Met Global

Review: Hotel booking was cancelled on **/10/15. Otel have still not refunded. There policy states they will refund in 7-14 days. I have contacted them numerous times, via their website, telephone call and live chat.Desired Settlement: Refund and financial compensation for the delay.

Business

Response:

Reservation [redacted] is cancelled within 1 night penalty period (1 day before arrival), therefore otel.com has also been delayed due to inner operations with 3rd parties and the refund was issued on [redacted] of November 2015 as also shown in the attached file. The remaining amount to be refunded is not in our accounts and currently on its way to clients card. After we release the amount from our accounts there is a travel time which depends connections between the issuer and acquirer. Authorization number and the amount can also be found in the attached file. Though we are aware of the delayed procedure, this was the fastest refund procedure we could have followed for this particular case. Refund should be visible on the credit card in 7-14 business days after its issued date which was Nov [redacted].

Review: I booked reservations online through [redacted] for Liki Tiki resort for 9 nights. While on the website a promotion came up that said if I liked their website on my [redacted] page then I would get a promo code for $50 off a reservation with a value of more than $500. I followed through and was provided the promo code of "[redacted]" which did show a $50 reduction when I was checking out. However, it gave me an error code saying that the code was invalid becasue my purchase was not over $500. My purchase was over $900. I tried to call customer service which is supposed to be available 24/7, but no one answered after holding on the line for over an hour. I tried to email customer service, but you have to have an account with them to do so. I was supposed to have an account because I had just purchased a vacation stay through them and was emailed my password for my account, but everytime I tried to log on it told me that my email address was not on file.Desired Settlement: I would like to have the $50 credited to my credit card and I would like to have the ability to log on to their website in order to view my account and booking information.

Consumer

Response:

I was able to get in touch with [redacted] and they have resolved my complaint. thanks

Sincerely,

Review: I use[redacted] to make a resevation in Hershey Pa. for July **, ** 2013 at Sleep INN and Suite. My husband has [redacted] and my granddaughter has [redacted]. We were to spend the day at Hershey park but everyone became tired. Went to Sleep Inn and was told we did not have resrvations there and this has been going on for a month. The desk clerk called Rodeway Inn where our reservations went to. This is fraud. I called Otel.com and talked for almost an hour trying to resolve this problem. Sleep Inn was booked so I had to drive 4 hrs back home and was unable to use our all day pass at Hershy Park. Plus the man in New York office called the desk clerk, who kept trying to explain to him they were booked,I proceeded to get on phone and he was rude and then he hung up on me. That is uncalled for. They need to be taken off the internet and repoted for fraud. This is unexceptable. Plus we are not the only ones this has happen to at Sleep Inn and Suites. Thank you.Desired Settlement: Reported for fraud and should make up for us not having a room.

Business

Response:

Dear [redacted],

Review: Writer purchased a vacation to Turkey for Sept 2015 for [redacted] to [redacted] for TWO people though Otel.com. After hearing some bad reports about this company I rang the hotel HOTEL AQUA directly. They noted the vacation was booked thu LOWCOST HOLIDAYS from 08.**.2015 to **.09.2015 DBL / TWIN BED. I then spoke to the [redacted]. I spoke to [redacted] at length He told writer the room was only for SINGLE occupancy. Needless to say I was

MORTIFIED. My visa was debited for 2811.66 for one person!! Otel.com mislead me/others, I would say on purpose ( vacation review sites note the same behaviour by OTEL.com) I subsequently rang VISA and notified them of this SCAM. I then rang the [redacted] directly and booked one room two people for 2280.00. Of course I know exactly what Otel.com is will say………the booking was actually only for one.

Obviously a big scam because why would I book one person for 2811.66 CDN ( $ 1573.96 GBP) –{and this was back in Oct 2014 when the Cdn dollar was stronger} so two persons GBP would be 1573.96 * 2 = 3147.92) ( versus 2280.00 GBP) booked thu the hotel directly for two people- same dates and all inclusive also and the same hotel address!!!!!!! If I had not checked upon leaving the hotel AQUA on the **.9.2015 I would have had to pay for another person. At the moment VISA have refuned my monies however otel.com are asking for arbitration. I need to emphasise in the strongest terms my booking through otel.com was for two people NOT one as I'm sure otel.com will try and say. Booking for one person would not go over very well with my wife and to any English speaker a dbl/twin bed is for two people not one. Otel.com obviously use this tatic/term to make the purchaser feel this is for two people. THIS MAKES ME SO ANGRY.

