New York New York Review

I had called what I thought was the reservation dept of a hotel and made reservations thru thm. They lied whan I asked about AAA discounts said there were none availabe at my time of stay. Verbally promised me balcony with a mountain view, When I receved the confirmation( Still beleiving I was speaking to the hotel) It did not have a Balcony on the confirmation. At that time I realized that this was booked thru a third party company and they had charged an additional $15,00 Service Fee. My credit card was charged that same day. On the confirmation it said that the servce free was non refundabe. Receiving this confirmation was the first I heard about this service free and the refund policy. When I called the CustomerService dept. I soke to a person Angelia and then I was left on hold for 40 minutes listening to music. when I hung up and called back I spoke with another person who assured me that it was a Mountain view. I asked if another confirmation could be sent and was told that it was noted in the reservation. I ssked to speak to a manger and was told they were all busy and someone w9uld call me back… which I knew would not happen so I asked to remain on the line until someone became availabe. I was on hold for about 15 minutes when they disconnected me. I was getting so frustrated with them that I called the hotel directly. Spoke to the manager there and was told that this particular company misrepresentes them selves and makes themselves apprear to be affilatedwith the hotel. Even their website looked official as the hotel site. When the Hotel looked up my reservation it was for a Standard view with a note that we requested a Mountain view. which made no difference to the hotel we would still get a standard view. Which was ten dollars more a nite. and no AAA discount So the hotel made good and upgraded us to the moutain view for 15 dollars instead of 30 dollars since we alredy paid them a Service fee. So lesson learned here.. Always confirm that you are speaking directly with the hotel whan calling even if you think you are. I thought they were only taking my cc to hold the room. Had I known I was not dealing with the physical hotel location, I would not have reserved thru them. Very deceptive and unhonest business practices on RESERVATION.COM part

FLORIDA United States

855 516 1090


Hotel Reservations, Travel Companies, Travel Services

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