hi ******,

   

  Thank you so much for reaching out about your reservation B_8830684 at the *******************************.

  We are so sorry to hear you caught Covid, we hope you are recovering well.

  Upon further review, it appears that our team has already assisted you with this reservation and has coordinated with the property and our travel partner to negotiate free cancellation on your behalf. The refund has also been processed on 03/29/2023 and should already be reflecting on your account as it would usually just take 3-5 business days depending on your bank.

  We really appreciate your patience so far and the time spent explaining your concerns with this reservation and we hope to serve you in the future. Take care!

  Best,

  Corporate

   

• Initial Complaint

  Date:03/28/2023

  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.

  On 2/18/23 I booked a room through SuperTravel for the night. I paid $561.49 for the ***** hotel in ********* the SuperTravel confirmation number: B_8529188 was denied at the hotel desk. The hotel clerk told me that the website was a scam. I showed them my receipts and emails. They said it was invalid no reservation was made under my name nor the confirmation number SuperTravel gave me. I had my bank dispute the charge. I received a email from SuperTravel stating if I cancel the dispute they would pay me a refund through PayPal. I had another charge on my card for the same amount on 3/26/23. I have been trying to email them and no response. I tried calling them and the lady hung up on me. When I requested a phone call back, the call was listed as a Potential Spam. I tried chatting online and I would get disconnected and asked to refresh. I dont know what kind of company this is but it has been the worst experience of my life. My account is in the negative now and no one will respond to my correspondence. They offered me a refund and now Im having to jump through hoops to get it. I spoke to the front desk clerk again at Circa and he said all they have to do is call to confirm that confirmation was no good but he said they probably wont because it was a potential scam/invalid confirmation in the first place. I have attached all the correspondence.

  

  Business Response

  Date: 04/04/2023

  Hi ******,
  
  
  Thank you for reaching out to us about your reservation B_8529188 at the ************************* *************************text="true" style="box-sizing: border-box;">
  We are sincerely sorry to hear that you had trouble with your reservation. Some incidents might occur in the travel industry that we cannot control as a third-party booking site, but we have procedures in place to reduce that negative impact as much as possible.
  
  
  We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you.

  Kindly be advised that our chargeback department has informed us that the refund has been processed to your original payment method on file and it may take 3-5 business days to receive your payment depending on your bank.

  We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

  Best,

  Corporate

   

  
  

  Customer Answer

  Date: 04/04/2023

  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.
  
  Sincerely,
  
  Summer ******

• Initial Complaint

  Date:03/27/2023

  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.

  what super travel sent to me after I booked a reservation for Comfort Inn at ****** ***** 36 hours before they sent this Hi ******,It's Ivy here from SuperTravel. We are reaching out in regards to your booking at Comfort Inn from 15 Mar 2023 to 18 Mar 2023. ?We checked in on your reservation and unfortunately, the hotel will not be able to accommodate you. This is because the hotel is overbooked and the room you booked is unavailable.?We understand this is an inconvenience and we are dedicated to finding you another suitable option. Kindly respond to this email if you want or we can process a full refund and an additional 20% of your booking value in credits to your account.We wanted to notify you as soon as we received the information from the hotel. We also wanted to be as transparent as we could during this time as we know it's not a fun situation to be in.Sorry again for the troubles, and we appreciate your cooperation throughout this matter.The did not refund the entire amount they shoreted me $35 non refundable emergency cancellation that I paid and $8 tip and promise d 20% morew for leaving me hanging and it was on supertravel credit but Supertravel cancelled the reservation unexpectatly Leaving me hanging I will never use them again so the lied saying they would pay me extra 20%They are thieves They owe me ******

  

  Business Response

  Date: 04/03/2023

  Hi ******,

  Thank you for reaching out to us about your reservation B_8666369 at the Comfort Inn.
  
  We are sincerely sorry to hear that you had trouble with your reservation. Some incidents might occur in the travel industry that we cannot control as a third-party booking site, but we have procedures in place to reduce that negative impact as much as possible.
  
  We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you.

  Kindly be advised that the whole amount including the tip and enhanced refund fee has been processed to your original payment method on file, while the 20% credits are already showing on your SuperTravel account and ready for use. 

  We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

   

  Best regards,

   

• Initial Complaint

  Date:03/27/2023

  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 hotel through supertravel for the wrong date. Immediately after i tried to cancel. I called the hotel which would have allowed me to cancel the booking but they advised that they couldnt because supertravel handles everything. I eventually found supertravels number and was advised that even though i booked the reservation within the same hour that i am tried to cancel that it could not be canceled or modified. I am seeking a refund.

  

  Business Response

  Date: 04/03/2023

  Hi ***********;,
  
  
  Thank you for reaching out to us about your reservation B_8897281  at the **************************.
  
  
  We are truly sorry to hear that you had trouble with your reservation.
  
