didn’t book a room at the Golden Parnassus

Meghan Gnewikow books her honeymoon through, but because of a computer glitch, it fails to make the reservation at her requested hotel. They offer to rebook her at another hotel, but only if she pays another $685. Can our advocates help her?

Question: I used to book our all-inclusive honeymoon in Cancún, Mexico, at the Golden Parnassus. The total cost of this package was $2,266. I thought would be safe because a friend recommended it, and it has four-star reviews.

In January, seven days before my husband and I were scheduled to leave for the trip, I emailed Golden Parnassus to ask them a few questions, and they emailed me back that I didn’t have a reservation there because my room was canceled. I was advised to contact I immediately called’s customer service line just to make sure everything was in order.

I spent an hour on hold before getting to speak to anyone. The customer service representative who answered the telephone said she would contact Golden Parnassus to find out what was going on and placed me on hold again while she contacted them. When she finally came back on the line, she told me that because of a computer glitch, failed to send my money to the hotel to complete the reservation, and Golden Parnassus had canceled the booking. Unfortunately, Golden Parnassus was now sold out.

The customer service representative promised to book us at an alternative resort that was comparable to Golden Parnassus within the same price range, and if she couldn’t find one, she would speak to her supervisor to get the additional cost covered. She then put me on hold again, and when she came back on the line, she told me that she could book me at Ocean Maya Royale, but that I would have to pay an extra $685 to make a reservation there.

I argued that this was unreasonable because this was clearly the result of’s error. She told me that there was nothing she could do: either I had to pay the additional cost or cancel the booking altogether, and there would be cancellation fees for both the airfares and the hotel. After arguing with her and getting nowhere, I asked to speak to a supervisor, who told me the same thing. He told me that there was no higher-ranking person at I could speak to, but offered me the guest service email address, which I used to email about my experience.

I paid the extra money to rebook that reservation, but I also had to change my transportation reservations since this resort is in a different part of Cancún than Golden Parnassus, and this also involved paying extra fees. I emailed their customer service as well as the Better Business Bureau (BBB), and I’ve found some other reviews from people who experienced the same thing. Some of them didn’t find out that they didn’t have rooms until they arrived in Mexico. Can I get the extra $685 refunded? — Meghan Gnewikow, Buffalo, Minn.

Answer: I’m sorry you had to spend so much more money to take your honeymoon because of’s error.

It’s upsetting to find that you have to spend that much more and make so many changes in plans only seven days before your dream vacation. And’s customer service, in keeping you waiting on hold for prolonged periods of time, failing to remit your payment to Golden Parnassus, not notifying you of the hotel cancellation until you contacted them, and then brushing you off with “there’s nothing we can do” while insisting you pay that much extra, is definitely deserving of a bad review – especially if other customers have had similar negative experiences.

Unfortunately, the language you used in your email to their guest service was a little strong. While that was understandable, it didn’t help your case. And as another recent article on our site indicates, complaining to the BBB is not always an efficacious course of action.

But what exactly did owe you?’s terms of use pretty much lets it off the hook. It indicates that:

We do not accept any liability of whatever nature for the acts, omissions or default, whether negligent or otherwise, of those service providers in connection with your travel pursuant to a contract between them and yourselves and over whom we have no direct control. We do not accept liability in contract or in tort (actionable wrong) for any injury, damage, loss, delay, additional expenses or inconvenience caused directly or indirectly by force or other events which are beyond our control, or which are not preventable by reasonable diligence on our part including, but not limited to war, civil disturbance, fire, floods, unusually severe weather, acts of God, acts of Government or of any other authorities, accidents to or failure of machinery or equipment or industrial action.

Its adhesion legalese is designed to let it walk away from almost any problem. Except that a computer glitch was preventable by reasonable diligence on its part. So it should have taken responsibility for its error and not demanded that you pay $685 in extra hotel fees — not to mention all the other reservations you had to change and pay for.

Our advocacy team reached out to on your behalf, and it agreed to refund you $500. You have indicated that although this is $185 less than you were forced to pay, you are happy with the resolution.

Share this story
Share on Twitter Share on LinkedIn Share on Facebook

Underwritten by

Elliott Advocacy is underwritten by Cavalry Travel Insurance

Cavalry takes the worry of out travel by providing 24/7 access to medical and security professionals combined with the best medical evacuation and security extraction services. Cavalry gets you home safely when you need it most. Learn more at

Elliott Advocacy is underwritten by Seven Corners

Seven Corners has helped customers all over the world with travel difficulties, big and small. As one of the few remaining privately owned travel insurance companies, Seven Corners provides insurance plans and 24/7 travel assistance services to more than a million people each year. Because we’re privately held, we can focus on the customer without the constraints that larger companies have. Visit Seven Corners to learn more.

Elliott Advocacy is underwritten by Sodexo North America

Sodexo North America Sodexo North America is part of a global, Fortune 500 company with a presence in 80 countries. Sodexo is a leading provider of integrated food, facilities management and other services that enhance organizational performance, contribute to local communities and improve quality of life for millions of customers in corporate, education, healthcare, senior living, sports and leisure, government and other environments daily. Learn more at

Elliott Advocacy is underwritten by Travelex Insurance Services

Travelex Insurance Services is a leading travel insurance provider in the United States with over 55 years combined industry expertise of helping people dream, explore and travel with confidence. We offer comprehensive travel insurance plans with optional upgrades allowing travelers to customize the plans to fit their needs. Compare plans, get a quote and buy online at

Elliott Advocacy is underwritten by AirHelp

AirHelp is the world’s leading flight delays compensation company, helping passengers apply for compensation following a delayed or canceled flight or when boarding has been denied. It is AirHelp’s mission to fight for passenger rights by holding airlines accountable for flights disruptions that are out of passengers’ control. AirHelp has already helped 5 million people, taking the stress out of applying for compensation and making it as hassle-free as possible for travelers around the world.

