On May 17, I came across the number to hotelmode.com as I was looking to book a Vegas trip for the end of July. I spoke to John who provided me with a reasonable quote for a two nights stay (July 27-July 29) at the Cosmopolitan Las Vegas. I decided to book the trip in which John went forth with informing me of the cancellation policy of no penalty if canceling 7 days prior to the reservation. I then gave John my credit card information and no other conversations were had regarding policy. Later that night, I came across a cheaper price than the $1400 I was quoted. It was that same night, two and a half moths prior to my reservation, that I emailed hotelmode.com stating that I would like to cancel my reservation for a refund. I then begin to receive harassing phone calls from a lady named Jacqui. Jacqui angrily stated that she would not provide me with a refund but a credit. I kindly told her that I was never informed of this policy by John. She then stated that the policy is written on the credit voucher that's issued AFTER the purchase. I informed her that it was not ok to tell a customer a policy after the fact. She then says, "it's 11pm in New York, are you canceling or what?" Appalled by the service I received, I asked to speak to a manager, she then informs me she is the manager. I then asked to speak to someone above her, she then said that there isn't anyone above her. I asked her if she was the owner, she then responds, "I'm something like that". I then told her that even more so I would not like a credit so that I would never have to be treated by her like this again... That's not the way you treat a customer! The call was then ended.
So basically, I'm simply requesting a refund and not a credit.
A $1400 credit is ridiculous and I assure you that I would have never booked if I would've been informed of such policy prior to booking!!!
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