Orbitz

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.
Sincerely,
[redacted] S [redacted]

Dear Ms. [redacted],
 
The Revdex.com has shared with us...

your
correspondence regarding your recent experience with Orbitz. It is my
understanding you are upset with the service you received when contacting
Orbitz to make a change to your reservation. I appreciate the opportunity to
respond to you.
 
On behalf of Orbitz, I apologize for any frustration this
has caused you.
 
Please know I was unable to find the reservation with the
information with your email address or phone number. Can you please provide me with the
Orbitz booking number, or email address used at the time of booking, so I can
review?
 
I look forward to hearing back from you.
 
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL

July 18, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments...

and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from Mark [redacted] (Revdex.com case number [redacted]) regarding a canceled reservation. We understand from Mr. [redacted] complaint he is requesting a refund for two canceled itineraries.Our records indicate on March 21, 2016 the customer self-booked a three night hotel reservation under itinerary [redacted] The reservation was at Riu Palace Cabo San Lucas All Inclusive, checking in on June 24, 2016, and checking out on June 27, 2016. This hotel reservation amounted to $730.80.On March 21, 2016 the customer utilized our online self-service tools to cancel his hotel reservation. Per the hotels cancellation and change policy, “Cancellations or changes made after 11:59 PM local hotel time, Tuesday, June 21, 2016 are subject to a hotel fee equal to 1 night(s) plus taxes and fees.” Due to the customer canceling the reservation prior to June 21, 2016 a full refund was automatically generated to Mr. [redacted] original form of payment.Our records reflect on March 27, 2016 the customer called self-booked a package reservation for one traveler under itinerary [redacted] The customer purchased a three night hotel reservation at Hotel [redacted], checking in on June 24, 2016, and checking out on June 27, 2016. The customers flights were operated by [redacted] Airlines, departing from San Francisco, CA to San Jose, Mexico on June 24, 2016 and returning on June 27, 2016. The customer also purchased a Roundtrip for Hotels in Cabo San Lucas - Shared Shuttle: Los Cabos Airport (SJD) for June 24, 2016. This package was protected by an Orbitz Vacation Waiver. The entire package amounted to $771.89.On March 17, 2016 the customer called Orbitz in regards to canceling his package. After reviewing the cancellation and change policy for each item in the customers package and the terms and conditions of the customers insurance, the agent was able to fully refund the hotel and shuttle portion of package.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Based on the [redacted] Airlines fare rules that the customer agreed to at the time of booking, the tickets were non-refundable with a change penalty fee of $200 per passenger would be charged if the tickets were to be reissued. In addition, the customer would be responsible for any difference in fare. Per the documentation the customer was advised that he would receive an airline credit with [redacted] Airlines. Please review the terms and conditions that were agreed to by Mr. [redacted] to at the time of booking below:• If you cancel your trip, you will receive a refund for all amounts paid, except for the cost of non-refundable air tickets. In most cases, the full amount of money paid for air travel will be returned in the form of a credit for future travel, subject to restrictions and limitations imposed by airlines. Airfare credits are typically limited for use by the named ticketed passenger, for use on the same airline, for a period of up to one year from the original ticketing date.We sincerely regret that we are unable to offer a more satisfactory response or resolution to Mr. [redacted] concern. At Orbitz we try as much as possible to provide not only excellent customer service but we also try to exceed what is expected of us. However we know that there are some instances when policies associated with the purchases made on our website cannot allow for a resolution that is more favorable to our customers. We are not trying to discharge ourselves from any responsibility; we only want to convey that we were able to provide Mr. [redacted] with the necessary information related to his flight purchase before our system asked Mr. [redacted] to complete the reservation online.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

Initial Business Response /* (1000, 5, 2014/08/06) */
Dear Ms.[redacted]
The Revdex.com has shared your recent correspondence pertaining to the schedule change for your current trip. I appreciate the opportunity to review your account and respond to your concerns.
From your...

