Francine Russo K.
Resolved
I booked a hotel on the Knot website of which Engine facilitated. Approximately 1 hr later I cancelled reservation and received confirmation of cancellation. After numerous emails and a telephone call 11 business days later I still do not have a refund and my bank has no record of one processing. You cannot speak to a human .. only AI and The Knot is of absolutely no help. This is an awful website, I have no idea why any reputable company would chance ruining their reputation using them. I thank you for taking care of this .. however, my reservation states that it is FULLY REFUNDABLE up until October 14th, 2026 on your letterhead. Upon refund, I will edit my review A huge thank you for taking care of this, my refund has gone through and I appreciate it. I understand that not everything always runs perfectly, and I am happy that we were able to resolve this in a timely manner 
Response from EngineAug 4, 2026
Hey Francine, our MS team (real humans!) did confirm what they saw; you cancelled the reservation immediately. Unfortunately, they also incorrectly assumed you would receive a refund automatically because that is the normal process. However, your reservation was booked as "non-refundable," so no refund was processed per the reservation agreement. We've provided that new team some much needed coaching about checking all details first, then providing an answer. Given the confusion, we've also gone ahead and processed a full refund for you, which will reflect in your account shortly.