Thanks again for your help in this matter.Desired Settlement: Not only do I need to ensure my 2811.66 is not arbitratored away but I want to claim for all the time, effort and mental pain and suffering this has caused. I have spent literally many hours trying to fix this problem, with calls/emails to otel.com, calls to Turkey Hotel.com and visa. I have kept track of my hours which amount to 9. My private rate is $100.00 per hour, so my claim is for $900.00, this does not include the cost of emotional pain and suffering. Now if you will not collect this money on my behalf please let me know how to proceed withm such a claim? Perhaps small claims cour

Business

Response:

Dear [redacted],Thank you for briginf this case to our attention.Our client's booking [redacted] was done from [redacted] Jan to [redacted] Jan and is nonrefundable. The booking was made at 2014-12-** 22:16:56 and was canceled at 2014-12-** 07:02:54 (Turkey Location time). Our cancellation message does not inform any full refund. We have not got any message from the client. We have already got the client chargreback request from his bank and our chargeback department has been still trying to get a full refund, they are disgussing with our hotel suppliers. They are contacting with [redacted] who has not replied our charge back team emails. I have also informed [redacted] that hemay also ask the hotel directly about full refund. Any agreemnt of the hotel I has requested him to send us hotel message/email from hotel. Therefore we will pushing our supplier to get the refund.The client chargebakc issue is still been dealing by our charge back department. There is not any mistake fo this booking date.Best Regards,[redacted]

Review: Not sure exactly of the date, but I was using otel.com to make reservations for Thanksgiving in [redacted]. While trying to check availability, every time I went back it changed my dates to Mon-Wed of Thanksgiving week, and I didn't realize it. I made the reservation, and then saw the dates on the confirmation and immediately tried calling and emailing them concerning the problem. I got a response, several days later, that pretty much just said tough luck. In their ad they state that there is no cancellation fees or amendment fees~~is that fair if they don't allow you to make any? How can there be fees if you deny all requests? I am very frustrated, and don't know what I can do about this issue. I hope you can shed some light on the issue.Desired Settlement: I would like them to give me a refund as there was no way I could use the room those nights. People make mistakes and I tried to correct it immediately.

Business

Response:

Dear Revdex.com,

Review: This company charged my credit card for a reservation made at The Ellis Inn Savannah Ga. This hotel has no record of the reservation. The company is impossible to contact. I have tried to call the customer service dept and spoke with no one after holding for 20 minutes. I have written two queries and have not received a confirmation that they are looking into the status of my reservation or have even received my query.Desired Settlement: There have been so many complaints against this company, my desired outcome is a refund of the money they have taken.

Business

Response:

Dear [redacted],

Review: ** August 2015: I booked and paid for a 5* hotel in Paris through their Otel.com website. Cost 138.00 EUROS

** August 2015: On arrival at the hotel there was no booking and it was discovered that they had booked us into a completely different 1* hotel elsewhere. We were unable to stay there and had to stay stay in another hotel at our expense.

** August 2015: On our return I complained to customer services who saw there was an "error on the mapping of their website" agreed that it was their fault and promised a refund.

To date I have been chasing my promised refund no fewer than 12 times. Each time they are saying they will refund but never do. Three months of promises have led to nothing and I am under the feeling that they expect I will just give up.

In short, they sold me a service, didn't provide the service and kept my money.Desired Settlement: Refund and not just a promise of a refund

Business

Response:

As per our investigations we have found out that there was a mapping problem for the hotel and assured [redacted] that the amount paid to the hotel will be compensated. We have been finalizing the procedure on our end until now. Compensation is currently ready and our operations team sent [redacted] a final message asking for their account details where we will transfer the funds. Best Regards.