complaint, you booked a ticket on April 19, 2014 for travel on July 14, 2014. After the booking was made, the airline,[redacted], initiated a schedule change, which you were not notified. You feel that Orbitz as a travel agency should notify customers of these types of changes to avoid the circumstances which you have been presented with. Furthermore; your perception of Orbitz has become discontented due to the service you have received.
Ms.[redacted] I do understand your frustration in this matter as you in good faith booked a trip, confirmed all the necessary flight times, only to have changes made to your booking which you did not request. Travel can be a hectic experience, and Orbitz does try to meet the expectations of our customers with current prices along with terms and conditions associated with ticket bookings.
Orbitz did receive a notification from the carrier on July 17, 2014; this was for the return portion on July 29, 2014.
The carrier,[redacted], along with carriers in general, has established specific procedures for re-accommodations. Orbitz, as with every travel company, works in conjunction with the carrier, to assist with the best possible alternatives.
We understand your dissatisfaction; however, carriers reserve the right to change their flight schedules at any time, with or without notice. During the booking process, Orbitz presents and customers must agree to the airline fare rules and Ticket Terms and Conditions. This policy is consistent throughout the airline industry, and the same rules would apply if you had booked the ticket directly from the airline or another travel agency.
If the schedule change occurs during the same day; Orbitz accepts the changes without customer input. Although the schedule change is viewable in your itinerary history, your reservation did not fall into the proper queue for attention. Whatever the problem, we acknowledge a mistake was made, and we regret failing to meet your expectations.
On your behalf, I have contacted the airline,[redacted], to verify the concern; according to the airline, the ticket was exchanged by[redacted]. Unfortunately, once an airline takes control over the tickets, Orbitz is unable to view or investigate the internal airlines' changes.
Regrettably, as the entire ticket was used; Orbitz is unable to refund a used ticket.
In the appreciation for your continued business and support, Orbitz would like to offer you a $200 future travel voucher on your next Orbitz.com booking. Our designated travel voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs.
When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [redacted]@Orbitz.com. Please reference case number XXXXXXX and my letter offering the $200 future travel voucher in your request. Orbitz will then issue a credit to the card used for the new booking. This offer is valid for one year from the date of this letter, until August 6, 2015.
We take our customers' comments very seriously, and I thank you for your honest feedback.
Ms.[redacted] we regret any misunderstanding this may have caused. We appreciate your business, and we hope you will provide us with a future opportunity to restore your confidence in our products and services.
Sincerely,
[redacted]
Orbitz Customer Relations
Initial Consumer Rebuttal /* (3000, 7, 2014/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you[redacted] for your quick response. I do understand that Orbitz stands at a very difficult position to provide great service. It's unfortunate that I purchase a ticket and Orbitz to relinquish all rights to the airlines. Which obviously do not hold themselves to the same standard of service. You stated in your response that a refund was not possible because the full amount was used, but in actuality[redacted] said they used the rest of my fund (Mexico to Costa Rica, and Costa Rica to SFO) and pay an extra $600 to fly to Cancun??? I checked online, it's $500 just to fly round trip. I pretty much forfeited my whole trip (because they told me I lost it all if I didn't fly any part of the trip!) and paid more to deal with this situation. Overall, I am very dissatisfied with this whole process. This has happened twice with my online flight purchase from Orbitz. I hope we can come to a better compromise. Hoping to hear back from you soon. Thank you, [redacted]
Final Business Response /* (4000, 9, 2014/08/13) */
Dear Mr.[redacted]
Thank you for your detailed follow up e-mail. I am sorry you are disappointed with my previous response and regret your perception that it was not empathetic to your circumstances.
As I understand, the exchanged ticket directly with[redacted] should not have used the entire amount of the ticket; the actual fare is less than the amount charged.
When the tickets were, at your request, exchanged,[redacted] processed the exchange, including the collection of all fees and or additional costs per the mandated airline policies.
As Orbitz did not exchange the ticket, we have no control over the fees and or additional costs. These costs are verbally presented to you directly with the airlines' staff.
Due to your circumstances, I will surrender the $200 voucher as a credit to the card ending in 1694, which is the card used for the ticket purchase. The designated travel voucher, along with the surrender to a credit, was meant to emphasize our commitment to you, for your circumstance, we hope that you will accept our offer in the spirit in which it is intended.
This will process today August 13, 2014. Please allow 3-5 days for the credit to appear on your statement.
This, however, is all the compensation which Orbitz will offer.
Mr.[redacted] thank you for allowing me to assist you in this matter. Again, I do apologize for the error and your continued frustration.
Sincerely,
[redacted]
Orbitz Customer Relations
Final Consumer Response /* (4200, 11, 2014/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To clarify, it's Ms.[redacted] and yes I'm continuously frustrated with the process and current service. I would just expect more from Orbitz since I have done numerous business with your company and this flaw in the system has not seem to correct or work itself out. Its very difficult for me when I do travel a lot to continuously be stranded at the airport due to the miscommunication. I really hope that Orbitz can work with their afflicted company to streamline this process for better customer service.

