I purchased a stay at the Hermitage Hotel Prague in Prague for December 21–25, 2025 through Trip.com with reservation number 1638316824110767. I paid $940 USD with my credit card for this reservation.
Today, when I tried to cancel my reservation, I was told that not a single cent of the amount I paid would be refunded and that no refund could be made due to the cancellation policy. However, at the time of booking, I did not receive any clear and explicit information indicating that there would be such a strict no-refund rule. This was presented to me later in a way that caused hardship.
Additionally, when I tried to reach Trip.com customer service, I encountered only an AI-based system. I could not find a chat or phone line where I could speak to a live customer representative. The customer service numbers provided appeared to be international lines, and I was not able to establish clear communication or fully explain my situation to anyone.
Because the cancellation terms were not transparent and understandable, and because I was unable to effectively reach customer service, I believe I have been unfairly treated. I request that the $940 USD I paid be refunded in full if possible, or at least that a reasonable portion be refunded, and that I be given a clear, written explanation regarding my cancellation process.
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