  
  Unfortunately, because you've booked a non-refundable reservation, we are unable to make any changes to your booking, including changing the dates, and cancellation will not result in a refund. Please note that this was communicated on the booking form before the reservation was made, and later on the confirmation page.
  
  
  The only exception would be if you had reached out directly to the accommodation, and they send you our way because you have reached an agreement. If so, please ensure you get written confirmation that they will discount or refund your stay, outlining the date of stay and the guest's name.
  
  
  Alternatively, if you reached out to them by phone or in person, please always make sure to get the name and position of the staff that has accepted your request.
  
  
  To speed up the process, we have escalated this matter to our Amendments team who will be reaching out to the accommodation on your behalf and request an exception to be made. They will follow up with you as soon as possible.
  
  
  We reiterate our apologies for any inconvenience and we appreciate your patience.
  
  
  Regards,

• Initial Complaint

  Date:03/24/2023

  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 my stay at a Hilton through SuperTravel for 2 nights at the Columbus Hilton Garden inn. When I arrived at the front desk the lady said that the reservation was only booked and paid for one night. I would need to contact SuperTravel for the second night and they would need to send payment. The ****** said they tried calling but had not response. They asked me to reach out and contact them. I was able to chat with 2 people and I was eventually told that it had been escalated and that someone would be in contact in ***** min. I stayed up waiting and heard nothing. I hoped that it was taken care of. When I went to check out the hotel said that they never gave them payment. Sorry but they would have to charge me for the second night and I would need to get reimbursed from Super or Super would need to pay them. I ended up paying ****** to ******. I contacted Super again before leaving in case they could correct it before I was leaving. I was told that it takes time to correct. They told me that someone should be in contact shortly. I was never contacted. That was Tuesday. Now it is Friday and I contacted them again. They have told me the same thing. I have double paid for a night. They should be able to refund me with no problem. Reservation number: B_8788164

  

  Business Response

  Date: 03/31/2023

  Hi *******,

   

  We appreciate you letting us know about your experience. We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you.
  
  
  Some incidents might occur in the travel industry that we cannot control as a third-party booking site, but we have procedures in place to reduce that negative impact as much as possible.
  
  
  It is noted that you were fully refunded on 03/29/2022 and granted compensation.
  
  
  We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

• Initial Complaint

  Date:03/23/2023

  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.

  On February 06, 2023, I was booking a room for ************* ** Hotel - ************************************************. I thought I was booking directly with the hotel, but the booking was going thought Reservation Stays. I picked a one night stay of Feb 21st to Feb 22nd. I remember choosing to pay extra for Cancelation, due ********* having the snowiest winter. When I looked at the booking, there was no itemized list of what the $147.00 was for and there was a clause of NON-refundable. I looked at their documentation for refund. For cancellations due to weather, they wanted a Government issued document advising no travel. In *********, the Advisories are issue through weather.com and the news stations. I found the requested documents: Gov issued document, email from the hotel authorizing the refund, document with my address, and a new source doc about the weather. NOW they want a document from the hotel to show their refund/cancellation policy. Each time I give them the requested documents, they ask for more that is not listed in their refund policy.

  

  Business Response

  Date: 08/21/2023

  Hello *******,

  Thank you for reaching out to us regarding your reservation B_8397984.

  We sincerely apologise for the delay in response to this complaint due to an error in the system.

  Regarding your reservation, you purchased an extension to the non-refundable policy. Please note that in order to deviate the refundable policy of your booking, you must meet the eligibility criteria. In this case, we checked and found out that your request for refund through the enhanced refund channel was approved. We are glad that it worked out.

  We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.

  Regards,
  
  

• Initial Complaint

  Date:03/23/2023

  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 had to go out of town to work and I stayed at the same hotel the week before but I wanted to book my room in advance so I got on supertravel and made 1 reservation for 1 room 2 beds and when I showed up they told me I had 2 reservations 2 different ones under the same name. So after they helped me and said that they'd cancel it the booking company then tells me they are keeping my money no matter what even though I never booked it or gave any type of approval for them to charge me twice. My bank told me that it was charged twice less than 1 minute apart. Meaning I would have put all my info in find the room put my card in pay for it and do all that again within like 40 seconds and that's just not possible for me to do that. So the manager at the hotel ******* by ******* said they have had problems with booking companies stealing money from people even after the hotel tells them to cancel so if you could please help me get my money back I was just trying to work and make a living meanwhile this rich company is stealing from us working people so please help get it fixed for us all. Thanks

  

  Business Response

  Date: 03/31/2023

  Hi ********,

  
  Thank you for reaching out to us about your reservation B_8813730 at the **************************************.

   

  We can assure you that we are a legitimate company. We've been featured in the New *********** SmarterTravel, Conde Nast Traveler and dozens of other press outlets.

