Travel Marvelz, LLC

Thank you for your patience in this response. We did have to do some research regarding this issue on our end as well. We wanted to ensure that we had all of our facts.Our Customer Service Manager, John, has called the customer and left a voice mail with his personal business phone
number. This was done on July 9th.On June 26th, a full refund for $*** was processed for reservation # ***. The customer should have seen this refund come through already, although certain banks can take as long as 7-business days to process a refund.As for the other reservation, it indeed appeared to be booked by our system erroneously. Please rest assured that it was simply a mistake without any mal intent whatsoever. Here is what we have done to rectify this error:We have contacted the general manager for that particular property earlier this week and spoke with him regarding the incorrect reservation. He mentioned to us that he will need about more business days until he can give us final decision. Should they agree to refund the customer on their end, the hotel will refund the credit card directly. If for some reason the hotel declines a refund, we will send the customer a refund check on our end. Once we have the final decision from the hotel, our customer service manager will contact the customer and make her aware of whether she can expect a refund from the hotel or a check from our company instead.We do apologize for any inconvenience on our end, it evidently was never our intention to cause an issue. We do reserve thousands of hotel rooms on a daily basis and we do have a strong track record of satisfaction. Nevertheless, nothing is infallible, and this will be resolved to the customer's satisfaction in the end.At this point, we would like to recommend that the customer see finalizes any future communication directly with our customer service manager until resolved.Thank you