Met Global

Review: I booked a hotel through this 3rd party website. The website returned error after error not confirming the reservation. I was under the impression that no reservation went through. I book a second hotel for the same night. 3 hours later a confirmation email is sent. I ask to cancel my reservation. They tell me to cancel the reservation through the hotel. I follow the request, the hotel cancels my reservation. But yet they refuse to refund my money. My cancellation # is [redacted] through the hampton inn-suites ocean city

Reservation Received - [redacted] : Confirmed

DESTINATION : [redacted] CITY

CHECK-IN DATE : Aug **, 2015

CHECK-OUT DATE : Aug **, 2015

ROOM TYPE : Standard Queen (2 Queen Beds) - Twin

MEAL PLAN : Breakfast (Full Breakfast)

Total price : 193.03 USDDesired Settlement: refund my money

Business

Response:

The reservation number [redacted] was made under non refundable rate, therefore, the booking could not be cancelled free of charge, and we are unable to provide a full refund back to the customer due to the booking policy (Attached in the email). Please note, the booking policy clearly stated from the beginning, no refund will be made in case of cancellation.The booking has been already paid for, but we will double check if it is possible to meet the client's desirable settlement.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:

I have no issue with non-refundable bookings. I have booked through numerous third party websites from [redacted] to [redacted]. I have never had a problem with any of them. Their website is unreliable and did not forward me to a confirmation page after multiple errors. I followed the customer service instructions and canceled the reservation through the hotel. They keep stating their bookings are non-refundable. If their bookings are non-refundable then notify the customer immediately that the booking has been confirmed and I wouldn't have this issue.

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

Sincerely,

Business

Response:

If we were contacted the after the booking attempt, we would have informed that the booking is confirmed in our system and re-send the confirmation documents if necessary. On our end we have never received any information from the hotel stating that they have cancelled the booking therefore we are liable to full charges. If we are provided with a document or e-mail coming directly from the hotel stating that they won't be charging anything for this booking, we can definitely go ahead and force our provider to get this mentioned full refund. This is also an exception that we provide for customer satisfaction. We are open to investigate any proof of violation of the bookings cancellation&amendment policy by otel.comKing 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,

42582800 is the cancellation # from the customer service agent.

Review: I booked a reservation at a hotel from their website ([redacted]) and then I needed to cancel it... I was not able to cancel the reservation online (when I went to their contact us page and selected the Cancel REservation option and selected my reservation from their dropdown list the rest of the form disappeared... it clearly did not work. I phoned them 5 times during the day and continually got an answering machine and then was placed on hold for 10 minutes and the call woudl be disconnected... after hours of trying to talk to someone I finally got through the person told me I had to do so online... once I got online the site said my reservation was too soon and I could no longer cancel it... it I was able to get through to someone hours earlier I would have been able to cancel it properly... I called between 10am and 2pm my time (Pacific time) and the person who answered said "It's 1:00 in the morning here and I can't do anything..." then I was hung up on...Desired Settlement: I would simply like my credit card refunded for the amount they charged since I was not able to cancel it in time and they were not available to help me and let me know how to cancel the reservation.

Business

Response:

Dear [redacted],

Review: We have never authorised being advertised on their website, and until someone in the sales department contacts us , we demand to be removed from their website. They are selling packages to our hotel, and we will not honour those reservations, since we never agreed to any terms or have a legal contract with them. I have tried contacting the company many times by phone and email and never did I get a response.Desired Settlement: But not from a reservation clerk, from the sales director.

Business

Response:

Dear [redacted],