Thank you for your review. As an independent online booking company we purchase our inventory from multiple hotel partners and suppliers. This inventory has had all terms, conditions, pricing, and cancellation policies dictated by the hotel at the time they sold this inventory off to third party booking agencies such as ours. When a booking is finalized full payment is forwarded to the hotel to secure the reservation for the consumer. For a refund to be authorized on a non-refundable booking, we must contact our hotel partners who will reach out to the supplier and they will in turn verify if the hotel property, who collected the full payment, agrees to authorize a penalty waiver and refund back to the consumer. When the hotel property denies a request for a penalty waiver and chooses to stick to the policies that they have dictated for the reservation, we are contractually bound to comply with their decision regarding the terms and conditions. We apologize for the unfavorable resolution.
Thank you for your review. As an independent online booking company we purchase our inventory from multiple hotel partners and suppliers. This inventory has had all terms, conditions, pricing, and cancellation policies dictated by the hotel at the time they sold this inventory off to third party booking agencies such as ours. When a booking is finalized full payment is forwarded to the hotel to secure the reservation for the consumer. For a refund to be authorized on a non-refundable booking, we must contact our hotel partners who will reach out to the supplier and they will in turn verify if the hotel property, who collected the full payment, agrees to authorize a penalty waiver and refund back to the consumer. When the hotel property denies a request for a penalty waiver and chooses to stick to the policies that they have dictated for the reservation, we are contractually bound to comply with their decision regarding the terms and conditions. We apologize for the unfavorable resolution.