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1 Review by DOUG




I made reservations for a stay at Now Sapphire Riviera Cancun in Cancun through Orbitz for the dates Dec 17, 2017 - Dec 22, 2017 . I realized immediately that the dates I chose were incorrect and called Orbitz. While making the reservation there was wording on one of the pages that said 48 hour cancel policy through Orbitz.

When I caught my error I called Orbitz and they said no problem just cancel the flights and call the resort and that it shouldn't be a problem. After Cancelling the flights, I called the next day and they told me they cannot cancel the room I would have to call the manager directly and that it should not be a problem. I cancelled the flights and called the resorts and the desk person told me I would need to call the manager and they were not there. I called 2 days in a row to next to catch the 48 hours and could not reach a Manager. I called Orbitz again and they called the resort and said they talked to their manager and the rooms could not be cancelled or changed. I asked about the 48 hour policy which was now expired and they told me that was for flights only and they conveniently failed to tell me this before the 48 hours was up. I cannot find the reference to this 48 policy anymore on their site. And to make it worse Now Sapphire Riviera Cancun has changed their policy to a 10 day cancellation notice..... They still won't budge... Orbitz now claims there is a 24 hour cancellation policy only applicable to airfare when I most recently spoke to them on the phone.

I tried to re-book the flights and they were filled up and the only flight available was very expensive. I called the resort again before the booking date and asked for help. I asked if I could change the reservation dates and was told I could not. I asked for fewer days with a penalty and they would not work with me. I asked Orbitz to change the dates or charge me a penalty. Between them and the hotel they were completely unwilling to help in any way. They took my $2400 and gave me NOTHING in return.

Discover Card supports their "policy" and will not dispute the case. I have called them and gave them all of the supporting documents and still nothing. Love the card, had it for 23 years, probably cancelling it.

Be very cautious and do your homework. It is very disturbing that we as consumers have to do our homework on big companies that we blindly feel like we can trust. Since then I've googled and found a staggering number of issues very similar to my own.

Google your travel company before you buy and consider buying direct!!

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