Met Global

Review: Hello,

I have booked a hotel "Club Magic Life Water World Imperial Hotel" in Turkey through their website. There can be no mistakes it was advertised as “...water world...” but on the confirmation note there was different hotel listed: “Club Magic Life Belek Imperial Hotel”. These are completely different hotels both around the same city but have very different profiles.

Upon reception of the note the customer support was contacted immediately within 2-5 minutes after the card transaction has been committed ([redacted] February at ~16:35). The support person suggested we make the query via their website [redacted] and that was done while on the phone with him.

The next day I received a response from another customer support person claiming that it was my mistake and suggesting that the cancellation fee applies.

As long as we raised it with the customer service pointing out the description issue, I was surprised to find out that the mistake has been corrected promptly after my request, obviously trying to hide it from me. [redacted] cached pages still can prove that the mistake was in place before and I have screenshots proving this.

Also the cancellation due date on the confirmation voucher was listed as [redacted] of February while booking was made on [redacted] which is nonsense.

My initial query to the support was also regarding cancellation, which wasn't actioned in any way still.Desired Settlement: Full refund, no cancellation fees should apply

Business

Response:

Daer [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],

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],