Gary K.

We booked a non-refundable hotel room and had a hard time finding a way to cancel. I was able to submit a cancellation and requested a waiver because of a death in the family. The hotel said I needed to go through Booking. Booking talked to the hotel but did not know of the cancellation circumstances and the hotel refused to waive the cancellation fee. Booking said I needed to talk to the hotel about the circumstances. The hotel said they would waive the cancellation fee with proof of death, which I expected.

Basically the cancellation is a big run around sending you back and forth between Booking and the hotel.