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Review by Vodek Hakunandaba2 years ago
Went through Trivago and got to hitleposer.com. Booked a hotel in NYC on 1/5/2019. Our plans changed and on the same day I tired to cancel and their system would not allow it. As their call center was closed I immediately sent an email. They did not return my email or call after multiple requests. I did contact their call center and they refused to cancel my reservation. And indicated I had to do this on their website... which still said not able to cancel due to error.!!
I called the hotel directly. They did have my reservation and said there was no problem canceling as long as it was done within 2 days of arrival ( March 22 is still far away). I sent another email to the company stating this. Further I stated I would contact my bank, the Better business bureau, and travel sites with reviews. Amazingly in received a call from a very nice guy, Milan, who really took initiative to resolve this situation. He did contact the hotel and I did get an email stating that I would receive a full refund within 5 - 10 business days. That is pending as of this review.
So the bottom line, they did have the best rate and my reservation was confirmed and correct with the hotel. And, the communication and customer service fell painfully below my minimum expectations.