Review: I am writing to make you aware of the unbelievably poor customer service I have received at the Planet Hollywood in Las Vegas Nevada. I arrived to my hotel to find that my reservation was imputed wrong they had my last name and first name put together for my last name and my first name was just a period symbol. Finally after waiting on the phone the hotel found it and a Representative from your company never came back to the line so I hung up. I had arrived to the hotel room excited to Finally rest and enjoy my vacation. The shower there was barley any water pressure and to top it off no hot water. Also the toilet would not flash and there was a wad of toilet paper in the toilet and urine and the sink was backed up. house keeping did not come once to clean the room. I have never gone through something like this. I was completely taken back to find out a prominent hotel would have such bad customer service. I made several phone calls and complaints they finally sent someone up Sunday morning and then that gentleman had to call his coworker for help. he had said it was was a broken shower valve. I went to enjoy my vacation and it felt like I was an inspector finding these things out when the hotel staff should have been able to resolve the issue when I called the first time to complain. I was unhappy with my stay and the hotel told me to contact the party which I booked my hotel with to get a full refund since I was not happy with my stay or the service. I don\'t know about you but not being able to shower or use the restroom was horrible and very uncomfortable. Also having to use the hotel restroom when I have a room is an inconvenience and I don\'t feel that my concerns were address in an appreciate timely manner. I understand that people sometimes make mistakes,but I’m really shocked that no one had the awareness to the issues of the room. Not one person made an effort to provide that basic level of customer service to me over a 48 hour period. This is a basic service which I expect from any hotel. Once speaking with the manager they informed me that they could not give me my money back I would have to speak with the third party company ([redacted]) whom I booked with. I called the company explaing what had happend they told me not to worry they would put in inquary then I followed up the next day they had not found my complaint so I had to explain my horrific stay and he said dont worryu we will take care of it. I called a back a couple days later and the representive with a thick assiant said I dont knw what your talking about I had to provide him my my story and he said not to worry will give you your money back sorry for the problem and issues you had and he would leave a message for the person working on my claim and they continued to jerk me around and everytime I called and provided them with the info after that they said I cant help you ill leave a message and then I did and I called back a couple days later and they said call back in the mornign I said I am calling at 7 am here and he said its night here call at 11:00 pm at night and hung up. I am extremly frustrated .Desired Settlement: Refund for my money

Business

Response:

Dear [redacted],

Review: I have booked a room from their sister site [redacted]. This company has charged my credit card with my bank and confirmed my hotel room and the hotel will not honor the booking from what otel customer service has told me. I have given them days to fix this issue and still I see no progress. I have called everyday and emailed everyday with responses that they are working on it. I booked this room two weeks ago and I am supposed to check in to hotel on September [redacted]. They have my money and have not given me a finalized confirmation on a hotel room. This needs to be resolved asap. I have given them ample time to work on this and book me another room or finalize the room I chose to purchase. It does not take weeks to take care of this. I expect them to handle this in a timely manner and I want a room that is comparable with the same amenities or something better. They have offered this but I have not seen the results. Telling me to wait 48 hours every other day is not taken care of the problem.Desired Settlement: I want them to finalize my booking by tomorrow or no later than MONDAY! SEPTEMBER * or September [redacted] 2014.

Business

Response:

Dear Revdex.com,

The client had created an inquiry with us on the [redacted] of August, however, due to a high income of inquiries, we were unable to answer her in a timely manner. We apologize for this delay.

Her reservation was confirmed through our ticket messaging system. Her confirmation number was relayed to her through ticket number [redacted].

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I am so disappointed with the poor customer service provided by this company. I made a reservation for a room in [redacted] on 6/**/13 online and was successful. Then I attempted to book a second room several times and it would not go through. Online line they have a 24/7 phone number for customer service ###-###-#### which I attempted to contact that day, and the days that followed; however, the line hangs up on you. I must have dialed the number at least twenty times and got through twice. The first time I spoke with someone the connection fell all I got to hear was to do the reservation under another name (I did, not successful). The second time I reached someone, I was advised to send an e-mail via my account with my first reservation confirmation number asking I want a second room. I did. It only took three request to finally get a response. [redacted] response: Kindly be advised that this booking can not be amended as it is stated on the voucher. However, you can make an additional reservation through [redacted], if there is an availability at the hotel for the original dates. I responded: Clearly you did not understand that I have attempted several times to add a second room via the Internet and I have not been able to. What do I have to do???? Can I have an agent call me and tell me how to add the second room. This will be the first and last time I book throught this website, great prices but the customers service is horrible. No one can help via phone or the e-mail what a disappointment. If I could have some one contact me it would be great. [redacted] response: Please pay a visit to [redacted] and search the original hotel in the system. If there is an availability at the hotel for the dates you need, you can make a new reservation. Kindly note that you can enter the same guest name for that additional reservation. Today I attempted again to make a second room reservation where the rates have already increased and it did not go through. I am just very frustrated with the lack of customer service provided from this company. From the very beginning I have contacted them and they have not been able to assist me in booking a second room via-phone or e-mail. I don't know what else to do. I sent them another e-mail today: I have attempted once again to book a second room via the internet on your website and again it would not go through. This is definitely getting quite frustrating. The rate has already increased and I continue without being able to book a second room and with lack of assistance from your company as since the beginning I have requested assistance and NO ONE can help. PLEASE!!!!! HELP!!!! WHAT MUST I DO????Desired Settlement: I want to book a second room in the same hotel. I would like, if possible, the same rate as it has been due to the poor and lack of customer service that I have not been able to book the second room since I have requested there assistance since the beginning and due to the poor communication via-phone and e-mail and have not been able to complete a second reservation. This will be the first and last time I book through this website. The customer service is HORRIBLE!!!!

