My complaint:
On November 27th I reserved a room on Booking. Com’s website for the Best Western Plus in Deerfield Beach. I reserved it with the understanding that my room was able to be canceled. I gave them my credit card because that was the only way to hold the room. I went through the process. When I got to the point to select your room type. I did not see in small fine print that the particular room I wanted (a double suite was nonrefundable. I reserved the room. I got an email from Booking. Com letting me know my room was reserved and I would get a ation shortly from the hotel. On the front page of Booking. Com it clearly states reservations are refundable.
On November 28th, I spoke with my mother who I am going to see in Florida, and she informed me that she could not have me stay with her due to medical reasons. She still wanted to see me, but I needed to stay in a different location. which was about an hour drive from where the reservation was booked. I immediately went onto Booking. Com’s website and found my booking and went to cancel my reservation. I got an email back ing that my room was cancelled. Shortly after that I got an email from my bank stating there was a 697.00 charge on my credit card for the room. I was confused and immediately sent a message to booking.com and asked why I was charged for a room when I canceled my booking. After further research the woman came back and told me that I booked a non-refundable room, and they can’t refund my money. I was upset so I called customer care at booking.com and explained to the agent what happened. He was very nice and said that they can’t do anything that this is the po9licy of Best Western. He said he would send them an email on my behalf requesting of they would consider refunding the money. They followed up the next day with the response which was no. I than called the manager at Best Western and spoke with Sajan (I think that is the correct spelling) he was very nice and looked into it and said he can’t do anything because once it’s paid for, he can’t refund my money. I asked him if he would allow me to stay at a different location and he said no. The only thing he was willing to do was give me 4 days credit that I could use within the year. I never go to the location I booked so that would be useless. I can’t stay at the hotel. Know I have to lay out money for another hotel that is near where I can stay, and I am still be charged 700. I understand that I did not see the fine print, but I immediately called to correct it. I also think there is something called human empathy. My mom is not well, and she is concerned with me staying with her after I depart from a plane.
Suggested solution:
Give me a full refund of my money or let me stay in another Best Western that is near where I am staying
