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Cancelon

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Overview

Cancelon has a rating of 2.0 stars from 283 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Cancelon most frequently mention customer service, credit card, and confirmation email problems. Cancelon ranks 479th among Hotels sites.

  • Service
    13
  • Value
    15
  • Quality
    14

Instant Feedback

11,523 reviews

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How would you rate Cancelon?
Top Positive Review

“Thankful”

Gina V.
2/6/20

I never received a final confirmation within 24 hours of our check-in but live chatted with someone over 20 minutes to be affirmed that our reservation made in August was indeed confirmed. Made me a bit nervous but all worked out.

Top Critical Review

“Zero Customer Service - AVOID”

Deb M.
11/25/19

Contacted Cancelon by e-mail 4 times, by phone twice and via their "contact us" feature on the website with NO return reply other than "we received your message and will reply shortly". They did finally reply after we had already checked in to our hotel. I would not use this company again and would caution against using them.

Reviews (283)

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Reviews that mention popular keywords

customer service (97) credit card (73) confirmation number (20) hotel room (27) confirmation email (22)
Thumbnail of user debm126
1 review
0 helpful votes
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November 25th, 2019

Contacted Cancelon by e-mail 4 times, by phone twice and via their "contact us" feature on the website with NO return reply other than "we received your message and will reply shortly". They did finally reply after we had already checked in to our hotel.
I would not use this company again and would caution against using them.

Tip for consumers:
Look elsewhere

Products used:
Hotel booking

Service
Value
Quality
Thumbnail of user cathyg168
1 review
2 helpful votes
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May 13th, 2020

Trip of a lifetime cancelled due to the Corona Virus. Any attempts to contact Cancelon have been unsuccessful. Phone numbers are no longer in service and my booking information is not showing up online. I contacted Tripadvisor who initially took my booking and outsourced using Cancelon. Tripadvisor is not taking any responsibility or offering any compensation for the monies I have prepaid on my credit card. Such an unfortunate and costly experience. Shame on these companies. Just remember Karma is a $#*!! Anyone booking through Tripadvisor should be aware. Looks like Cancelon will take not only my hard earned money, but I'm sure that of many travelers and likely open under another name. BEWARE.

Thumbnail of user adr3
1 review
0 helpful votes
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December 3rd, 2018

Admittedly, they got my original booking right. However when I wanted to move my dates by one day, they tried to charge me $800 to do so, even though on their OWN page the total cost of that next night was only $200! I thought maybe an additional $50 admin fee MIGHT have been acceptable, but a $600 fee to change the date by one night... come on. I will make sure I dont use these guys for any bookings ever again!

Thumbnail of user yuliam4
Cancelon S. – Cancelon Rep

Dear Ad R., we are truly sorry for letting you down and for the inconvenience caused. Thank you for sharing your experience on Sitejabber. I was not able to locate your booking details using your name. Kindly share your reservation number (Itinerary number or Order-id of 6 digits). We will make sure to contact you and resolve the situation to your satisfaction. Please do not hesitate to contact us for any assistance here: https://www.cancelon.com/contact. Thanks and Regards, Antonio

Thumbnail of user scotts1278
1 review
1 helpful vote
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April 19th, 2020

Charged me more than the site said it was per room and then charged about 17% taxes and fees. Tried calling customer service a few times and had to wait 20 to 30 min every time and even gave up once. I will never book through this company again.

Thumbnail of user tc214
1 review
0 helpful votes
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October 15th, 2019

DON'T RISK THIS. Made a reservation, checked on it multiple times over several days since I didn't receive a hotel-generated confirmation number. Was assured it was confirmed on Cancelon's end and told I needed wait for the systems to update. This morning (check in day), hotel still has no record of my reservation. So I call back. Again. And guess what? Hotel is sold out, no rooms available. So now, I have a 20-yr-old daughter stranded in New York City with no lodging, traveling alone. Don't put yourself through this. Use a real booking service.

Thumbnail of user christopherh525
1 review
1 helpful vote
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February 21st, 2020

I recently purchased a three night stay at the Warwick Resort in the Bahamas through TripAdvisor's agent, Cancelon. Everything was fine except the "total charges" paid in advance did not come with a warning - as sometimes they do - that additional fees would be collected by the hotel at check. When we arrived, we were hit up for significant additional fees, which were previously undisclosed. I contacted Cancelon twice. Both times they essentially said too bad... Buyer Beware!

Thumbnail of user ginat85
1 review
0 helpful votes
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February 6th, 2020
Verified purchase

I never received a final confirmation within 24 hours of our check-in but live chatted with someone over 20 minutes to be affirmed that our reservation made in August was indeed confirmed. Made me a bit nervous but all worked out.

