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:07/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a reservation on Kayak through SuperTravel (now known as Super). The Hotel was ************************** for check in on June 27th 2023 and check out June 26th 2023. Confirmation #b_9041199. I received a notice from Super on May 27th 2023 stating that my reservation was cancelled by the hotel due to overbooking. They gave me the option of choosing an alternate hotel or a refund. I responded on May 28th 2023 requesting a full refund to be made. I have called over and over again asking why the refund has not been processed as no service was provided. Their customer service member told me to get the cancellation notice from the hotel and send it in. I did exactly that and sent it in on June 22nd 2023. I still have not heard from anyone via email even though everytime I call, they tell me the case is being worked on and someone will reach out to me. This is absolutely unacceptable. I have provided all documentation and have given close to 2 months now for this to be resolved. I was not provided a service and their customer service team has been next to useless. I have tried calling their number again today and it says Due to technical difficult, we will not be able to route your call.. no thats not a spelling mistake, the response actually says difficult instead of difficulty. I now have no clue how to reach out to continue voicing my disappointment in their service and so I am filing a complaint here. All I want is to receive my refund. There is no reason for this not to be possible. When I called the hotel they said that Super NEVER paid them for my booking. So they are simply holding onto my money at this point and hiding. Any response or update would be much appreciated. The total of the reservation came to $696.29

  

  Business Response

  Date: 07/28/2023

  Hi ******, 

  
  Thank you for reaching out to us about your reservation B_9041199 the ************************** .
  
  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.
  Rest assured that our Support team is currently working to prioritize your case, reaching out to the travel partner and the accommodation, and will be in touch with you as soon as possible.
  
  We really appreciate your patience so far.

• Initial Complaint

  Date:07/19/2023

  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.

  July 18 2023 I booked a room on super for 1 night at the ************** and suits in ********** *******. I was charged 167$ and was promised a 2 queen *** studio suit. When I arrived the hotel said I was booked for what ever they had available. The room o got was a 1 queen ***. No role always no pullouts so my kids where gave extra blankets and had to sleep on a floor that not only turned ur feet black but was also soaked by the air conditioner. We had a flashing light from the hotels front yard beaming right in the window of our room. There's multiple little things that mad this stay horrible. This was supposed to be my son's bday weekend stay.

  

  Business Response

  Date: 07/28/2023

  Hi *****,
  
  
  Thank you for reaching out to us about your reservation .B_10332779 at the **************************** S, An IHG Hotel .

  We are truly sorry to hear about your experience. Please note that you were quoted and booked a reservation to include only 2 adults and the number of beds in the studio is not specified in the listing as the hotel will assign the room to fit the number of guests disclosed at the time of booking.
  

  We're sorry to hear that the accommodation did not meet your expectations. Because we're a 3rd party booking service, the standards of the hotel and the availability of their amenities are out of our control. This also applies to their staff behaviour. In cases like this, we have found that it is most effective to take concerns directly to the hotel management. If something goes amiss during your stay, please let the hotel know directly. Its their role to make you as comfortable as possible!
  
  
  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.
  
  
  Alternatively, or if you reached out to them by phone, please get the name and position of the staff that has accepted your request.
  
  

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

• Initial Complaint

  Date:07/18/2023

  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.

  Booking ref B_9026461 We booked to stay at ******************, ********************************************************** - transaction date 7th April 2023. Arriving on Thu Apr 13, 2023 for 3 nights.We paid ****** in total, ****** per night including taxes and charges. When we checked into the hotel and reached our room, we were immediately concerned as it looked out onto the fire escape (you could see into the room via the shutters) and was situated along the access route to the separate part of the hotel. The room was incredibly noisy - even with ear plugs, as the door didnt close properly and the shutters let in light and noise - not only from other guests but from generator (we think) on the fire escape. At 1am, out of sheer desperation, my wife went to the hotel reception to ask if they had a different room (which they didnt until the morning).The following morning we were unable to leave the hotel as we were waiting for confirmation of our room switch - which ate into our travel time.I complained directly to the hotel, and they authorised a refund of the first nights stay which I have been unable to obtain from the booking agent, Super Travel.I am therefore raising this complaint to seek refund on our first nights stay of 109, as the room was not fit for purpose. Many thanks *********************

  

  Business Response

  Date: 07/24/2023

  Hi ******,
  
  
  Thank you for reaching out to us about your reservation B_9026461 at the .******************.
  
