Paid for a Hotel on Your Site, but It Was Closed – Refund Still Not Received
Dear Customer Support,
We booked a Deluxe Room with Balcony through your website for one night (February 15-16) under travel itinerary 73032729735080. However, when we arrived at the hotel, we were shocked to find out that the hotel was out of service, forcing us to cancel our reservation on the spot.
We immediately requested a refund, and on February 17, we received an email stating that the refund had been processed. However, to this day, we have not received our money back.
We need urgent assistance with this issue, as we have been unable to reach customer service and have received no updates. How can you confirm a reservation for a non-operational hotel? Please refund our money immediately and ensure this does not happen to other customers!
Dear customer, Thank you for contacting Hotels.com. The situation you have conveyed to us is currently in the resolution phase. It may take up to 14 business days for the reservation amount to reach your account. Sincerely, Hotels.com
