Grand Sierra Resort
Hotel Reservation - Cancellation Charges

I made a reservation for December 10 at Grand Sierra Resort, Reno, NV.

The cancellation policy is 48 hour prior to the arrival/check-in time.

So, I called on Tuesday, December 7 at 3.35 PM to CANCEL the reservation. And at the end of the call, I asked the person from reservation to send me the confirmation email for this cancellation.

I have the email which they sent me.

Now, they charged me for not cancelling the reservation.

And I dont have the cancellation number because, i thought I have the confirmation email for my cancellation.

But now it is turned out to be that, when I just called them to ask about those $50 charge on my credit card, they are telling me that, they have not received any call for the cancellation. And the email which I have is the confirmation email and not the cancellation email.

This is completely fraud, the lady on the call today was so rude and was so indifference of the issue/concern i was talking about.

- Summary: It is their problem that they misunderstood me when I called them for cancellation. They did not cancel it, but just sent me the confirmation email for my stay again (which I already had when I reserved it for the first time).

They denied to revert the charges. And so I do not know how to deal from here.

If we can check the call logs and the recorded conversation, it will come out very CLEAR that, I asked for the cancellation on Tuesday December 7, between 3.00 PM to 4.00 PM. (precisely at 3.34 pm) and I called from my office phone, which is 650-846-5195.

Thanks for the help here.

Company: Grand Sierra Resort
Country: USA

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