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Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear belowI have attached a copy of an email sent to me by the company stating that a refund would be given At this time, however, my credit card has not been credited with the refund This I have also confirmed with the credit card company, Citi Until the refund is actually issued and applied to my statement I cannot accept that the issue is resolved I called my credit card company with the information on the attached email and they told me not to accept anything until there is a refund issued from the company, as there is a history of stating that a refund is issued, but nothing is ever actually creditedRegarding their statement that the booking was made via a North American I.Paddress, it needs to be noted that my wife and I use a VPN for security purposes while we are here in Argentina A record of charges on our credit card can easily be provided showing that our purchases are being made in Buenos Aires, Argentina where we currently reside and are workingThank you for your help and attention to this matter Regards, [redacted]

Good afternoon,Hope you are well.We are sorry for the inconvenience the customer experiencedAfter investigating the case, please see our comments: [redacted] On the 8th of April [redacted] purchased a hotel reservation from us using TripAdvisor comparison site.When purchasing an online hotel reservation the customer is requested to provide an email address, so the receipt for the purchase/refund and the hotel confirmation voucher can be forwarded to this email address[redacted] The customer contacted us on the same date requesting to delete her credit card information and her phone number as she was worried somebody may misuse it as she mistyped her email address.We updated Ms [redacted] that we do not save the credit card information in order to ensure secure transactionsAnd as per our private policy, her information is not sharedThe customer also provided her correct email address.*The customer canceled her booking on the 8th of April.*On the 11th of April the customer contacted us to update the reservation link is still activeAfter checking the issue, we explained that the link "view your booking" that is sent to the customer along with the confirmation voucher allows the customer to see the status of her bookingWhen checking the customer's reservation link, we explained that the link shows the booking and the status "cancelled" in order for her to be sure that her request to cancel the reservation was accomplished.*As it was important to the customer to make sure this link is not showing any of the details connected to her cancelled reservation, we disabled the link as well.Please see the attached link and also our privacy policy which was also sent to Ms***[redacted] We already removed all the details of Ms [redacted] as per her requested and updated her regarding it.Please let me know if you need any further information.Kind Regards,***

Good afternoon,Thank you for sharing with us the details of this complaint.We are very sorry for the inconvenience and we will take Mr [redacted] 'sfeedback very seriously and will use it as an opportunity to improve our procedures.We have issued a full refund for the amount paid to us.Please do not hesitate to contact us for any assistance.Kind Regards,***

Dear All We have replied this complaint and have contacted the customer in order to make sure the issue is resolved We have already accepted the dispute and sent the customer an additional amount using the PayPal account the customer has provided Please let me know if you are able to see our reply Kind Regards, ***

Good afternoonThank you for bringing this to our attentionThe payment was sent to the customer on the 9th of October.Please kindly review the attached confirmationIf the customer is not able to see it , we will be happy to assist, Kind Regards, ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

Good morning, Hope you are well After the negotiation with the hotel, we have received an update that the hotel agreed to refund the customer fully for this reservation We have issued a refund on the 15th of November and also have notified the customer regarding the refund Please see the attached refund receipt Please let me know if you need additional information Kind Regards, ***

Good evening,Hope you are well.We are very sorry for this inconvenienceOur IT team is investigating this issue.Following our communication with the customer, we have suggested him 50% discount off the amount he paid for his reservation, The customer has accepted the compensation.We are again sorry for the inconvenience the customer had to face.Please let us know if you need additional information.Kind Regards,***

Good afternoon,The customer bought the reservation under a refundable rate up to the 30th of September as presented on our site prior to the purchase.As we could see, the customer requested to cancel the booking after the cancellation deadline.After talking to the hotel today, we have succeeded to... cancel the customer's booking without any charges. We have refunded the customer fully.We have updated the customer.Please see the updated refund receipt that was sent to the customer.Kind regards,***

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. Regards, [redacted] ***

Good afternoon,We are sorry for the inconvenience the customer had to experience.We have succeeded to receive a confirmation of a full refund for the customer's request.The full refund was issued and the customer was notified.Please let me know if you need additional information.Kind regards,***

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. Regards, [redacted]

Good afternoon,We want to apologize for the inconvenience the customer has experiencedWe have already issued a full refund to the customers account and the amount of USD was returned to the customer's card.We will perform an internal investigation to learn from this incident and improve.Please let us know if you need additional information.Kind Regards,***

Good afternoon,This issue arose due to a large overbooking at the aforementioned hotel which was unfortunately not communicated to usWe were therefore unable to deal with the problem as quickly as we would have liked.However, we have now resolved the situation with the customer and she has been refunded the full amountWe covered the difference of her extra payment and refunded the original booking charge to her.Please let us know if you need any more information from us.Regards***

Good afternoon,We are truly for the inconvenience the customer had to faceAs per the confirmation voucher that was sent to the customer immediately after the purchase, we have advised that we will provide the hotel confirmation number a day prior to check in (please see the attached email that was sent to the customer)We have sent the confirmation a day before check in (please see the attached)We can completely understand the frustration and the inconvenience the customer has experiencedOur customer satisfaction is our top priorityAfter our communication with the customer today and a request to cancel the booking and to receive a full refund, we have issued a full refund,Please let us know if there is anything additional we can assist with.Kind Regards***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Good afternoon,We are very sorry for the inconvenience that Ms [redacted] had to experience with this reservation due to the fact that the hotel created an overbooking situation due to the convention.After contacting Ms [redacted] , we have refunded them fully and sent them the difference for the amount they had to pay for the alternative accommodation.We hope that this resolution met Ms [redacted] 's expectations.Please do not hesitate to contact us for any further information.Regards,***

Good afternoon, hope you are well.We are very sorry for this inconvenience the customer had to face.Following our communication with the customer, the issue was resolved and the customer's card refunded as requested.We have advised the customer regarding the refund.We are sorry again for this unpleasant experience.Please let is know if you need additional information.Kind Regards.***

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. Regards, [redacted] Thank you for your help!

Good afternoon,The customer made his booking and was charged in USDThis happened as an American IP was usedThe customer indeed confirmed itUnfortunately, the booking was made under non-refundable rates and it took us time to negotiate with the hotel to request a full refund for the customerAs we all understood it was a genuine mistake and the customer updated he would never booked for such a price.At last, we have managed after a negotiation with the hotel to receive a full refund for the customerWe have refunded him fully and notified him regarding this.The refund was initiated on the 23rd of September.Please let us know if you need additional information.Kind Regards,***