DEAR TRAVEL TROUBLESHOOTER: I pay as you go for 2 nights in a lodge by means of Reserving.com. However after I arrived, an worker stated their affirmation system was down, and there was no file of the reservation or a capability to just accept any reservations from Reserving.com. So, I used to be unable to make use of this reservation.Christopher Elliott, the Journey Troubleshooter
I instantly contacted Reserving.com and requested for a refund. The corporate requested for details about my reservation, which I despatched. It’s been weeks since I requested for my a reimbursement, and I’ve repeatedly requested Reserving.com about my refund. Nobody is answering. Are you able to assist me get my $125 again?
— Justin Baribeau, Wickliffe, Ohio
ANSWER: You must have acquired a right away refund from Reserving.com — not a runaround.
I checked with Reserving.com, and it says it skilled a system error if you tried to examine in. Which means that the lodge couldn’t see your reservation and couldn’t settle for any new reservations from Reserving.com, so calling the corporate and asking it to assist wouldn’t have labored.
However your case brings up a query my advocacy crew and I get on occasion: “What do you do if your hotel ‘loses’ your reservation?” If it’s a direct reserving, you’ll want to resolve it with the lodge proper then and there. And luckily, this virtually at all times works.
If you happen to made the reservation by means of a 3rd occasion, like a journey agent or a web-based journey web site, you’ll must lean on them to make this proper. I’d have phoned Reserving.com instantly and requested it to seek out you a special lodge on the similar fee. It may (and may) have accomplished this.
It appears to be like such as you took issues into your individual palms when the lodge fell by means of and located in a single day lodging by yourself. That is nice, however Reserving.com nonetheless ought to have refunded you shortly. I reviewed the paper path between you and the corporate, and it appears to be like prefer it wished you to fill out plenty of varieties and watch for a solution. Come on! The refund ought to have been computerized and speedy.
If this ever occurs to you once more, you’ll wish to attraction to one of many Reserving.com govt contacts I publish on my client advocacy web site, Elliott.org. Bear in mind to maintain a radical file of your communication in writing to keep away from any misunderstandings.
I contacted Reserving.com in your behalf. The corporate investigated your reservation drawback and acknowledged that it was “due to a system error.” However the consultant additionally instructed that Reserving.com might need been in a position to repair the issue sooner.
“As always, we encourage customers to reach out to us to address any of their booking questions or concerns,” she added.
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