Thumbnail of user rh294
1 review
0 helpful votes
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July 24th, 2019

Absolute cheats. Do not trust this company. Will charge us dollars even if price indicated in Canadian dollars. Not good customer back up service or complaints resolution. Avoid them
Will want screen shots of time of booking to solve issues?

Thumbnail of user donm167
1 review
2 helpful votes
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November 17th, 2017

Do not deal with this company. I reserved a room at Bryce Canyon Lodge through Cancelon, because it is difficult and in some cases not possible to book hotels in the national parks on a direct basis. Cancelon charged $319 for a room for which we later saw in the (in-room) notice that the price was $202. Even if we might accept that 10% tax and a handling fee should be added on top of $202, were still horribly overcharged.

Thumbnail of user yuliam4
Cancelon S. – Cancelon Rep

Dear Don, hope you are well. We are sorry for the inconvenience. Thank you for sharing your experience. I was not able to locate your booking details using your first name. Kindly share your Reservation number (Itinerary number or Order-id of 6 digits). Thanks and Regards, Saurabh

Thumbnail of user pamelam234
1 review
3 helpful votes
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July 11th, 2018

I called the hotel an hour after booking through cancelon and hotel staff had never heard of them nor had seen my booking. I got suspicious and googled reviews from cancelon which you can see has a terrible rating. Thankfully i was able to cancel and avoid an disappointment. Book with expedia or anyone else to get reliability. Its a bit more but worth it. You get what you pay for at least. NOT with these guys!

Thumbnail of user yuliam4
Cancelon S. – Cancelon Rep

Dear Pamela, we are sad to hear things did not go as expected. We are constantly refining the way we do business and that is only possible thanks to candid feedback like yours. Please know that we are listening and in some hotels, the rooms are allocated to the customers shortly before arrival. We would appreciate the opportunity to make this right, but can only do so if you give us a second chance. Please do not hesitate to contact us for any assistance here: https://www.cancelon.com/contact. Kind regards, Saurabh

Thumbnail of user ronniew42
1 review
1 helpful vote
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August 27th, 2018

Do not book with these guys. Scam!
I booked at price of 103/night plus tax. Reservation was not actually made at the hotel. Took almost 1 hour on arrival to get that straight. Amount charged me was $452. For three nights. When I got the hotel check out document, hotel had only charged 295.95. Cancelon said difference was the fees. The paperwork shows room rate at $116 x 3 = $348 plus $104 for tax and fees.
State tax and occupancy fees are actually 9%. Cancelon charged 30% for fees and taxes. Cancelon would make no adjustment. Don't book with these guys unless you are prepared for a big surprise!

Thumbnail of user yuliam4
Cancelon S. – Cancelon Rep

Dear Ronnie, we are sad to hear things did not go as expected. This is not reflective of our operational standards. We are beyond sorry we did not communicate clearly. Kindly note the invoice provided by the hotel is without sales tax & fees and also that is not the final invoice which is addressed to our travel partner and the hotel is sorry to issue that. Please do not hesitate to contact us for any assistance here: https://www.cancelon.com/contact.
Kind regards,
Antonio

Thumbnail of user garyk200
1 review
3 helpful votes
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August 21st, 2018

I was diverted to these a-holes when trying to book a hotel room. They kept putting up the wrong dates, so I did not confirm, and instead cancelled the orders. This happened twice, then i went to the actual hotel site and booked the room. When i checked my email, i saw a "refund" from Cancelon -- but I NEVER confirmed their booking in the first place. I called Cancelon and it turned out they charged me twice, and only refunded once. The operator said they were going to charge a "cancellation fee" until i yelled at him. They supposedly cancelled both of these bogus orders, but frankly i am concerned that they have my credit card numbers. Steer FAR AWAY from Cancelon.com.

Thumbnail of user yuliam4
Cancelon S. – Cancelon Rep

Dear Gary, We are truly sorry for letting you down and for the inconvenience caused. Thank you for sharing your experience on Sitejabber. I was not able to locate your booking details using your name. Kindly share your reservation number (Itinerary number or Order-id of 6 digits). We will make sure to contact you and resolve the situation to your satisfaction. Please do not hesitate to contact us for any assistance here: https://www.cancelon.com/contact.
Thanks and Regards,
Frank

Thumbnail of user josephm931
1 review
2 helpful votes
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November 6th, 2019

If I can give zero stars I would. They lie, cheat and steal. Booked a room. I asked to check out early due to extenuating circumstances (hurricane). The hotel said no problem just check with third party- cancelon. Antonio at cancelon said no problem as long as you provide proof of check-out and the hotel agrees. We provided proof and received the run around for weeks AND NO REFUND. The hotel confirmed to us multiple times that they did not charge for the remaining nights so this cheap crap website is stealing and keeping our money beware! Worst customer service and they lie.

