Rick B.

Due to the Covid19 Pandemic I had to cancel my reservation to Cancun for mid August to attend my son's wedding. I tried to call and was told to cancel via email.

I request the cancellation via email and thenreceived an email told me I would be charged $124.20, so I asked for a phone call to explain.

I then received another email as follows - copied and pasted verbatim:

Dear Rick,

Please note that your reservation has been cancelled as per the following policy:

* If you change or cancel your booking between 4/14/2020 12:00 AM and 8/5/2020 11:59 PM, you will be charged a fee of US$124.20
* If you change or cancel your booking after 8/6/2020 12:00 AM, you will be charged a fee of 100%

Many Thanks,

Chris Taylor
Hotel Consultant
TravelUp Group

I then replied to mention it would be good customer service to call a customer when they ask and not just quote policy in an email.

So far no response.

I will now dispute the charge with American Express.

Its sad when companies like this take advantage and gouge their clients during events beyond our control.

Never again will i use Travel Up...

Rick Bailey, Michigan