Booked reservations for Rosen Shingle Creek in June for 2 nights, got a great $99.00 rate. My card was charged immediately upon booking which was as expected. I attempted to add 3 additional nights but the rate had gone up to $200.00 per night. Since I could not get the same deal, I booked the Hilton on Expedia for about the same $99.00 rate, and used the bookit.com online form and canceled my reservation knowing that I would be charged a $19.95 cancelation penalty. I immediately received a cancelation confirmation and waited for my refund. I canceled on 04/30 and watched my account to see the refund posted. On 05/06 since I still had seen a refund posted I called them and the lady was very nice and said that the refund was being processed after waiting for the hotel to process the refund and would be posted the next day (Friday 05/07) Checked my account again on Monday 05/10 and still no refund, so I sent an email to their customer care email address, with no response. I called on Tuesday 05/11 and was sent to voicemail. I sent another email on Wednesday 05/12 and go figure, no reply whatsoever. I actually called Rosen Shingle Creek to verify that my reservation had been canceled with them, and they said that it had been canceled and I asked what the hold up was with refunding the money. The agent at Rosen Shingle Creek looked at the reservation and kind of let out a sad sigh and said "You used bookit.com" and I said yes. She said that the reservation had been canceled in their system and that they had nothing to do with charging my card, I pay bookit.com directly and they pay the hotel once my stay is complete, that the hotel had received no money from bookit.com, so there was no way that bookit.com was waiting on them to release the refund. Needless to say the agent at Rosen Shingle Creek was very helpfull, but did seem like this was not the first complaint that she had received about bookit.com and before ending the call she did recccomend calling the hotel directly to book in the future and told me that they can match any online price that I find and actually guarantee that they will beat that price. I work in the travel industry and deal with priceline, orbitz, expedia etc. Each and every day. I was happy I found bookit.com and what was a great price, but after dealing with them and their horrendous customer service I would stay away from this company. I know mistakes happen and I am all for supporting the "little guy's" but based on the overwhelming number of complaints you would think that this company would get it's act together since everyone seems to have the same complaints. For some reason they blame the hotels for "Having to release he refund" when the hotel has not charged your credit card, bookit.com does.
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