Thumbnail of user dorist16
1 review
4 helpful votes
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September 19th, 2017

Booked 4 nights in Paris about a month in advance and paid with credit card. After reading a few bad reviews we e mailed Cancelon a few days before departure to confirm, no response. Took a cab to the address on printout, Hotel had no reservation, the type of room booked does not exist, hotel fully booked. French support number is a non working phone number. Sent E mail while shopping for another hotel, never heard from Cancelon again.

Thumbnail of user yuliam4
Cancelon S. – Cancelon Rep

Dear Doris,
Greeting from Cancelon.
We are very sorry for the inconvenience. I was not able to locate your reservation using your first name.
Please kindly share your booking number and we will do our best to resolve this situation ASAP.

You can share it by replying to this comment or by writing to us directly to support@cancelon.com.
We look forward to hearing from you.
Kind Regards,
Yulia

Thumbnail of user laurad469
1 review
2 helpful votes
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June 4th, 2019

My husband booked a hotel for Jun 4 - Jun 8 in Paris... he arrived and there was NO record of the reservation. He has been waiting for 1/2 an hour in the lobby (note that it is 9:30 pm in Paris at the moment that i am writing). Cancelon has not helped us resolve this issue nor offered to give us a refund. Instead, they are having him wait in the lobby of the hotel to see if this clears.

I have used MANY online services for booking, but this has never happened to me. I don't understand how this company is still in business. It should be closed.

Thumbnail of user yuliam4
Cancelon S. – Cancelon Rep

Dear Laura, we are truly sorry for letting you down and for the inconvenience caused. Thank you for sharing your experience on Sitejabber. I was not able to locate your booking details using your name. Kindly share your reservation number (Itinerary number or Order-id of 6 digits). We will make sure to contact you and resolve the situation to your satisfaction. Please do not hesitate to contact us for any assistance here: https://www.cancelon.com/contact. Thanks and Regards, Saurabh

Thumbnail of user markm454
1 review
3 helpful votes
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January 29th, 2018

Charged me 292 for a hotel room at the Hyatt in Newport Beach... they never got back to me on a different date. I cancelled more than 48 hours in advance but only for a partial refund with an international transaction fee. Hidden lies.

Thumbnail of user yuliam4
Cancelon S. – Cancelon Rep

Dear Mark, We are truly sorry for the inconvenience. Thank you for sharing your experience. I was not able to locate your booking details using your first name. Kindly share your Reservation number (Itinerary number or Order-id of 6 digits). Please do not hesitate to contact us for any assistance here: https://www.cancelon.com/contact.
Thanks and Regards,
Antonio

Thumbnail of user kb309
1 review
2 helpful votes
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May 21st, 2019

Horrible customer service for sellers. I was literally in the process of chatting with a rep about why it was taking so long for my posting to get verified. Finally they call the hotel to verify and she informs me a decision will be sent through email. They remove my posting 30 sec later for a simple fix that could have been updated had she let me know.

Thumbnail of user yuliam4
Cancelon S. – Cancelon Rep

Dear Valued Guest, it saddens me to hear about your experience. We want to be best when it comes to customer service and clearly, we are missing the mark. Apologies are not enough. I take full responsibility for the actions and attitudes of our staff and I have already addressed the issue internally. Please post your booking once again and do not hesitate to contact us for any assistance here: https://www.cancelon.com/contact. Kind regards, Antonio

Thumbnail of user brianm777
1 review
10 helpful votes
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March 6th, 2019

I'll admit, I was a little worried at first having never heard of CancelOn before. And the spelling mistakes in the voucher email ("starring" vs "storing") also set off a few alarm bells. After some research, I learned CancelOn resells hotel bookings that are otherwise non-refundable. Once I realized this, then I understood why it can take a few days before the hotel can confirm the booking. And within 48 hours I had received a second email with confirmation and I called the hotel and they also confirmed the booking was made. Overall, I'm very satisfied with CancelOn and a big thank-you to Emma at customer service for patiently explaining everything to me.:-)

Thumbnail of user yuliam4
Cancelon S. – Cancelon Rep

Dear Brian, Thank you for your kind feedback and for sharing it on SiteJabber. We would like to inform you that Cancel is Online Travel Agency where one can book a reservation and sell the reservation also. We believe that business is all about people and the greatest compliments we can receive are those that highlight the commitment of our staff to deliver the best possible service. I made sure Emma got the recognition she deserved and she was very happy to see your review. Please do not hesitate to contact us for any assistance here: https://www.cancelon.com/contact. Kind regards, Saurabh

Thumbnail of user abed25
1 review
2 helpful votes
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December 18th, 2017

I booked a trip in Oct for Dec and have just found out that my hotel has no reference for my upcoming trip. I've been in touch with Cancelon twice in the last 5 days saying they are waiting to hear back from their 'travel partners' before they can register with my hotel. This is fraudulent and incredibly stressful. I'm launching a fraudulent claim with my credit card company tomorrow. I would recommend not using this organisation nor Trip Advisor for any trip planning.