Business

Response:

Dear [redacted],

Review: I made my reservation for "[redacted]" hotel in Las Vegas, NV, USA for 15 nights (July, [redacted] to August, [redacted] 2015) through [redacted]. It took them seconds to charge my credit card for the whole required amount of money.

When I reached the hotel, I found the reservation but I was told that, according to the hotel's policy, reservation over one week are not accepted and accordingly my second week was declined and I had to pay for it separately at the hotel (+resort and insurance fees, which I wasn't informed about by [redacted]).

I reported the issue to [redacted] and got an email from them saying: "Could you please get invoice which shows you have been overcharged since you are staying more than one week ?The invoice must be separated for VAT - Resort Fee- Accommodation. We will be refunding that accommodation amount which you have been charged at the hotel."

"Query Details

Query ID: [redacted] Process ID: [redacted]

Booking Tracking Number: [redacted]"

I got the requested invoice and sent it to them, and received this reply:

"We have received your receipt. We are investigating the issue with hotel supplier, related department and hotel. It can take a some time. Please allow us time to get quick solution."

Ever since I got that email I never heard from them again and they never reply to my emails and never got a refund.Desired Settlement: A refund of my money.

Business

Response:

Dear [redacted]We apologize about the delay in the response. An error has occurred in our system, which has caused this delay from our side. We are already finalizing this issue from our side, and a final response will be sent to your complaint and here as well in the next few days.We appreciate you patience.Kindest Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[My money was not refunded and no definite date for solving my issue has been mentioned in their response. It is almost 2 months now since they took my money (in less than a minute) and now they need ages to finalize "my issue". Only when I get my money back that I will accept their response!]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear Revdex.com:The customer request has been finalized on our system on October [redacted], and our payment team has issued the refund back to the guest on 10-**-2015 08:27 (GMT +3). The money should take between 7-10 business days to be reflected on the customer's credit card.Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I made a reservation on the company's website, otel.com on Saturday, 1/**/16. I received a "Total Price" quote for $3162.64, which included the price of a hotel, airport transfer and taxes and fees. Upon entering my credit card information and submitting payment, I was charged $3293.46, which I discovered did not include the airport transfer and would cost an additional $136. I contacted the customer service department to report the price discrepancy and received a reply that the price difference was due to a credit card "transaction fee" of 2.5% and that the airport transfer had to be cancelled due to availability. The customer service person [redacted], insists the transaction fee is clearly posted, but this is not true. I believe it is withheld intentionally until after the card is charged.Desired Settlement: I want the price difference shown on the otel.com booking web page, less the airport transfer fee of $136, and what was charged to my credit card. This equals $266.82.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.The company promptly issued a refund to my credit card account for the amount in question.

Sincerely,

Review: I recently booked a hotel room for two nights through [redacted] in [redacted] at Comfort Inn & Suites. On Thursday October * due to excessive precipitation between ** and [redacted], I made an inquiry to reschedule through which the communication and support received was less than acceptable and the hotel did not have a reservation on file. I am writing to raise this issue and to request a full refund.

I booked the hotel room through via [redacted] and the reservation seemed to work well, however, I now do not believe the reservation was made, reference confirmation number is [redacted], for two nights at the [redacted] & [redacted]. I contacted the same hotel as on the confirmation sheet, and in your web site.

I contacted your office and the difficulties I experienced were:

1) The web contact person could not do anything and referred me to someone at another web address. When I sent the email, no one was to be there for 9 hours. Clearly they are not in the U.S. You tout 24/*.