  
  We're sorry to hear that the accommodation did not meet your expectations. Because we're a 3rd party booking service, the standards of the hotel and the availability of their amenities are out of our control. This also applies to their staff behaviour. In cases like this, we have found that it is most effective to take concerns directly to the hotel management. If something goes amiss during your stay, please let the hotel know directly. Its their role to make you as comfortable as possible!
  
  
  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.
  
  
  Alternatively, or if you reached out to them by phone, please get the name and position of the staff that has accepted your request.
  
  
  In this instance, to speed up the process we have escalated to our Support team, who will be reaching out to the accommodation to request compensation on your behalf and will follow up with you as soon as possible.
  
  
  We reiterate our apologies for any inconvenience and appreciate your patience.
  
  
  

• Initial Complaint

  Date:07/18/2023

  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.

  I booked a surprise "significant" birthday for my partner. We were supposed to stay at a hotel, and I booked a specific type of room (king **** beach front, private terrace with fire pit) on May 17 (for July *****). They took my money immediately ($1,772.99). When I didn't receive a confirmation from them, and as the date approached, I started to call to get confirmations. It took several calls, and several hours (you can't speak to someone directly, you have to leave a message)... I finally called the hotel directly to confirm, and they said that a DIFFERENT room had been booked - (not beach front, 2 queen ***** no fire pit). On Saturday (7/15) I spoke to a supervisor who said she was "looking into the matter," and would get back to me. I missed her call on Saturday, and called again on Sunday (7/16). I continued to attempt to resolve this issue with this supervisor on Monday 7/17 to no avail. I called again this morning (7/18) to see if they've resolved the matter, but they told me that there are no king **** beach front rooms available at this time. I asked for them to honor my room reservation or provide a refund, and they've been "working on this issue" for the last 7 hours with no resolution. We wanted to spend my partner's birthday at this hotel...but now I just want my refund, since they cannot provide the room I booked, for which I paid in advance for. They cannot provide the service they sold me, and have been stringing me along all day "working on it."

  

  Business Response

  Date: 08/29/2023

  Hi ******,

  Thank you for reaching out to us about your reservation B_9673796 at the ******************, Curio Collection By *************

  Firstly, we're sincerely sorry for the delay in getting back to you. We've been experiencing a high volume of bookings and subsequently, an increase in support queries so it takes us longer than usual to respond. We really appreciate your patience so far.

  We sincerely apologize for the challenges you faced with your reservation. Your feedback is important to us, and we're dedicated to ensuring a positive experience for every customer. It's important to note that in the travel industry, certain situations beyond our control *** arise as a third-party booking site. However, we've implemented procedures to minimize any negative impact as much as we can. Thank you for bringing this to our attention, and we're here to support you in any way we can. Your satisfaction is our priority.

  It is noted that you were fully refunded on 2023-07-23 and granted compensation. 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 reiterate our apologies for any inconvenience and look forward to having the chance to serve you in the future.
  Regards,

• Initial Complaint

  Date:07/18/2023

  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.

