I made an online hotel booking on November 16 prepaying for Feb 4-7 2004 (4 nights) at $1622 incl "taxes and fees".
On Jan 6 I found that I had move the dates, and called Travelocity to check the conditions. After an hour of being on hold from South America, I was told that as long as it was MORE than 72 hours prior to checkin, I would ONLY be charged $25.
Jan 16 (3 weeks before checkin date) I called to make the change (to Feb 3-6). After spending another hour on hold, I was told they could not change the booking. They would have to cancel the booking and make a new reservation and I would be charged $25. I explained that I didn't want to cancel, just change the dates. The call centre operator cancelled the original and told me "the system" would not accept a new reservation. So now I have no reservation. Then she tells me "the system" has charged me $405.51 (1 night room rate) plus $25 cancellation fee.
Travelocity refunded $1191 to my Visa card.
THEIR conditions as emailed to me stated:
Any changes to or cancellation of a GoodBuy reservation will result in cancellation or change fees ranging from a minimum of USD 25.00 to the total amount of your stay.
All cancellations or changes will incur a USD 25.00 fee.
Cancellations or changes occurring within 72 hours of 12:01 am (Central Time) on the day of check-in are subject to a 1 night Room Tax charge in addition to the USD 25.00 fee.
Cancellations or changes made after check-in are subject to a 100% charge.
No other conditions were sent to me.
When I queried this I was told to refer to the first point, with the inference that this gives Travelocity the right to charge up to 100% under any circumstances. They have also lied by alleging (a) this is hotel chain policy, not theirs and (b) the hotel charged the penalty. Both claims are hotly denied by Sheraton's holding company. Then Travelocity retracted the claim that the hotel charged the fee. I am still trying to get a refund (not easy especially if you don't live in the USA).
Draw your own conclusions. The conditions are clearly stated. The first is not intended to be a coverall and to create loopholes in what is simple English. Or is it? BEWARE!
Dave
Camps Bay
South Africa
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