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CB Travel and Vacations Review of Hotels.com and Garden City
Hotels.com and Garden City

Hotels.com and Garden City review: Hotel - [protected]

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3:06 pm EDT
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Hi, I recently made a reservation with Garden City Hotel. I have been trying to cancel and dispute the policy on the booking page. upon reserving my booking for this hotel at no point did I see anything that states I would be charged 20% for wanting to cancel, otherwise I wouldn't have NOT gone ahead with my reservation. however I still need to cancel this booking due to a change in circumstances, and this is what I tried to explain to one of your agents the very next day after reserving; that I would like to cancel my reservation without incurring a fee. I mentioned that I did not see this information of 20% charge until after I reserved the hotel.

I spoke to a few different agents the next day, who advised me to wait 72 hours for a response. at the time they did try to contact the hotel for me regarding my concern, and I was told the reservation team were not available as it was over the weekend. I was advised by another agent when querying the cancellation policy, that the hotel itself were having technical issues at the time and that's why their policy has now changed.

So initially that means that there wasn't a policy to begin with? not to mention the fact I have waited 72 hours myself to chase up today for an answer on cancelling and receiving a refund, no one from your team had got got back to me as promised. I had to message your team today, to find out the policy still stands nothing was looked into.

I also have been charged £23.91 prior? and my booking is still there and not cancelled. again this does not state this upon reserving this hotel. when I go back on the page I can now see it states the following 'Cancellation policy

If you change or cancel this booking, you’ll be charged a 20% fee.

We’re unable to refund any payment for no-shows or early check-out. it does.

baring in mind I only saw this notice after reserving it does not state anything about money being taken prior either?

Please can you get back to me with a response to my dispute as soon as possible, I am requesting a full refund and a free cancellation due to wrong and misleading information from your team and also from the hotel itself.

Desired outcome: Please can you get back to me with a response to my dispute as soon as possible, i am requesting a full refund and a free cancellation due to wrong and misleading information from your team and also from the hotel itself.

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