Why is the Hard Rock Hotel making it so hard to get a refund?

Jessica Oelcher booked a stay at the Hard Rock Hotel in Cancún. She had to cancel the trip and was told that her $1,900 prepayment was refundable, less a $600 penalty. But, she didn’t receive the refund. Can we help her obtain her refund from the Hard Rock Hotel?

Question: I had an all-inclusive vacation booked at the Hard Rock Hotel in Cancún. I had to book it through a specific wedding block that was facilitated by a travel agent. Four months before the trip, I paid in full with a MasterCard debit card. I couldn’t make the trip and called the hotel to cancel. The hotel told me that because it was booked through a travel agent, it would have to be canceled through the agent.

I tried multiple times to reach the agent. After several attempts, I finally got a reply. The agent said that a refund would take between 30 and 60 days because it’s a foreign transaction. But, my bank told me that doesn’t have any impact on the refund. The bank also said that there is a 60-day limit to dispute the charge, and I was outside of that time frame. It is now day 52, I have not received my refund and the agent will not answer me. Can you help me obtain my $1,300 refund from Hard Rock?– Jessica Oelcher, Bayport, N.Y.

Answer: How frustrating to pay for the service of a travel agent, and not get the service you paid for. Not only did your travel agent fail to follow up with Hard Rock to inquire about the delay with your refund, she didn’t even respond to you when you asked her about the delay.

By the time our advocates became involved, it was day 57 and still, no refund and no response from your travel agent.

Prior to asking our advocates for help, you could have posted your question to our help forums, which are staffed by travel industry experts, and often read by company executives. Our forum advocates may have had helpful suggestions for you. Or, you could have tried to contact the hotel directly. The Cancún Hard Rock Hotel website has a contact us section that provides information for sending inquiries by mail, email and telephone.

Our advocates contacted Cancún Hard Rock Hotel on your behalf. A hotel representative said that too much time had passed for it to issue a refund to the card. The representative sent you a form to fill out so that the hotel could wire the funds to you, or send you a check. You emailed the completed form to the Cancún Hard Rock Hotel, and it’s sending you a check. We’re happy that we were able to help you obtain your refund.

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