Hotels.com

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Brian's complaint against Hotels.com

Brian Bender

05/05/2019

A company not to be trusted

Complaint against Hotels.com

I booked 1 night in a luxury estancia near Buenos Aires on 30/8/18 via Hotels.com for 28/3/19 - on the explicit assurance from their website that cancellation would be free of charge until a couple of days before the reserved date. My plans changed in March, and I cancelled the reservation on 18/3/19, on the explicit assurance from Hotels.com "chatbot" that I would receive a full refund of US dollars 890. I have received no such refund, and have taken this up with Hotels.com. They are now saying that any refund is up to the hotel in question - ignoring the specific assurances I received from them in August 2018 and on 18/3/19. So I am substantially out of pocket, having believed what they told me previously.

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