I had an reservation at Comfort Suites in Lombard Illinois, Through Cheaptickets. On 3/15/06 That morning I received a phone call that a very close family member passed away. I then turned around and called the hotel because that was the only number I had at that time.
I talked with the person at the front desk to explain the situation and I was told that my reservations would be canceled. I then asked several times to confirm that I would not be charged and again I was told NO. I did not worry about it because I was reassured that I would not be charged and I went to be with my family in the time of bereavement. Now that I received my credit card statement I saw that I was charged $99. I would not just throw away a hundred bucks like that if I wasn't reassured.
I called the hotel to talk with the person there 5/16/06 and he told me to contact cheaptickets. I called cheaptickets and talked with Cassie, Cassie called and Frank the person at the hotel is stating that I never called the hotel at all to cancel. What a load. So I was informed to email desputes@cheaptickets. After several emails I was told
11:55 AM 5/17/06 -0500, you wrote:
The problem arises from the fact that you did not call Cheaptickets to cancel as advised in the booking process. Our hands are tied. The only thing Cheaptickets knows for sure is that the hotel charged us. The hotel is the only one who could possibly refund you. The only thing that I tell you is contact the hotel and convince them to refund this reservation. If you have the name of the person you talked to, that will help you plead your case. Other then that advice there is nothing else we can do. I am sorry that I can do so little to help you out.
Disputes
So I called and talked with the hotel, Frank at the Hotel said he could not refund me the money because he charged cheaptickets and cheaptickets charged me. The only way I could get a refund is if cheaptickets call and tell him to refund them and cheaptickets would refund me, Then I replied back to Cheaptickets and did not get a respond till the next day and the email read as follow
At 07:41 AM 5/18/06 -0500, you wrote:
I apologize for not returning this yesterday, but we're swamped. Frankly, I don't have time to spend on a case that we've already won. I may have time next week, so please e-mail again on Monday. I realize that you want your money and I won't blame you if your angry but right now I just don't have time. I will make time Monday. Again, I am sorry for the delay.
Disputes
What a thing to tell to a Customer, So on Monday I sent out a email then Tuesday Then Wed I emailed Custmerservice@cheaptickets and finally a response after getting tossed from person to person phone call to phone call. This was the last thing I got from cheaptickets
Dear Bryant,
As you stated to our customer service, you cancelled this reservation directly with the hotel. You agreed during the booking process that any and all changes or cancellations would be made directly with Cheapticket.com directly. That did not happen.
Understanding this is not the reply you would like to hear, but as the reservation was never cancelled directly with us you will remain 100% liable for the charge and no refunds can or will be issued. Cheaptickets considers this case closed as American Express has found in our favor and in favor of the policies that you agreed to but choose not to follow.
You also originally stated that you did not have our phone number. That is provided on our website under our contact information. This email will terminate further communication regarding this reservation.
Make sure you plan a family members death around your reservations, And make sure you have all contacts for the hotel you are staying at including there parents.
Bryant
Bolingbrook, Illinois
U.S.A.
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