Initial Business Response /* (1000, 5, 2014/03/13) */
Dear [redacted],
The Revdex.com has shared your recent correspondence pertaining to the dates reserved on your hotel booking, and the rate charged for the second hotel booking. I appreciate the opportunity to review your...

account and respond to your concerns.
Please know that once a hotel booking has been confirmed, we would not be able to add an extra date to the booking. Either the entire reservation would need to be canceled and rebooked with all of the dates, or a new reservation would need to be made for the extra date.
Upon reviewing your reservations, I do show that the new reservation was made at a different hotel than the originally scheduled booking. We certainly regret that you had to reserve a room at a higher price, but a new room would have had to be reserved. If there were no rooms available at the Hyatt at the original price, we would not have been able to confirm you at that rate either.
[redacted], we certainly apologize for any confusion, but this would have been the same steps made, even if an agent had made the new reservation for you, and we would not be able to grant your refund request. Please know that your discount would have been given in the form of a promotional code, which would need to be entered during the booking process. Thank you again for the opportunity to respond to your concerns. We do appreciate your business, and we hope you will provide us with a future opportunity to serve you with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations
Final Consumer Response /* (4200, 11, 2014/03/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My original booking was for three days and not two. I even called Orbitz prior to checking into the hotel to confirm and the representative said she would see that it has been corrected. And then she hangs up on me. Please look into the call history now so you can also confirm that to be true too. I'm not asking for much except what was promised and what was booked. I am asking for the "download25" promo code to take effect since I booked my first hotel reservation through the [redacted] app as suggested. Which never was deducted, and for the difference charged.
Final Business Response /* (4000, 13, 2014/03/17) */
Dear Mr. [redacted],
Thank you for your follow-up response, and I appreciate the opportunity to respond to your continued concerns.
Please know that I have reviewed your reservation, and the original booking was only confirmed for one night. We are not able to add an extra night to a booking without charging the new rate.
Mr. [redacted], we certainly apologize for any confusion, but we would not have been able to adjust the number of nights on your stay without any extra charges. Thank you again for the opportunity to address your concerns.
Sincerely,
[redacted]
Orbitz Customer Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10953871, and find that this resolution is satisfactory to me.
Sincerely,
Miriam [redacted]

May 30, 2016Revdex.comComplaint Department – OrbitzDear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought...

to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding their reservations.As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate reply. At this time, we respectfully request additional time from the Revdex.com as further research is needed for this case. We will submit our final reply via the Revdex.com's website.Again, we thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.                                              Sincerely,Tier 3 Customer Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11150447, and find that this resolution is satisfactory to me.
Dear Jeanna, 
 
Thank you for your assistance. Please provide me a phone number where I shall call Air France.
Sincerely,
Sharon [redacted]

May 26, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-[redacted]Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted]. We regret to hear Ms. [redacted] did not accept our response.As previously advised, Orbitz acknowledged the complication and frustration that occurred when the customer initially attempted to change her tickets. Due to the errors Orbitz purchased Ms. [redacted] a new one way ticket. Per our previous conversation on May 23, 2016, Ms. [redacted] agreed to sustain the initial charge to change the reservation therefore that charge has remained. Since the original quoted fare increased after Ms. [redacted] agreed to the initial price, Orbitz payed for the increase in fare. We are unable to refund All [redacted] Airways’ change fee sustained for changing the reservation. Due to the inconvenience Ms. [redacted] experienced, and for any lack of service he received while trying to resolve this issue Orbitz has placed a $100 Orbitz Travel Coupon into the customers permanent account.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Tier 3 Customer Service

Customer Service SUCKS.... The hold time is ridiculous I waited on hold for over an 1 hour and 45 minutes and my issue still was not resolved. I called Obitz on July 2, 2016 booked 3 airline tickets when I got confirmation of my reservations I noticed one of the names were spelled wrong, I immediately called to advise them of there error,and they made it seems as if I made the error. No your non speaking English representative made the mistake. After being on the phone with them for over 3 hours the only option they gave me was to cancel my 1st reservation to book another not understanding that the bank is going to put a hold on the money from the 1st transaction. Needless to say they did nothing to accommodate me, I will never use there service again. Had I booked this myself this conversation would have been less then 5 minutes because all they would have said was no the reservation is non refundable. This was the worst service ever!!!!!!

