i4Vegas

i4vegas had a computer glitch that displayed incorrect information at the time of this booking.  We will absolutely stand behind our stated policy.  Please be advised that a refund will be given in the amount of $162.84 to the customer to reimburse the cancellation fees.

Review: I booked a room through i4vegas with an explicit cancellation policy that reads as follows:

Cancellation Policy: You can cancel this booking right up to Check-in Date for FREE. You may be charged if you cancel or change your booking after that. And we can’t refund you if you check out early or don’t turn up at the hotel.

I called to cancel 40 hours in advance of check-in, but was told that I was required to pay a one night plus taxes and fees cancellation fee. This explicitly contradicts the policy that was stated in my confirmation email.Desired Settlement: Refund of 162.84 (the amount short of the full refund that was due to me).

Business

Response:

i4vegas had a computer glitch that displayed incorrect information at the time of this booking. We will absolutely stand behind our stated policy. Please be advised that a refund will be given in the amount of $162.84 to the customer to reimburse the cancellation fees.

Review: 1. On May 20, 2013, I made an online reservation with i4vegas for a 3-day stay at [redacted], 5/21-24. I received a confirmation #[redacted]. The room rate was $19/night, the total was $66.18. It said with questions call [redacted] or email [redacted]. It said the cancellation policy was the first night's room charge ($19) and $0 handling fee.

2. Late on May 20th my plans changed. I tried calling the above 800 number, was automatically placed on hold, and after several minutes was switched to voice mail, but then got the message that voice mail was full. So on the evening of May 20 I emailed i4vegas at the email address indicated, indicating I was cancelling my reservation, and asked for confirmation re the total of the $19 cancellation fee.

3. No response received on May 21st. Tried calling and got the same thing in #2.

4. On May 22nd tried calling again, got the same thing as in #2. I emailed again, at same address, indicating I needed a response or would file a Revdex.com complaint and put a stop on my credit card.

5. My credit card (VISA) was charged the full $66.18.

6. I have repeatedly tried calling i4vegas since then, including today (5/28) and get the same thing--you are placed automatically on hold, after 3 min switched to voice mail, and then advised that voice mail is full.

7. Today I have notified my credit card company that the $66.18 charge is wrong; it should be $19.00 pursuant to the written cancellation policy I received from i4vegas.

Ridiculous that this company has forgotten what customer service is all about.Desired Settlement: I was charged $66.18, the full cost of the reservation. I cancelled prior to my stay, by calling i4vegas and emailing them. Pursuant to THEIR cancellation policy, I should have been charged $19.00. A credit should immediately be posted to my account (I also have already notified my VISA credit card and have filed a complaint).

Business

Response:

I have contacted the customer, and explained we were having technical issues with our phone and email.

Per my conversation with Mr. [redacted], we will be issuing him the refund of $47.18 plus $50 for his troubles.

He stated he will cancel Revdex.com dispute.

We pride ourselves on great customer service, and we are trying to correct the damage of the technical issues we incurred.

I nearly always find better rates for Vegas hotels on i4vegas.com than are available through the same hotels' own web sites. On my most recent trip, however, I decided to cancel the reservations I had made at the Tuscany resort after my traveling companion was able to reserve rooms at the Stratosphere for a ridiculously low rate (ten dollars for the first night, the second night free, and no resort fees) due to his Player's Club membership there. When I called i4vegas customer service, the representative I initially talked to said that I could only get a refund for the second night of the reserved stay, as the Tuscany's policy was that refunds are only available 72 hours or more in advance of one's reservation.

I don't think that's an unreasonable position for a hotel to take, but my confirmation from i4vegas contained the following language: "Cancellation Policy: You can cancel this booking right up to Check-in Date for FREE. You may be charged if you cancel or change your booking after that. And we can't refund you if you check out early or don't turn up at the hotel." I asked to speak to a manager, and the customer service rep immediately transferred me to her supervisor. After a very short wait on hold, the supervisor came on the line and informed me that she had just checked my reservation and confirmed that it did indeed say I could cancel for free on any date prior to check-in, and while that was not actually the Tuscany's policy, i4vegas would stand by the language of their contract and refund the charge for the first night at their own expense.

There are few things I appreciate more from a business than the willingness to admit their own mistakes and to pay for them, instead of trying to shuffle the cost off on their customers. I will definitely be using i4vegas again, and would recommend them to anyone planning a trip to the Las Vegas area.

I have posted a complaint against i4vegas,on a overcharge. As of today March 8, 2014, the problem as been resolve to my satisfaction. Thank you Revdex.com, for your help......Some times the mental capacity of some employees prevents them to resolve a simple problem , so the problem escalates and the complaint is made. All this could have been avoided, if the proper solution at the time of the complaint with i4vegas , was executed, My agravation and frustration I don't wish it on any one.Again thank you Revdex.com......DAVID COHEN