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Beware of Vivastay, they have poor cancellation policies and even worse customer service. I booked with Vivastay and needed to cancel. Their cancellation policy states a minimum of one night. One night is standard in the hotel industry. However, they charged me 2 of the 3 nights I booked. They offered no explanation or reason why it was more than the minimum. Even worse, they sent me an email stating that I had 3 hours to respond to accept the 2 nights penalty - or they would charge me for all 3 nights! What if I was away from my computer during this time? I already emailed to cancel the reservation... and they would have charged me all 3 nights. Unbelievable.
After contacting the company, they didn't care one way or the other. They stated in an email to me "understand that we have provided the service you have bought and it is your choice to cancel." I know it is my choice. But why more than the minimum? I imagine just because they want to make money. Good luck with that business model.
Very poor CS - stay away from VivaStay.
We had the exact same thing happen to us! We booked The Luxor Hotel in Vegas through Vivastay and they told us our room had been cancelled when we arrived! My credit card company say that because we booked in January last year, too much time has elapsed for them to issue us with a refund. Does anyone have any advice about how to get your money back (if, at all, we can) from these scammers? My email is
We also booked in advance for five nights in Flamingo Las Vegas with Vivastay. When we arrived at hotel to check in, we were told that it was cancelled. we told them that we did not cancelled the booking but we were told that Vivastay cancelled. We had to pay again & the cost was 3 times as much. When we got back from our hollidays we Email Vivastay but did not respond. I think it is a scan & will stay away from them.
We also had our hotel cancelled in las vagas after paying vistastay. The money was not past on to the hotel and the booking was cancelled . We are now trying to find out who we can contact to rectify this. Has anyone been in the same position and know someone to contact. If so please email me on carolmilwain@hotmail.com
I had something very similar for a Denver Hotel, 22 March thru 25 March 2015.
I turned up to my hotel on 11th March 2015 to find that Vivastay had " cancelled the booking" . I booked and paid in advance for the two nights =£142. Upon investigation it turns out that Vivastay had not sent my payments to Tourico, who are wholesalers of hotel rooms and their system auto cancelled the room booking as no monies received. I tried to contact Vivastay ( www.vivastay.com) and their website say " unable to take any reservations". Telephone call are routed to an answering machine. Email sent remains unanswered. Looks like i may loose my monies! Am in discussion with my credit card company to obtain refund. STAY WELL CLEAR OF VIVASTAY!
I made a very different and positive experience. Due to a wrong link on trivago, I booked the wrong Hotel with vivastay. After reporting that mistake, vivastay fully refunded me and offered a discount for future booking due to the inconvenience. Very nice, fast and customer-focussed service.
Recommendable!