  Back in June of 2023, I made a reservation thru supertravel.com. Not knowing that this company has hidden disclosures that leaves the buyer unaware of any restrictions. In my case I made a reservation for a hotel room that didn't state any statements of it being nonrefundable and nor did it state that this hotel has an additional resort fee. So after entering my desired location, additional information, such as my credit card and pressing go/send. There after it came to my attention that the reservation webpage states no refunds or no change and now already executing my credit card to their website then it states all the restrictions. This company should have disclosed all this information in plain view to the consumer typed in right next to the payment page. But no there was no explanation. As a settlement not only doing want full credit back to my original payment but I want a courtesy credit to use at another ocassion. I also want that company to change their webpage to where the customer can read all the restriction before entering their credit card. Finally called the hotel directly to find out about cancelling this reservation. The front desk clerk said to have the third party reservation I at forward an email to request to have my reservation canceled. So I called super travel back and the reservationist and I did a 3 way call with me and the hotel front desk and the hotel CSR verbally gave super travels CSR the email address. So after hanging up with the hotel super travel said they would send the request to the hotel to give me a refund. I waited about 10 days and called the hotel they said there were *********** to have my reservation cancelled. Please assist me with this matter.

  

  Business Response

  Date: 07/25/2023

  Hi ****************text="true">
  Thank you for reaching out to us about your reservation B_9796138 at the ******************* Casino **** At THE ROW.
  
  We are truly sorry to hear that you had trouble with your reservation, nonetheless, we must bring to your attention that its a standard practice for hotels to directly charge guests a mandatory deposit and/or resort fees for their reservation.
  
  Please note that the listing did include the room rate and hotel fees in their listing. Super Travel displays the room rate and then the additional hotel fees are in the check-out page and in the hotel's terms and conditions section, both pre-booking and in the customer's voucher post-booking and payment receipt. This is separate because they are not charged by Super Travel but rather mandatory payments to be made directly to the property and at their sole discretion.

  Regarding cancellation policy, please note that this listing has many flexible options. We understand that you might wanted to book a refundable option, however, you did end up chose a Non-refundable rate. We've included some examples of this listing. Please note that we do not have the ability to modify any reservations or change your research.
  
  Reservations are made based on your search criteria. If the dates you selected are sold out, we let you know and show the next available dates, so it's important you double-check your booking details before you complete your reservation. This includes checking the dates, location, and price. It's also a good idea to review our cancellation policy so that you know what to expect if you need to change or cancel your reservation.

  In this instance, we see that you've initiated the chargeback process, which means that you've disputed this claim with your bank or payment provider, and we no longer can take any action on this matter.
  We have a dedicated Chargeback team that will be gathering all supporting documentation and submitting it to the card processor for mediation.
  From now on, any resolution or updates must continue through your financial institution.
  
  We apologize for the inconvenience.
  
  

  
  

• Initial Complaint

  Date:07/17/2023

  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.

  Supertravel has put an unauthorized charge om my credit card. I have never used nor heard of this business until I check my bank and find a $750 charge on my card. I have tried to contact their customer support but incredibly long hold times make that impossible.

  

  Business Response

  Date: 07/24/2023

  We are truly sorry to hear about your experience.
  
  In cases where the booking doesn't go through, no charges are made, as this is rather an authorization hold or pre-authorization, and it shows in your bank as pending. This service is offered by your card provider whereby the provider puts a hold on the amount approved by the cardholder, reducing the balance of available funds until the merchant settles the transaction. Because your desired purchase was sold out, SuperTravel has not charged you and so your card processor will release the hold placed.
  
  
  The estimated time for this release varies if you used a debit or credit card, and depending on the issuing bank's policy.

  Reservations or attempts to book are made based on your search criteria. If you did not attempt to make a booking with us, we remind you to review who has access to your phone number and card information.

  
  
  We hope we were able to clarify it for you and look forward to having the chance to serve you in the future.

  Customer Answer

  Date: 07/25/2023

   
  Complaint: 20334599
  
  I am rejecting this response because:

  this is not a temporary charge. The full amount of $750.00 has been pulled from my account. I have never visited your site nor have I created any reservations/bookings with you. This is not a mistake/holding, this is theft.

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

  

  Business Response

  Date: 08/02/2023

  Hi ******,

  Thank you for reaching out to us and updating us regarding the charge. Please provide us with the Order Id and the email used for the reservation. If a reservation was not made simply tell us the email used and we can take a look to see what happened.

  We appreciate your patience.