  Please note that we do not have the capacity to book on your behalf. Two reservations were made and unfortunately, because you've booked non-refundable rates, we are unable to make any changes to your booking without the hotel's written approval.

  The only exception to deviate from the original policy of your booking would be if you had reached out directly to the accommodation, and they send you our way because you have reached an agreement. In that case, you must ensure you get written confirmation that they will discount or refund your stay, outlining the date of stay and guest name.
  

  Our Support team had sent you the link with the form to fill up but we did not receive your reply.

  
  
  To speed up the process, we have escalated this matter to our Amendments team who will be reaching out to the accommodation on your behalf and request an exception to be made. They will follow up with you as soon as possible.

• Initial Complaint

  Date:03/22/2023

  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.

  The booking was confirmed and paid for in full, but when reached out to the hotel, they were not able to find a reservation on my name. Contacted supertravel customer service and they are just providing an explanations that doesnt sound credible to me, keep promising, but never resolved the issue. Sounds like a scam!

  

  Business Response

  Date: 03/28/2023

  Hi *****,
  
  
  Thank you for reaching out to us about your reservation .B_8728829 at the ******************************.

  Were sorry that you have that perception of our service. We can assure you that we are a legitimate company. We've been featured in the New *********** SmarterTravel, Conde Nast Traveler and dozens of other press outlets.Our hotel rooms are sourced from different partners including Expedia, Priceline, Booking, Hotels.com, etc... as well as wholesalers, to get you the best rates, and what makes us special is our access to exclusive deals which are only available through direct messaging.

  We want to let you know that it's common practice for hotels to process their 3rd party bookings closer to the check-in date, so they may not be able to share the number in their system yet. In addition to the reference B_8728829 you got when you made the reservation, closer to the arrival date the hotel will be able to provide their Hotel Confirmation Number (HCN).

  
  It is to be noted, that there are some hotels that have that number available closer to arrival but you can always check with our Support team so they can get that confirmed as soon as possible.
  
  
  This is just to explain that, unfortunately, as a third-party we cannot control some properties can only see it internally closer to check-in versus others that can see it on their system as soon as the reservation is done.

  We hope we have clarified your doubts and concerns.
  Regards,Corporate

   

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19636283
  
  I am rejecting this response because:

  as I received an additional details regarding my booking from supertravel.com, I called the hotel and again, there was no reservation for the dates I booked in he hotel system. Glad I checked, to protect myself and avoid surprises when in ******, I simply made a reservation with booking.com, not dramatically more expensive, but reliable, that booking appeared in the hotel system immediately. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 04/03/2023

  Hi *****,

  
  Thank you for the follow up.

  We understand your concern, but as previously mentioned, the hotel manually extracts the information from third party bookings and enters it into their system closer to date. This matter has been escalated to our Amendments team who is reaching out to the accommodation and travel partner. They will follow up with you as soon as possible.

   

  Thank you for your patience.

  Customer Answer

  Date: 04/06/2023

   
  Complaint: 19636283
  
  I am rejecting this response because: my concern is related to the fact that in case I wouldnt check the status by myself on time, I would end up sleeping on the street or spending so much to find the place to stay immediately.  People must be responsible if they are in this business. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/20/2023

  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.

  This company conducts its business in a dishonest way and deceives its consumers. I was on a business trip and reserved/paid the hotel in advance via SuperTravel with a daily charge 0f $76.44 plus taxes of $34.07. However, when I checked out the hotel's invoice and provided the details of the charges, the hotel's invoice doesn't match SupterTravel's invoice. SuperTravel hides its agent fee/booking fee as "tax and fees" to confuse its customers. I work for the *****************, and our reimbursement must have all the separate details of the room charge, the city lodging tax, and the state sales tax. And we must submit the hotel's receipt to get reimbursement. Since the invoice from this company is not matching the hotel's invoice, and the company refuses to provide a matching invoice of each day's room charge and taxes that match the hotel's, I will have to pay the difference from my own pocket. Pls see the two receipts attached as evidence. SuperTravel should make their charges transparent to the customers, not just trick the customers and let them think that they get a good deal - those hidden fees are harmful to people like me who travel for work and need to reimburse their travel expenses in a lawful way. Because of that, I ask SuperTravel to refund the $ difference - or provide me a receipt that matches the hotel's room charges, state tax, and city tax and add whatever the difference as their agent fee clarified in their invoice. And they should always do so.This is the 1st time I've ever seen a travel agent behave like this - I have used Hotels.com, Airbnb, and many other travel agents and none of those companies have used this dishonest trick to get their commission. I was lucky that I only booked two nights - just imagine what if someone books a whole month with them or the hotel is expensive - imagine how much extra the customer has to pay?Consumers have the right to know before they purchase any services, and this kind of FRAUD IS NOT OK!!!