Dear Ms. [redacted]
Thank you for your follow-up response, and I appreciate the opportunity to address your continued concerns.
At Orbitz, we understand the importance of making all of our suppliers’ rules and restrictions available for our customers’ to review, so that an informed decision can be made.  Prior to confirming your reservation, it must be agreed to that the supplier rules and restrictions have been read and agreed too.
Ms. [redacted] we certainly regret your continued disappointment in our services, but we show that we did properly display the fare rules for your review prior to confirming the booking.  Please understand that you were charged by the airline directly, and Orbitz does not hold the funds for the ticket reserved.  As a travel agency, Orbitz is required to follow all airline imposed fare rules.
Ms. [redacted] we wish that our reply could be more favorable.  We do appreciate your business, and hope that we have a future opportunity to serve you.
Sincerely,
[redacted]
Orbitz Customer Relations
Tell us why here...

April 5, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-[redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments...

and concerns which have been brought to our attention.  [redacted], Inc. is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a car reservation.  We understand Ms. [redacted] is requesting a car reservation for 7 people. On April 5, 2016, we attempted to contact Ms. [redacted] to acknowledge receipt of the Revdex.com complaint but were unable to reach the consumer.Upon further research, we are unable to locate an Orbitz account related to Ms. [redacted] complaint. We respectfully request that Ms. [redacted] provide us with an email address used to book the reservation and the itinerary number. The requested information will enable us to appropriately address Ms. [redacted] concerns. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

Initial Business Response /* (1000, 5, 2014/02/19) */
Thank you for choosing Orbitz Cruises for your cruise needs. I apologize for the service Mr. [redacted] received on Sunday, February 16, 2014. We researched the reservation along with the call between the agent and the guest. The...

reservation did indeed qualify for the Orbitz best price guaranty at the time of the call. Mr. [redacted] called in within the 48hrs deadline. Royal Caribbean Cruises did advise the price of the reservation did indeed drop at that time but could not make the change due to the penalty period but offered the guest to fill out the Royal Caribbean best price guaranty directly with them, which is what the agent offered to our guest. Our agent was incorrect to offer this and should have applied our Orbitz best price guaranteed instead per the guest request. We have taken action with the agent. I have issued a refund to Mr. [redacted]'s credit card for $66.00 total. I have called and left a message for Mr. [redacted] apologizing for the service he received and issued the refund. I left my name and extension for any follow questions.
Thank you,
[redacted]
CC Admin
Final Consumer Response /* (2000, 7, 2014/02/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A refund issued to my credit card is the resolution I was seeking. I still have not seen the refund come through but I am accepting the response based on the promise that the refund is coming.

Orbitz Itinerary# **SSN[redacted] I purchase flight insurance and Orbitz did not include it. I was in the hospital but I couldn't cancel my flight because of Orbitz error. The car I rented was noisy from wind though the windshield crack. The hotel was dirty and not what the pictures they showed on-line.

Initial Business Response /* (1000, 5, 2015/03/02) */
Dear Mr.[redacted]
The Revdex.com has shared your recent correspondence pertaining to pending authorizations showing on your bank statement, which caused you to be charged an overdraft fee. On behalf of Orbitz, I apologize...

for this disappointing experience, and appreciate the opportunity to review your account and respond to your concerns.
As a travel agency, Orbitz does not charge a customer directly for airline reservations. During your booking process, we will place a hold on the credit card used for the total ticket amount with the authorization code received. The airline will then charge you directly for the tickets with the same approval code. When the actual charge for the tickets are processed, the pending amount should be dropped to your card so that you are not showing duplicate charges.
Mr. [redacted], I do see that we have contacted your bank directly, and we advised that the pending authorization has been dropped. Due to any inconvenience, this has caused a $40 USD future travel voucher on your next prepaid Orbitz.com airline, hotel or vacation package booking was offered. Our voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs.

