Breahna J.

I booked a stay at the Tweelwonen Kaagresort through Hotels.com on 6/25/15 and received a confirmation email from both parties the same day. On 8/12/15 I received an email from Tweelwonen Kaagresort stating that my reservation had been canceled. I called the resort that day and the individual that I spoke with informed me that someone else had already booked the apartment before I had, and that was the reason they canceled my reservation. I asked how I was able to book, and pay in full, for an apartment that was unavailable and was informed it was "a computer glitch". I informed this individual that my credit card had already been charged the full amount of $1033. 82 and that I expected a full refund. He stated that that would not be a problem and my money would be refunded within seven business days. On 8/24/15 (eight business days later), I had not received any refund and attempted to contact Tweelwonen Kaagresort. I was unable to get anyone to answer the phone and there were no voicemail services. I then contacted the billing department at Hotels.com. I related the above information to the billing representative who then placed me on hold while he tried to contact Tweelwonen Kaagresort to verify their cancellation. He was also unable to get anyone to answer at the resort and told me that he was forwarding the information to the accounting department. The representative said that someone from the accounting department would contact me within 72 business hours to resolve the issue. On 8/27/15 (72 business hours later) I still had not received my refund and had not been contacted by anyone at Hotels.com. I again called the billing department at Hotels.com and again related all of the above information to the representative. She placed me on hold while attempting to contact Tweelwonen Kaagresort, again to no avail. She stated that she would forward all of the information to the accounting department for resolution and that I would be contacted in no more that 72 business hours. When I informed her that this is exactly what the last representative told me, 3 days ago, she assured me that someone would "definitely" contact me within the next 72 business hours. She also stated that she was going to cancel my reservation in the Hotels.com system so that I could be refunded 50% of my money. I expressed my concern that I feared if she canceled my reservation I would never receive the other 50% of my refund due to the resorts cancellation policy. She assured my that she had thoroughly notated all of the above information and that I would have no problem obtaining the remainder of my refund. On 8/31/15 (3 business days later) I still had not received the remainder of my refund nor had I been contacted by the accounting department. Yet again I contacted the billing department at Hotels.com and related all of the above information to the representative. He again stated that he would forward the information to the accounting department and that I would be contacted in the next 72 business hours. Well, I know this next part is going to come as a shock to you, but on 9/3/15 (3 business days later), I still had not received the remainder of my refund nor had I been contacted by the accounting department. I called the billing department again and explained the entire situation again. The representative assured me that the accounting department was "working on it" and would contact me in the next 24 hours. I then pointed out to this individual that I had now been waiting for someone to contact me for the last 168 business hours ago. He stated that he was "sorry for the inconvenience", but that there was nothing more that he could do. It has now been 48 hours and guess who I have not heard from? Do not book anything with Hotels.com!