I'm glad I'm not alone on this. Here's my experience: On 04/03/07 at approximately 12:00pm I reserved a hotel stay with Dawanda, a travel coordinator for Attractions Wholesale Travel in the amount of $353.75, which included a 4 days/3 nights stay at a Days Inn hotel with two Disney Park tickets. I gave her my credit card number and she informed me that she would email me further information including paperwork that needed to be signed to complete the transaction. Within the following 2 hrs I had to cancel the reservation due to unseen circumstances and called Dawanda to let her know that I would not be able to make the trip. She transferred me to another department without informing me (I still don't know what department that was) and spoke with a lady that told me that I would still be charged the full amount of the trip because when I made the reservation, it was a "no cancellation, no refund" reservation; something that was not explained to me in any way, shape, or form. She told me that Dawana had informed her that she had explained the cancellation policy to me which is a blatant lie and that she could not rely on 'he said, she said' because she was not present while Dawana and I had the conversation. She then transferred me back to Dawana because she would be the only one that could do something for me. Upon speaking with Dawana once more, she said that someone had to pay for that trip, either her or me, and it wasn't going to be her (nice customer service!) I told her that she had never explained the cancellation policy. Her response: "I shouldn't have to." And because the reservation was made so close to the travel date, it should have been assumed that there could be no cancellation and that once the deal was made "it was etched in stone." Basically, no going back.
Dawana said that the paperwork emailed to me explained that. But how was I to know, if this was something that was sent to me after the fact; customers should be informed of this before the reservation is made. I never sent them the 'Vacation Order Verification' form or the 'Credit Card Authorization' form received in their email, which required my signature and are needed to complete the transaction for me to be able to get a confirmation with all the trip details (without those signed papers the trip information is not given). I was told that these papers are just a technicality but, if that is the case, why are they required for customers to be able to get their vacation confirmation. Basically, we are obligated to sign this stuff to be able to take our trip, which sounds like a binding contract once they receive the signed documents. Since I never sent any papers to them to seal the deal, why should I be held liable? I asked Dawanda why they don't explain these things to their customers beforehand and she said, "They shouldn't have to." After a long period of being put on hold, Dawanda eventually came back and said that the trip would be cancelled but that I would still be held liable for charges, but she was not sure how much I would have to pay; that she would have to get that information from the cancellation department. She called me back at 5:36pm stating that the amount I would be charged is $25 from her company and $97.50 from the booking agent. Who is the booking agent??? We are made to believe that Attractions Wholesale Travel does the deal directly with the hotel.
The reason I don't dispute the $25 charged by this company (Attractions Wholesale Travel) is that on the paperwork they emailed me, it stated that there would be a "$25 cancellation fee regardless of reason" which I have no issue paying. It's the $97.50 that I should not have to pay because of the misconception about their cancellation policy. If they don't feel that they should explain the policy, at least they should make it easily and readily available on their website.