Michael C.

Warning, this site is misleading, does not state the terms clearly up front, says they
Have charged your account the full amount of your stay the minute you pressed the "book" button, has a no refund policy and their customer "service" is impossible to deal with. When I booked a room I thought I was on the hotel website, it was not clear it was a second party site. After booking I was informed I had just paid the full amount and there was not refunds. The links on the confirming e-mail to the site did not work so sent an e-mail reply canceling the reservation and called customer service. I was told repeatedly the hotel policy did not allow refunds. I repeatedly asked to talk to a supervisor and then finally was put on hold for 30 min and when the rep returned he said he called the hotel and their policy would not allow refunds. While on hold I checked the hotel website and for the same room rate the consolation policy was a full refund if canceled 48 hours prior to arrival so I again asked to talk to a supervisor and was put on hold and waited 30 minutes and was disconnected. I called back the next night and tried again and the rep said his "support team" would call the hotel to confirm. I waited on hold for another 30 minutes and the rep confirmed I was correct but a manager was not available at the Hotel to authorize the refund and he would call back in 2 hours. It as to late so I asked him to call back the next day. He did not call so I called him back because I had requested his direct line. Again I got the same line that he had to work with his "support team" and put me on hold for the minimum 30 minutes and was again told they could not reach a hotel manager. The rep said he would "escalate" the request, what ever that means, and would send me an e-mail the next day. I am going to dispute the charge with VISA and be very careful on the booking policies on any website in the future.