2) I wanted to reschedule my hotel due to extreme weather and travel restrictions, not cancel it.

3) I called the hotel and there was no reservation for me

4) Communication with your office was intermittent, poor English phraseology, and not timely

5) You tout customer service is available 24/7, this is not the case that I experienced

6) The reason for my request was only due to extreme circumstances whereby travel was not recommended by the authorities. They clearly care about extenuating circumstances plaguing the entire eastern coast and risk to safe travel. I have included my attempts to reach and communicate with your office and in fact now I wonder if the reservation was ever made.

I fully intended to travel, and wanted to, but the authorities were not recommending travel due to a high risk of flash flooding, and weather forecasts reporting a possibility of 6-8 inches of rain each day of the weekend on soil already water soaked. Canceling my travel due to this was not at my discretion and was unforeseen and uncontrollable on my part. And then when I called the hotel to find they did not have any reservation on file, this has now created a severe concern to me that your system did not make the reservation. In light of this, I am requesting a full refund immediately.Desired Settlement: Refund due to: no reservation on file at hotel, and inability to travel due to severe travel (road) between ** and [redacted]

Business

Response:

Mentioned booking [redacted] was cancelled within the cancellation deadline where charges were the full amount as per our voucher conditions. Otel.com does not guarantee free cancellation on force majeure since the decision is fully up to hotels in the end. Even if the conditions are exceptional otel.com does not have the initiative to cancel bookings free of charge since we are also being charged by hotels for the full amount. One of our agents (Adnan M[redacted] S[redacted]) Exceptionally cancelled this booking with only one night penalty after negotiating with our hotel provider. The booking was ready to be used, and was exceptionally cancelled as per clients requests bypassing the cancellation policy

[redacted]Otel.com provides LiveChat and Phone support 7/** where the delay can only be up to 10-15 minutes for phone lines on busy periods , and no delay for chat lines. We are unable to issue any further refunds since we have already bypass the cancellation policy and also been charged with this one night penalty by the hotel.

Review: I booked a room in Germany, whether there was a scam, a bug or a mistake on there parts, we double check our request before sending ( two person did on my end)

I send an e-mail to make the correction ahead of the stay, after 3 days, they said they could not do nothing. I resend an e-mail and contact the hotel directly to see if they could help,they had rooms and were willing to help, but ask me to try to talk with [redacted]. I called and talked to a clerk , he listen put me on hold to check with [redacted]. After while told me they would send e-mail, but we were closing in on the date of my stay as the book me a week later in the same hotel, they could have change the dates easily.

Never received an e-mail from the and try to call but the office was closed.Desired Settlement: I need to have a settlement, new booking or refund

Business

Response:

Dear

[redacted],

Thank

you for forwarding the comments made by [redacted] and his

recent reservation with [redacted].

I

have checked our records for booking [redacted] and I can see that

it was made by [redacted] on the [redacted] of October for the

[redacted] Hotel with check in on the [redacted] of

November and check out on the [redacted] of November.

We

later received a request from [redacted] to change the date

of the booking as he had originally booked the wrong dates.

Unfortunately, we were unable to change the dates of this reservation

as the booking was made under a non-refundable and non-amendable

rate. The conditions of the reservation was displayed during the

booking process before [redacted] completed his reservation.

I

would also like to clarify that we do work with local hotel providers

and thus if a booking was made under a non-amendable rate, it is

unfortunately not possible for us to do any changes to the reservation.

However,

understanding the situation for [redacted] we have raised

this issue with our hotel provider again where we have forwarded [redacted]'s refund request. This case is still in process and we

will therefore get back to [redacted] through ticket query

[redacted] (where previous correspondence between [redacted]

and our representatives has been held) as soon as we have a final

response.

