Hotels.com
Only partial refund after cancelling within the allowed time frame

I used hotels.com for a hotel reservation in June but had to cancel. I notified the hotel of the cancellation within the time frame set (noon a few days before my scheduled arrival) and was told I would get a full refund through hotels.com (total amount for the full stay had been charged to my Visa upon making the reservation by hotels.com).

I have called hotels.com 5 times since then because I only received a partial refund to my Visa (less the first day's charges). The first time I called, the representative called the hotel directly and reported to me that I had cancelled within the allotted time frame and that hotels.com would refund the first day's charges to my Visa. This did not happen. I called 4 more times over 3 weeks and the call was disconnected by hotels.com with no call-back to the number I had provided.

Many reasons were given why I had not received the refund: I asked to speak to a supervisor and was disconnected. Hotels.com stated that I should receive refund through a different department and it should be refunded to my Visa in next 72 hours. This did not happen. I called twice yesterday and was disconnected both times as well.

I contacted my Visa provider today and disputed the amount.

I will never use hotels.com again.

Company: Hotels.com
Country: USA
Site: hotels.com

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