  Regards,

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 20334599
  
  I am rejecting this response because:

  As per my last response. I did not create an order. You pulled money from my account without my authorization. 

  
  Please get ******,
  
  ***********************

• Initial Complaint

  Date:07/17/2023

  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.

  Super travel over charged me. It stated $75 plus tax. I was charged $117 plus the credits that I had with them. I tried reaching out and they were not willing to make things correct. It states the king *** was $75 plus tax. I paid an extra fee to upgrade the room to a king. When I arrived I was only given the option of two queen ***s. The pool was open all night and a family of 8 was in the room above us. The whole experience was terrible.

  

  Business Response

  Date: 07/25/2023

  Hi ****, 

  Thank you for reaching out to us about your reservation B_10298363 at the *************************************************************.
  

  Please note that you were quoted and charged correctly. Please see the receive enclosed. The screenshots you send a for different dates and room type. You booked a Run of the House room, meaning that the room type is assigned by the hotel staff open arrival and according to type availability. We understand that this was a last minute purchase hence why rates might have been higher.
  
  We're sorry to hear that the accommodation did not meet your expectations. Because we're a 3rd party booking service, the standards of the hotel and the availability of their amenities are out of our control. That includes the behaviour of staff and other guests. In cases like this, we have found that it is most effective to take concerns directly to the hotel management. If something goes amiss during your stay, please let the hotel know directly. Its their role to make you as comfortable as possible!
  
  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.
  
  Alternatively, or if you reached out to them by phone, please get the name and position of the staff that has accepted your request.

  We hope we have clarified your doubts and concerns.
  
  
  

• Initial Complaint

  Date:07/16/2023

  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 paid $87.94 to Super.com for a booking at a motel the same night. When I went to the motel, they turned me away and said the room I'd tried to book was sold out. I have a feeling multiple people had come to the hotel with the same request because there was a sign at the front desk saying they were sold out. I only realized days later that Super.com had charged my card already, and have since emailed them to request a refund and they have not issued one. They asked for written confirmation from the ********* I was not given a room (which I obviously don't have, why would the hotel be issuing notices based on this website's fraud), then without waiting for a response closed my ticket. They are a SCAM and need to be stopped. They never sent me a confirmation that they charged my card, just a sketchy "voucher" with no brand or contact information on it for this made-up company. The only place I have the amount I was charged is my credit card statement.

  

  Business Response

  Date: 07/24/2023

  Hi *********,
  
  Thank you for reaching out to us about your reservation B_9994910 at the HomeTowne Studios By *************** - Airport/Aurora.

  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.
  
  This matter has been escalated to our Support team who will be reaching out to the accommodation and the travel partner to investigate what happened and will follow up with you as soon as possible.
  
  In the meantime, we want to bring to your attention that we do not have a record of your contact reporting this. Please note that we have a 24/7 Support team with live agents happy to assist.
  For future reference, when in need of assistance, please reach out to the Support team soon as possible so they can assist. You can do so by the following mediums:
  - SMS or Whatsapp: please type in Agent in your existing chat conversation (where you made your booking search).
  - Call *****************
  - ******** Messenger
  - ************************

  
  All our contact information is available on the app and the site:
  *****************************************************************************************
  
  We appreciate your patience!
  Regards,
  
  
  

  Customer Answer

  Date: 07/24/2023

   
  Complaint: 20330333
  
  I am rejecting this response because: I did have a correspondence with the Support team already (attached here) and my complaint was ignored. I am still waiting on a refund. 
  

  

  Business Response

  Date: 08/02/2023

  Hi *********,
  
  Thank you for reaching out to us about your reservation B_9994910 at the HomeTowne Studios By *************** - ************************************* team is currently reaching out to the property on your behalf and request an exception to be made. They will follow up with you as soon as possible.

  Regards

  Customer Answer

  Date: 08/02/2023

   
  Complaint: 20330333
  
  I am rejecting this response because: I am still waiting on a refund for a service that was not rendered. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/16/2023

  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.