Kind

Regards,

Review: I booked a room with Otel.com at the Deauville Resort for Sat. Oct ** and my card was charged. I called the hotel just to confirm my reservation and they DON'T have a reservation for me. I tried calling Otel.com for the last 24 hours. An automated response answers and states how the call will be recorded for training purposes and then rings and rings and rings. I wanted to see if they would answer so I let me cell on and it rang for 3hr and 21 min and NO ANSWER. There website states - Customer Service - if you need assistance with this reservation call ###-###-#### (24/7). What a joke! I then tried to submit a complaint form on their website and that won't even work. It states the following message: This page can't be displayed. •Make sure the web address http[redacted] is correct. •Look for the page with your search engine. •Refresh the page in a few minutes. Below is my reservation info with Otel.com ; TRACKING NUMBER : [redacted] Hotel booking details: HOTEL : Deauville Beach Resort CHECK-IN DATE : Oct **, 2013 CHECK-OUT DATE : Oct **, 2013 ROOM TYPE : Standard MEAL PLAN : Room Only Total price : 145.22 USDDesired Settlement: I would like my hotel reservation to be confirmed with the hotel. The gentleman at the hotel said that weekend is booking up. I would also like a contact number for Otel.com customer service that actually works not ###-###-#### (24/7). For being open 24/7 you would think someone would of answer in that 3hour period of where I waited for someone to answer.

Business

Response:

Dear [redacted],

I am extremely disappointed with [redacted]. I reserved a room with [redacted]. The email confirmation I received was that I pay the hotel directly the amount that was quoted. I checked my credit card transactions and learned that I was charged 88.00 as a deposit that I was not informed about. I then contacted the hotel to cancel this reservation and was informed that there is always a deposit for 1 night stay. The amount processed on my credit card was for more than 1 nights stay. Then I was informed that there was a resort fee which again I was never told about. I asked to cancel my reservation and the hotel informed me that I needed to contact [redacted] or [redacted] to cancel and that there would be no charge. I contacted [redacted] who told me that I needed to contact [redacted]. I attempted to contact [redacted] and when I pushed the button to cancel my reservation it hung up on me. I contacted [redacted] again who transferred me to a live agent at [redacted]. She gladly cancelled my reservation but could only refund me 77.00. She stated that she did not know why I was charged 88.00 and that she could only refund me the 77.00 and that I would need to contact the hotel for the extra 11.00. This subsidiary is very unethical and I will NEVER use them again and I will be telling anyone and everyone that I know not to use them. Following is a copy of my email that I received for confirmation from [redacted]. Please tell me where it states a resort fee and where I would be charged a deposit. As you can see it clearly states paying the full amount at the hotel.

Review: I made a reservation for a hotel room on their website. The status of reservation was "on request". I called the hotel a couple times to confirm that the reservation was valid to which they explained that my name was not in their system and that they were completely booked and had been for weeks. The status of my reservation never changed from "on request" to "confirmed" so I began to smell a rat and tried to cancel. I was told that they have a strict no refund policy and that I had agreed to that when I made the reservation. I checked my bank account and they had already withdrawn the money! This was for a reservation that was never confirmed or showed in the hotel system. The hotel still reports that they have no record of our reservation and that they are completely booked. I am now stuck with a $236.96 charge for a reservation that never existed! How is it that they are allowed to advertise an available room when there was never any availability in the first place, not to mention CHARGE for it?Should I have read the fine print, of course. Shame on me and lesson learned. If I can prevent this from happening to another person by reporting this, I've done my job!Desired Settlement: Complete refund of $236.96

Business

Response:

Dear [redacted],

We are unfortunately unable to accept the claims made by this client. Please note that the client was informed yesterday that the reservation was cancelled and the full amount would be refunded to her bank. Please see below the email sent from my colleague.

_________________________

Dear [redacted],

We regret that we have not managed to be able to secure your accommodation at the [redacted] for the dates **-Sep-2014 to **-Sep-2014.

As your credit card has already been charged for the reservation, you will receive a refund of [236.96 USD]. Please allow time for the refund to reflect on your credit card statement.

We are sorry that we have not been able to arrange your accommodation on this occasion, but hope that we can assist you in the near future.

Kindest regards,

Customer Support

Please log in to contact us: [redacted]

______________________________________

We already started the refund procedures for this reservation and the guest has been informed of this already. The refund procedures may take some time due to international banks being involved, however, the process has been started on our end and the guest can check this by logging onto her [redacted] account.

Sincerely,

Review: I cancelled my hotel reservation, but this company don't refund for more than 1 month since cancellation was made.

On Nov [redacted], 2013, I made hotel reservation for Dec [redacted] though [redacted]. On Nov [redacted], 2013 (a few hours after I made reservation), I cancelled the reservation and received below confirmation email.

Thank you for your message.

Your reservation **-[redacted] has been cancelled without any cancellation fee.

As your credit card has already been charged for the reservation, you will receive a full refund. Please allow 7 or 15 business days for the refund to reflect on your credit card statement. Kindly note that the refunds will be processed by banks and [redacted] can not be held responsible for this process.

