tina J.
Reservation canceled despite my explicit instructions
I booked a Comfort Suites room through ReservationsCenter.com and was charged $211.22. After booking, I discovered approximately $52 in additional fees that I did not believe had been clearly disclosed before I completed the purchase. When I called Reservations Center on September 12 to dispute those fees, the representative told me that the hotel would have to approve a refund and that the reservation would need to be canceled. I repeatedly stated that I did not want the reservation canceled unless I received a 100% refund. The representative eventually hung up without resolving the issue. Reservations Center later emailed me that it was contacting the hotel about waiving the cancellation penalties. On September 19, it specifically told me that the reservation “remain as it is.” A September 21 email said the penalty waiver was denied, but it never said that my reservation had been canceled. When I contacted Comfort Suites directly on October 7, the hotel told me that the reservation had actually been canceled by telephone on September 12. I did not make or authorize that cancellation. Reservations Center later provided the hotel confirmation number without disclosing that it belonged to the canceled reservation. I never received a cancellation notice or a full refund. Because I no longer had a room, I had to book and pay for another hotel. I have disputed the full charge with my credit-card issuer and filed consumer complaints. Based on my experience, I recommend booking directly with the hotel and carefully reviewing every charge before completing a purchase.