  

  Business Response

  Date: 03/28/2023

  Hi ******,
  
  
  Thank you for reaching out to us about your reservation B_8435080 at the ****************************.

  Were sorry that you have that perception of our service. We can assure you that we are a legitimate company. We've been featured in the New *********** SmarterTravel, Conde Nast Traveler and dozens of other press outlets.

  Please note that SuperTravel can issue a payment receipt with the breakdown of charges, nonetheless, for legal reasons, only the accommodation can issue an invoice at check-out either on paper, by email, or both if required by local legislation.

  While the type of invoice also varies depending on local legislation since reservations are legal agreements between properties and their guests, the property must issue them when required.
  
  
  We kindly ask you to review the Terms & Conditions on our website, so you can get a better understanding of the policies of your reservation and the scope of our services.
  *******************************
  
  Also, depending on the applicable regulations, these invoices can likely be tax invoices or customer receipts.
  This being said, please note that our hotel rooms are sourced from different partners including Priceline, Booking, Hotels.com, etc... to get you the best rates, and what makes us special is our access to exclusive deals which are only available through direct messaging.
  The price on the folio provided by the accommodation is what we negotiate with our partners. We add a small margin to cover the costs associated with running a business. We're proud of having the lowest prices around saving you money on hotels so that you can spend more on the rest of your trip!
  
  
  For more information please check this link:
  **********************************************************************************************************************
  
  We reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.
  
  
  Regards,
  Corporate

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19622444
  
  I am rejecting this response because:

  As shown in my two receipts as evidence, your business' break-down receipt displayed different and higher price per day, per tax, and per fees compared to the hotel's receipt detailed pricing.

  Using this way to earn your service fees is dishonest, deceiving, and nontransparent to the customers.

  Furthermore, being pointed out with evidence of the company's misleading behavior yet still claiming that the company take pride in the way running their business is a fascinating phenomenon and out of my comprehension. Shame on them. 
  

  

  Business Response

  Date: 04/03/2023

  Hi *******,

  Thank you for your follow up. We appreciate you letting us know about your experience. We strive to ensure every customer is satisfied with our business, and we apologize for any way in which we may have inconvenienced you.

  Our hotel rooms are sourced from different partners including Expedia, Booking and Hotels.com to get you the best rates, and what makes us special is our access to exclusive deals which are only available through direct messaging.
  
  This is just to explain that we definitely not trying to mislead anyone and we are truly sorry that it has caused you this inconvenience. It is just that, even though the hotel might provide you with a folio of the so you have a record of services provided, nonetheless, the invoice you received at the time of booking is the correct documentation for the breakdown of the charges of your purchase.
  
  The price on the folio is what we negotiate with our partners. We add a small margin to cover the costs associated with running a business. We're proud of having the lowest prices around saving you money on hotels so that you can spend more on the rest of your trip!
  
  For more information please check this link:
  **********************************************************************************************************************
  
  We hope we were able to clarify.

   

  Best regards,

• Initial Complaint

  Date:03/19/2023

  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 March 19th I booked a hotel room for the 19-21rst because our heat went out and my dad is very sick so he couldn't stay at the house. The online booking site charged me $111.70 for the rooms and when I went to review the receipt the hotel I booked was already full for those days so it pushed my date out to the *****rd. Although the website said no refunds, nowhere did it say the hotel was booked and instead of not taking my money it took it and moved my date out. I absolutely do not need this room now for the days of the *****rd of March, it was an emergency so I had to book another hotel for $100 and I've been on the phone all day trying to get my money back. The operators were very rude and kept cutting me off. The would not listen to my complaints legitimately and would not transfer me to someone who would or give me Corporates number. I am a single mom with 2 young children and an elderly father who works very hard to stay afloat and absolutely cannot afford to lose $111.70 to a company that has no empathy for it's customer's. I could understand if I was responsible for the miscommunication but I wasn't. It was they're lack of important information on the website about that hotel that led to this situation. Thank you

  

  Business Response

  Date: 03/27/2023

  Hi ********,

  
  Thank you for reaching out to us about your reservation B_8813846 at the *********************************************.

  We are truly sorry that you had trouble with your reservation Please note that we do not have the ability to modify any reservations or change your research.
  
  
  Every reservation is made based o the search that is made in order to list the options based on the criteria that you have input. If the dates that you have selected are not available, the system lets you know and shows the next available dates. It is the guest's responsibility to confirm the dates and the hotel before moving to the payment page and then finalizing the purchase.

  
  Unfortunately, because you've booked a non-refundable reservation, we are unable to make any changes to your booking without the hotel's written approval.
  The only exception to deviate from the original policy of your booking would be if you had reached out directly to the accommodation, and they send you our way because you have reached an agreement. In that case, you must ensure you get written confirmation that they will discount or refund your stay, outlining the date of stay and guest name.

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