I recently booked the Napa valley wine lodge for ****-**. My step daughter ended up bei...

GetHuman-tzytkosk's customer service issue with Hotels.com from September 2018

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The issue in GetHuman-tzytkosk's own words
I recently booked the Napa valley wine lodge for ****-**. My step daughter ended up being admitted to the hospital and I was forced to cancel the booking Unfortunately because of the timing I was unable to cancel until *******. I called the hotel first and they said you need to do it through hotels.com. I then called one of your customer service people and appealed for mercy on a refund based on the fact that it was a medical emergency. This call took place ** hours before my earliest available check in time. Your lady was very nice and took my cancellation and said she would appeal for me to get a refund based on the medical emergency. She told me to watch my email. I heard nothing and called back ** hours later and spoke to a gentleman at hotels who then told me I needed to give it ** hours. I waited another * days and saw nothing and called again. The man who dealt with me this time really couldn’t find much info but then put me on hold and when he came back he basically blamed the property ie the Napa valley lodge for denying a refund and that it was because of me being a no show this weekend. I inquired as to what he meant by me being a no show and asked him if in fact hotels.com had done their job and had cancelled my reservation. He hem hawed, but finally implied that they had called and cancelled it on Thursday. I didn’t believe him and I called the hotel to ask if anyone had cancelled the hotel. They said no one had called them. So I was told on **** by your rep that they were going to appeal for a refund for me and now I find out that absolutely nothing was done. If you had called the hotel they would have at least had the chance to rebook which in the Napa valley is never a problem. Instead because nothing was done I not only had the stress of dealing with my very sick step daughter but I also now lost over $***. I have done quite a bit of business through you guys and find that the dishonesty combined with lack of empathy is extremely disappointing. I would like someone in authority to call me at ***-***-**** to explain this to me and what can be done to make it right. My confirmation number was ************. When I called your rep Thursday morning she gave a case number of s*********. I look forward to your call.
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Hotels.com

Customer service issue
Reported by GetHuman-tzytkosk
Sep 19th, 2018 - 6 mons ago
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GetHuman-tzytkosk started working on this issue
Sep 19th, 2018 1:00am