Elliott Advocacy is underwritten by Allianz Travel Insurance

The Allianz Travel Insurance company has built its reputation on partnering with agents all around the world to provide comprehensive travel insurance for their clients. Contact Allianz Travel Insurance for a comprehensive list of coverage.

Elliott Advocacy is underwritten by Chubb

Chubb is the world’s largest publicly traded property and casualty insurance company, and recognized as the premier provider of insurance for successful individuals and families in the U.S. and selected international markets, offering coverage for high-value automobile, homeowners, recreational marine/aviation, valuables and umbrella liability coverage. As an underwriting company, Chubb assesses, assumes and manages risk with insight and discipline, and combines the precision of craftsmanship with decades of experience to conceive, craft and deliver the best insurance coverage and services to individuals, families and business of all size.

Elliott Advocacy is underwritten by Enterprise Holdings

A family-owned, world-class portfolio of brands. A global network that spans across more than 85 countries. Some 97,000 dedicated team members sharing common values. And more than 1.9 million vehicles taking our customers wherever they need to go.

Elliott Advocacy is underwritten by Fareportal

Fareportal’s portfolio of brands, which include  CheapOair and  OneTravel, are dedicated to helping customers enjoy their trip. Whether you want to call, click, or use one of our travel apps, one thing is clear: We make it easy to take it easy.

Elliott Advocacy is underwritten by

An independent provider of low cost CDW/LDW insurance for use with rental cars. Up to $100,000 cover with no deductible. Policies available on a per day, per trip or per year basis. Also works with overseas rentals. Try  Insuremyrentalcar.comnow.

Elliott Advocacy is underwritten by InsureMyTrip

It’s simple. InsureMyTrip finds you the right travel insurance plan, every time. InsureMyTrip is the authority on travel insurance. Rated A+ for travel insurance by the Better Business Bureau. All travelers that purchase a policy through  InsureMyTrip have access to Anytime Advocates® for claims assistance.

Elliott Advocacy is underwritten by Mediacom Communications

The nation’s fifth-largest cable operator, serving the smaller cities and towns in the Midwest and Southern regions of the United States. We are a high-performance broadband, entertainment, and communications company that brings the power of modern technology and quality customer experience to life inside the connected home by combining ultra-fast gigabit speeds with personalized local and over-the-top entertainment choices that fit your lifestyle. Details at

Elliott Advocacy is underwritten by SCOTTeVEST

An innovative apparel brand for people who want easy access to everything they need. For those who live for every second, SCOTTeVEST lets you maximize your life. Ditch the carry-on bag and pick up a  SCOTTeVEST.

Elliott Advocacy is underwritten by Virtuoso

The leading global network for luxury and experiential travel. This invitation-only organization comprises over 1,000 travel agency locations with 17,500 advisors in over 45 countries, and holds preferred relationships with 1,700 of the world’s finest travel companies. Virtuoso advisors collaborate with their clients to create personalized itineraries featuring exclusive perks, while also providing advice, access, advocacy, and accountability. For more information, visit

Elliott Advocacy is underwritten by VisitorsCoverage

As a company that is constantly striving to simplify travel insurance, VisitorsCoverage, is on a mission to help travelers make the better decisions about purchasing travel insurance, quickly. VisitorsCoverage has helped millions of travelers globally to buy the suitable travel insurance and explore the world with confidence. Get insurance for your next trip at  VisitorsCoverage. Lowest Price Guaranteed.

Elliott Advocacy is underwritten by MedjetAssist

Medjet is the premier global air-medical transport, travel security and crisis response membership program for travelers. With a MedjetAssist membership, if you become hospitalized more than 150 miles from home, we will get you from that unfamiliar hospital all the way home to the hospital you trust. All you ever pay is your membership fee. MedjetHorizon members add 24/7 personal security and crisis response benefits. readers enjoy discounted rates. Travel safer with  MedjetAssist.

Elliott Advocacy is underwritten by Southwest Airlines

The mission of Southwest Airlines is dedication to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride, and Company Spirit. We are committed to provide our Employees a stable work environment with equal opportunity for learning and personal growth.

Elliott Advocacy is underwritten by makes it fast and easy to compare and buy travel insurance online from top rated providers. Our unbiased comparison engine allows travelers to read reviews, compare pricing and benefits and buy the right policy with a price guarantee, every time. Compare and buy travel insurance now at

Elliott Advocacy is underwritten by Squaremouth

Squaremouth helps travelers easily and instantly compare travel insurance policies from all major providers. Only companies that meet the strict requirements of Squaremouth’s Zero Complaint Guarantee are available on the website. Compare policies on to save over 70 percent on your next purchase.

Elliott Advocacy is underwritten by Travel Leaders Group

Travel Leaders Group is transforming travel through its progressive approach toward each unique travel experience. Travel Leaders Group assists millions of travelers through its leisure, business and network travel operations under a variety of diversified divisions and brands including All Aboard Travel, Andrew Harper Travel, Colletts Travel, Corporate Travel Services, CruCon Cruise Outlet, Cruise Specialists, Nexion, Protravel International,, Travel Leaders Corporate, Travel Leaders Network and Tzell Travel Group, and its merger with ALTOUR. With more than 7,000 agency locations and 52,000 travel advisors, Travel Leaders Group ranks as one of the industry’s largest retail travel agency companies.

Elliott Advocacy is underwritten by Travelers United

If you’ve been mistreated by the airlines, Travelers United is your voice in Washington. Join the #1 travel advocacy organization working with Congress to improve and protect travelers. Plus, get $400 of annual benefits you can use for travel for only $29/year. Add your voice to ours. Make travel better.  Join today.