I wanted to cancel * rooms starting on Tues, **** at Marlinton Motor Inn, Marlington, W...
GetHuman1157843's customer service issue with Hotels.com from September 2018
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The issue in GetHuman1157843's own words
I wanted to cancel * rooms starting on Tues, **** at Marlinton Motor Inn, Marlington, WV because of weather. I called the hotel at about *** PM on Mon, ****. The clerk told me that I had to call hotels.com. I went online at about *** PM and found that there was a ** minute wait. I decided to use the "skip waiting on hold" feature and entered my phone number (*******-****). I received an online message asking me to enter the *-digit number that had been sent to me. I had received no such number. I entered the system again and repeated the request. Again, I received no *-digit number. After eating dinner, I went online again and found that I could cancel without speaking to anyone. I canceled the reservation (*************) and cenceled both rooms. However, I note that since the transaction occurred after * PM (ET), I am to be charged a cancellation fee for each room. Please note: I have manually rebooked the trip for the following week (reservation *************). After this episode, I now have a better idea of how to deal with such situations in the future. Given that I acted in good faith and have booked the same rooms for a later date, I do not believe that I should be charged the cancellation fee. Please contact me to clarify that the cancellation fee will be waived. Thank you. Dale Hartnett
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