Comments on: I canceled my room — where’s my refund?

By: Jen

Jen — Sat, 06 Nov 2010 09:14:26 +0000

What if the hotel refuses to give you a cancellation# and cancel your room?

By: Jennifer

Jennifer — Wed, 17 Feb 2010 22:51:45 +0000

When dealing with individuals with accents that I am having difficulty understanding, I politely request a supervisor. Recently I had to use this tactic and when I got the supervisor on the phone, I explained that I was having difficulty understanding the other rep and that I just needed to clarify what was required.

Initially the rep did not want to put a supervisor on the phone. It took me about 5 minutes, but finally I said “I understand that this is policy, and frankly, I don’t care, please let me speak to your supervisor.” Once he understood that I was not going to discuss the situation any further with him AND that I was not going to hang up until I had a supervisor he transferred me. Being polite seems to work (well that and when I’m angry I tell the phone reps they don’t pay them enough to deal with me and that they likely will transfer me anyway.)

By: Kimberly

Kimberly — Tue, 12 Jan 2010 15:59:58 +0000

The only thing I found “strange”…was that she said she had to cancel “ONE of the nights” not both. Does this mean that she USED one of the nights? Or did she cancel the room all together and expect to be charged for ONE of the two nights? If that’s so…then it’s entirely possible that the operator she talked too really messed up and covered her keester by blaming the customer for hanging up. Very difficult to determine unless the call was recorded.

If she USED one night, believing she canceled the second night then she should have noticed it on her “summary” of charges when she checked in/out and disputed it then.

I absolutely hate being transferred to an overseas operator. Some are very good others have such a powerful accent that it is soooooo hard to understand. Rule of thumb I ALWAYS request a cancellation number AND an email. If I don’t receieve email confirmation I’ll call again. I’ve also been paranoid enough too to check on-line and print screen. But then my husband says I tend to be overboard with some things.

By: Kathy P

Kathy P — Tue, 05 Jan 2010 16:50:20 +0000

Sounds to me like Elaine didn’t like the response she got and hung up, angry. SO…in my opinion, she does not deserve a refund, mainly because she acted like a jerk.
I work in the travel industry and deal with people like her all the time. Chances are, the agent she spoke to didn’t just make it up that she hung up on them.
Sorry Charlie….you need to be a little nicer. Live and learn

By: jamzXz

jamzXz — Fri, 01 Jan 2010 16:11:19 +0000

I agree with Doug’s advised! Nothing more than calling the hotel getting a name of the hotel personel that you spoke with then calling your online travel agency. You can just tell the agent to ask for this person and to confirm it.

By: Doug

Doug — Tue, 29 Dec 2009 18:14:26 +0000

As an agent that uses Hotels.com on occasion, I have to admit their “cancel by ” info is very explicitly stated. And yes depending on time of day you will get their Philipine call center. I have always found it worthwhile to first call the hotel directly and politely explain the situation. Often they are ok with refunding the booking.Get a name and dept. Then call Hotels.com and they will call the hotel to verify, and initiate the refund and give you their cnx number, all while you are on hold. No other approach will work.

By: Peter

Peter — Sat, 26 Dec 2009 21:56:44 +0000

Getting an overseas call center to read you a 16 digit cancellation number in a manner so that you get all 16 dsigits correct is virtually impossible.

Document, document, document – if it isn’t in writing, it wasn’t done – make them email you a copy of the cancellation. Then, and only then, is it a slam dunk to dispute such a matter.

By: Cynthia

Cynthia — Sat, 26 Dec 2009 15:26:36 +0000

I’d like to add an additional issue here.

I am hearing impaired and frequently have found it difficult to impossible to understand the people at offshore call centers. Their accents and non-standard use of english have had me tearing my hair out in the past. Naturally I try to do as much as possible online as I can to eliminate that prospect but it isn’t always possible.

One strategy I have employed has been, on detecting clues I might be dealing with an offshore call center, is to request a USA based agent. Sometimes that works and I’m either transferred or am given a number presumably in the USA. However . . . it is my feeling that the use of offshore call centers is actually a disservice to the hearing impaired (not deaf) traveling public. Options should be available.

By: Dang

Dang — Sat, 26 Dec 2009 14:50:53 +0000

I had used the service of Hotels.com several times and 1 cancellation occasion. Until now nothing went wrong and every time I got the right product ordered and a prompt refund about the cancellation occasion. Well! I didn’t wait until the last day to cancel. Very important to consider the Local time of the propreties to calculate the cancellation time restriction.

By: Ronda Cantin

Ronda Cantin — Sat, 26 Dec 2009 14:09:40 +0000

From similar cases i’ve read about on this site, It doesnt appear to me like this person is entitled to a refund. first off chances are is that this is a non-refundable room, secondly, if this person were staying only 2 nights and didnt call to cancel until you were at the hotel (which is what it sounds like to me) they would definatly be charged at least one night. and Third, I think that it is common knowledge for anyone who’s even looked at this website to realize that if you must cancel for whatever reason, be sure to get a cancellation number to verify and to avoid extra fees.