SUBMIT A COMPLAINT

[Resolved] Amoma.combooking and cancellation

5

I wish to make a complaint about the extremely poor information offered at booking regarding cancellations and modifications. I also wish to complain about the extreme difficulty of finding a way to complain as I cannot find an email address to write to directly; hence using this complaints system.
When I booked the hotel with Amoma, there was NO information about the cancellation policy UNTIL you've already paid and booked and then you find that if you have to cancel you do not get a single penny back! The website is extremely difficult to navigate. When you go to the FAQ page and choose " What is the cancellation policy?" The answer given is " The cancellation policy informs you about the various conditions that will apply when you have to cancel a reservation. It depends on the hotel/room. You can find details on the hotel cancellation policy on the payment page. Make sure you check the cancellation policy on AMOMA.com as well as in the confirmation email and voucher which will be sent to you." It is too late to cancel when the confirmation email is sent !!! In the Terms and Conditions it says " Booking conditions
a) – Your booking will become confirmed and final only after receipt of your payment and confirmation is sent by us via an email with your hotel voucher. The booking will be considered confirmed at the time and date AMOMA.com send you the confirmation. However, in the event of a request for booking, our Customer Support team will process your request and your booking will only be confirmed upon receipt of a confirmation and voucher by email from our Customer Support team." So, how can anyone possibly alter a booking because after you've paid and booking is confirmed, you can't cancel it without it costing you the full amount!

  • Amoma.com's response · Oct 05, 2017

    Dear Rachel Byron-Chappel,

    We are committed to offer you the most amazing hotel deals on the market. To make the best price available for you, some of our offers come with special conditions attached.

    Please note that the cancellation and modification policy is always displayed throughout your booking process and – before your booking is completed in the payment page – like shown in the image attached.

    Your Customer Support team

  • Amoma.com's response · Oct 05, 2017

    https://image.ibb.co/g6mwt5/Screen_Shot_2017_05_09_at_12_34_18.png

  • Amoma.com's response · Oct 05, 2017

    https://image.ibb.co/gzGt1G/Screen_Shot_2017_10_05_at_11_09_32.png

  • Resolution Statement

    Customer Service has done everything in their power to resolve the complaint. All attempts to contact the customer have failed. Therefore, the complaint has been annulled and must not be considered where image of the company in question and its services are concerned.

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