Thumbnail of user yuliam4
Cancelon S. – Cancelon Rep

Dear Abe, we want to thank you for sharing your experience on Trustpilot and we want to apologize for the stress you had to experience. We know that we have let you down in trying to resolve this situation. Following our email communication, the hotel you have booked with us is confirmed by the hotel. We have also issued a refund of 10% as a compensation for the time and the inconvenience you had to go through. We hope to have a chance to serve you again. Please do not hesitate to contact us for any assistance here: https://www.cancelon.com/contact.
Kind regards, Yulia

Thumbnail of user anhn21
1 review
8 helpful votes
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November 20th, 2017

I booked 3 nights in Kuta beach, Bali for $394. Then I realized it was a mistake, so I called the company. Asked them to cancel the reservation and waive the $19 cancellation fee.
They did and I received the confirmation within minutes. I checked my credit card and my charge was reversed as promised and I get a full refund.
Would probably use them again but still puzzled as to why there as so many negative reviews. Compared to positive ones, 5 to 1 ratio.

Thumbnail of user yuliam4
Cancelon S. – Cancelon Rep

Dear Anh, we want to thank you for sharing your feedback and for your kind words. We will continue to do our best to provide the best customer experience. Thank you again! Please do not hesitate to contact us for any assistance. Kind Regards, Saurabh

Thumbnail of user tomc172
1 review
3 helpful votes
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May 24th, 2017

Booked 2 rooms, 2 days before my available cancellation date, they switched my hotel due to overbooking. Giving me fear of no accommodations, I accepted only to find more taxes and fees. Contacted original hotel and they still had rooms at time of switch. Now they refuse to reimburse my booking fees which they billed at once the rez was made. This company is B/S DO NOT USE

Tip for consumers:
STAY AWAY

Service
Value
Quality
Thumbnail of user yuliam4
Cancelon S. – Cancelon Rep

Greetings from Cancelon.
I would like to thank you for sharing your experience through SiteJabber. Your opinion is very important to us.

Please accept our apologies for the inconveniences you experienced with your reservation.
In order to make the things right, please kindly share with us your booking number and we will do our best to find a solution that will meet your expectations.
You can share it by replying to this comment or by writing to us directly to support@cancelon.com.

We look forward to hearing from you.

Kind Regards,
Yulia
Customer Support Manager

Thumbnail of user michaele133
1 review
0 helpful votes
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October 18th, 2017

Unfortunately, I had to cancel a reservation which turned out to be non-refundable. I heard about Cancelon and the possibility to sell my booking through them. I posted and succeeded! Great experience!

Thumbnail of user yuliam4
Cancelon S. – Cancelon Rep

Dear Michael, Thank you so much for your kind feedback and for taking time and sharing it via Sitejabber. We will do our best to continue and provide a great customer experience! Kind Regards, Saurabh

Thumbnail of user brendas701
1 review
1 helpful vote
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February 10th, 2020
Verified purchase

It was very easy to book. Later received confirmation that hotel is confirmed and they sent a second email inquiring if I received the confirmation. The double checking was very nice in this world of congested email inboxes. Thank you!

Thumbnail of user crispins
1 review
10 helpful votes
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June 17th, 2019

Wife and I were quite worried especially after reading some of the bad reviews.
It took a few days but we got a confirmation number from them and then called the resort directly. Everything was done and all set.
I saved a bunch of money and got the room I wanted in the resort in Jamaica I wanted!
Thank you for the great job!

Thumbnail of user yuliam4
Cancelon S. – Cancelon Rep

Dear Crispin, we really appreciate you taking the time out to share your experience with us. Our company keeps customer satisfaction as the top priority and we are committed to our customers in delivering the best products and services as per their needs. We will look forward to serving you in the near future and keep you among our most valued customers. Please do not hesitate to contact us for any assistance here: https://www.cancelon.com/contact. Best Regards, Saurabh

Thumbnail of user justinc253
1 review
2 helpful votes
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June 13th, 2019

The hotel had no word of the reservation and we kept calling cancelon to find out what was going on. They promised we'd have it within 12 hours (a few hours before check-in) and we didn't. I called Cancelon, demanded a manager, threatened to call my CC co to report fraud and they finally stepped up after wasting 20 minutes on hold with them.

Thumbnail of user yuliam4
Cancelon S. – Cancelon Rep

Dear Justin, we are truly sorry your experience was not to your satisfaction. Kindly note in some hotels the rooms are allocated to the customers shortly before arrival and that's the reason it took time for final confirmation. We would appreciate the opportunity to make this right, but can only do so if you give us a second chance. Please do not hesitate to contact us for any assistance here: https://www.cancelon.com/contact. Kind Regards, Antonio

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Cancelon S.

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