  Date of the transaction: Tue, Dec 13 2022 Amount of Money I had paid for the Lufthansa airline ticket reservation for BookingVault / Snaptravel / SuperTravel : $ ******** USD Airline tickets to be provided : Lufthansa Airline did not accepted the tickets/boarding and informed to reach agent for full refund Nature of dispute: Refund full amount When tried reaching BookingVault/ Snaptravel/ SuperTravel No proper response in email or Phone, Not providing Lufthansa Airline Invoice, Not providing full refunds, Not providing re-booking options with reasonable price. Travel Order Confirmation Number: ST489485

  

  Business Response

  Date: 07/24/2023

  Hi ****,

  We have recently learned that, for reasons beyond Supers control, the party with whom you booked your flight(s), Bookingvault, has ceased operations.  Unfortunately, since your booking was with Bookingvault and not Super, Super has limited access to service your reservation, but wed like to guide you on how you can expedite your refund as best we can.  Our recommendation is that you reach out to your bank to request for assistance for a card refund/reimbursement. due to Bookingvaults inaccessibility.
  
  We reiterate our apologies for any inconvenience and we appreciate your patience and understanding all throughout.

  Customer Answer

  Date: 07/27/2023

   
  Complaint: 20330261
  
  I am rejecting this response because:

  Date of the transaction: Tue, Dec 13 2022 Amount of Money I had paid for the Lufthansa airline ticket reservation for BookingVault / Snaptravel / SuperTravel : $ ******** USD Airline tickets to be provided : Lufthansa Airline did not accepted the tickets/boarding and informed to reach agent for full refund Nature of dispute: Refund full amount When tried reaching BookingVault/ Snaptravel/ SuperTravel No proper response in email or Phone, Not providing Lufthansa Airline Invoice, Not providing full refunds, Not providing re-booking options with reasonable price. Travel Order Confirmation Number: ST489485

  Requested **** for ******** **** trying to reach BookingVault/ Snaptravel/ SuperTravel. Waiting on updates. I need my money back.

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

  

  Business Response

  Date: 08/02/2023

  Hi Arun,

  Thank you for reaching out to us again.
  
  Although, as part of our third party agreement, the Snaptravel logo is included on the booking page, unfortunately, since your booking was with Bookingvault and not Super, Super has limited access to service your reservation, but wed like to guide you on how you can expedite your refund as best we can.  Our recommendation is that you reach out to your bank to request for assistance for a card refund/reimbursement due to Bookingvaults inaccessibility.. Since Bookingvault is the party that processed your transaction directly;  this will be reflected directly on your bank statement.
  
  We reiterate our apologies for any inconvenience and we appreciate your patience and understanding all throughout.

  Regards,

• Initial Complaint

  Date:07/15/2023

  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 hotel with this company because it had the best rates for the weekend. I wasnt able to keep my booking because of a rental car problem so I called to see what I could do to get a refund since the services werent provided or used. I spoke to 4 of their representative and each one told me something different. All ending with this is nun refundable and theres nothing we can do I called the hotel and they hung up on me multiple times instead of attempting to help or answer my questions. Theres a way to talk to customers instead of being rude and hanging ** in their faces. Ive been dealing with this and trying to get it situated for days now. Which has put me at a major disadvantage and caused so much stress. All I wanted was my money back for not received and unused services . The hotel that I booked is now showing as being closed permanently.

  

  Business Response

  Date: 07/24/2023

  Hi ******,
  
  Thank you for reaching out to us about your reservation B_10261195 at the Rodeway Inn & Suites *****************.

  
  We are truly sorry to hear that you were unable to honour your reservation. 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.

  In this instance, we see that you've initiated the chargeback process, which means that you've disputed this claim with your bank or payment provider, and we no longer can take any action on this matter.
  We have a dedicated Chargeback team that will be gathering all supporting documentation and submitting it to the card processor for mediation.
  From now on, any resolution or updates must continue through your financial institution.
  
  We apologize for the inconvenience.