I recently booked a vacation package through Sam's Club travel. I attempted to cancel my hotel reservation way in advance, which was two months before my departure date. I was told by two reps. That I would be able to cancel the hotel with a $25 penalty fee and without canceling the airfare. However, when I called back to officially cancel the hotel, I was told that I would be unable to cancel the hotel without voiding the entire package. In addition, I would accrue the penalty fees-$225 and loose the $100 gift certificate that I used for this vaca. Package! I spoke to five different reps, including three supervisors who were inefficient, rude, disrespectful and extremely poor customer care skills. I was told that there was nothing that they could do to help me (customer). They would simply cancel the entire vacation package and as a result I would loose my $100 certificate and pay the penalty fees despite being misinformed and the lack of training by these reps. In addition, in trying to solve this matter, I was placed on hold for an extended period of time. I was also informed that I would be receiving a call from upper management to resolve the issue. As of today, I have not received any phone calls from management. I will definitely NOT recommend my relatives and friend to book their vaca. Packages with Sam's Club travel! I am extremely dissatisfied in the manner that I was treated. I will NOT be using Sam's Club travel in the future!
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