Kindest Regards

Customer Service

But refund was never credited to my card. Because the fee was not refunded for more than 20 days, I send a message though their website on Nov [redacted] and received below reply.

Thank you for your message.

Please kindly note that your refund has taken a little more time than expected due to some technical issues that we are having with our bank side. However our related department is trying to solve [redacted]

It has been more than a week since I have received above message, yet no refund had been made.Desired Settlement: I would like to have 100 % refund immediately. Also, I would like to notify other consumers about this incident since they would not follow their own policy to refund within 7-15 days.

Business

Response:

Dear

Mrs/Sir,

Thank

you for your feedback.

I

have reviewed the reservation in question and I can see that our

client is entitled to a full refund as the booking was canceled free

of charge.

However,

the reason why our client's refund has been delayed is that we have a

problem with our bank which has delayed the process. Our client's

refund is currently in the queue of being processed and we are doing

our best in order to complete the refund as soon as possible.

We are very sorry for this delay.

If

the clients have any further questions regarding his refund process,

he is more than welcome to contact us directly.

Kind

Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I made a reservation on line through [redacted] for the [redacted] at the [redacted] in [redacted] on August **, 2014. They confirmed the reservation and charged my credit card $205.43. During the week of * Sept, I need to cancel the room. Reservation was 1 night on Oct **, 2014. The confirmation note states full refund available until * Oct. The note also stated that any cancelation must be done on line, telephone calls not accepted.

I have made multiple efforts to access the website and it never opens up, and then I called the hotel directly and they have no record of a reservation at all!! I tried to call [redacted] at ###-###-####, and no one answers.Desired Settlement: Hotel room to be canceled and money refunded to credit card

Business

Response:

Dear Better Business Bureu,

Thank you for bringing this to our attention.

I would like to inform you that we checked our records for this reservation. As client stated that they have been informed to send the cancellation request through our website, they need to send it online. Because we always need written request in order to cancel a reservation. Regarding the technical problem that our client encountered, we also check the records of technical updates and connection problem logs but it looks like there was no problem with our website. It may be a local connection problem of our client.

In that case as we have never received any cancellation request, we kept the reservation as it is.

Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find their response weak, as I tried to access their website from 3 different devices in two different countries over the course of a week.

However, after you contacted them, the website magically was working again without any changes to my devices and I was able to cancel the reservation and a refund was received.

Thank you!

Sincerely,

Review: Made a hotel reservation through [redacted] (tracking number [redacted]). I am a US resident, making a reservation at a US hotel, for a room priced in US dollars, through a website with a US presence, but the transaction was inexplicably processed through a Turkish bank, causing a 3% 'foreign transaction fee' to be charged.Desired Settlement: The processing of this transaction through a Turkish bank was deceptive, unnecessarily increasing my cost to obtain a service. ([redacted] did not charge this fee directly - my bank did - but by processing through a Turkish bank (not exactly known as a world financial center), [redacted] caused this extra, unnecessary expense.)

Business

Response:

Dear [redacted],

Thank you for forwarding [redacted]'s comments about his recent booking with [redacted].

Regarding the international transaction fee, this is a fee imposed by the customers credit card company and [redacted] can therefore not take any responsibility for such charges.

We are sorry if [redacted] does not feel that necessary information was provided about this before making his booking with [redacted]. However, I would like to inform that we do state on our website that an international transaction fee might occur and that we cannot be held responsible for such charge as it is imposed by the credit card company.

If [redacted] has any further questions regarding this issue, he is more than welcome to contact us directly through our website.

Please let us know if you need any further assistance.

Kind Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

At no time was I warned that an international transaction fee might be charged, and one would never expect that a US person buying a product/service from a US company through a 3rd party also located in the US would have that financial transaction routed through a 3rd world country.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear [redacted],

It is stated on our website during the booking process that an international transaction fee might be charged and that [redacted] cannot be held responsible for such a charge. This is informed before our customers complete the payment of their booking.

I would also like to inform that our company [redacted] have one of our offices located in Turkey and therefore some of the payments are going through there.

We are sorry for any inconvenience caused to [redacted], but we will unfortunately not be able to issue any refunds in this case as the international transaction fee is imposed by the bank and not [redacted].

Please let us know if you need any further assistance.

Kind Regards,