Here are the instructions for the future travel voucher:

When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [redacted]@Orbitz.com. Please reference case number XXXXXXX and my letter offering the $40 voucher in your request. Orbitz will then issue a credit to the card used for the new booking. This offer is valid until March 2, 2016.
Mr. [redacted], we appreciate your business, and we hope you will provide us with a future opportunity to serve you with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations

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.
Sincerely,
[redacted]

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.
Sincerely,
[redacted]

Dear Ms. [redacted],


size="3"> The Revdex.com has shared your recent correspondence pertaining to your request to have the taxes refunded on your airline tickets under Orbitz locator [redacted]. I appreciate the opportunity to review your account and respond to your concerns.

Upon reviewing your reservation, I do show that Orbitz locator [redacted] was reserved via our online service on March 22, 2015 for the travel dates of June 24, 2015 through July 7, 2015 on [redacted] Atlantic Airlines.  Due to a medical emergency, I do see the booking was canceled on May 29, 2015.  As travel insurance was not reserved and the tickets being nonrefundable, the booking was properly canceled for future use. However, once the medical documentation was received, a refund exception was forwarded to [redacted] Atlantic.

On June 25, 2015, we did receive a response from [redacted] Atlantic denying the refund request.  We forwarded the request to [redacted] Atlantic a second time on your behalf; however, another denial letter was received on August 7, 2015.  On August 11, 2015, we responded to your email, and advised [redacted] Atlantic had denied your refund request.  In the notification, it was explained that the remaining nonrefundable ticket value could be used for future travel, or you could request a refund of the taxes.  The approximate tax refund would be $259.00 out of the $1585.40 ticket reserved for each traveler. The traveler would have to choose whether to utilize the ticket value for future use with the applicable penalty fees, or accept the refund of the taxes.

On October 10, 2015, we did receive a response from Mr. [redacted].  Mr. [redacted] was asking what the remaining ticket value would be, and if there would be any rebooking or additional fees when utilizing the ticket.  We responded to your questions on October 13, 2015 that it would be necessary to contact us directly, and our phone number was provided. 

Ms. [redacted], unfortunately, we do not show that we were contacted any further until April 29, 2016, and the ticket had already expired.  A refund of the taxes was not processed previously as we were not advised of the decision you had made regarding your tickets.  We would not process the refund without the customers’ permission.  Airline tickets only have a one-year validity, and since your tickets were issued on March 22, 2015, we no longer have access to the ticket. As we no longer have the ability to process a refund of the taxes, we have forwarded your request to [redacted] Atlantic directly.  Unfortunately, due to the age of the booking, we cannot guarantee that your request will be granted.

Ms. [redacted], we certainly regret your disappointment in our services, but our records show that there were questions on possibly utilizing your tickets for future travel, and that a refund request of the taxes was not previously received.  As soon as we receive a response from [redacted] Atlantic, we will promptly update you.

Thank you,

[redacted]
Orbitz Customer Relations

July 12, 2016Revdex.comComplaint Department – OrbitzDear Revdex.com, Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been...

brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation.As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate reply. At this time, we respectfully request additional time from the Revdex.com as further research is needed for this case. We will submit our final reply via the Revdex.com's website.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Tier 3 Customer Service

September 6, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #[redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the...

comments and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a hotel reservation. We understand Ms. [redacted] is requesting a refund of her hotel reservation.Our records indicate that on August 2, 2016 the customer booked a hotel reservation for four travelers by calling Orbitz. The customer purchased a four night hotel reservation at [redacted] Resort by Counts-Oakes Resort Properties, checking in on October 6, 2016, and checking out on October 10, 2016.Per the hotels cancellation and change policy: Cancellations or changes made before 11:00 PM local hotel time, Tuesday, September 06, 2016 are subject to a hotel fee equal to 1 night(s) plus taxes and fees.We are able to confirm that this issue was resolved on September 5, 2016 when the customer called Orbitz to request a refund. As a one-time courtesy our customer service agent processed a refund of the remaining night of the canceled hotel reservation. The amount of time it takes the customer to receive depends on the customers banking institution.If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service