DEAR TRAVEL TROUBLESHOOTER: I pay as you go for 2 nights in a lodge via Reserving.com. However once I arrived, an worker mentioned their affirmation system was down, and there was no file of the reservation or a capability to just accept any reservations from Reserving.com. So, I used to be unable to make use of this reservation.
I instantly contacted Reserving.com and requested for a refund. The corporate requested for details about my reservation, which I despatched. It’s been weeks since I requested for my a refund, and I’ve repeatedly requested Reserving.com about my refund. Nobody is answering. Are you able to assist me get my $125 again?
— Justin Baribeau, Wickliffe, Ohio
ANSWER: It’s best to have obtained an instantaneous refund from Reserving.com — not a runaround.
I checked with Reserving.com, and it says it skilled a system error if you tried to examine in. Which means that the lodge couldn’t see your reservation and couldn’t settle for any new reservations from Reserving.com, so calling the corporate and asking it to assist wouldn’t have labored.
However your case brings up a query my advocacy crew and I get every so often: “What do you do in case your lodge ‘loses’ your reservation?” If it’s a direct reserving, it’s worthwhile to resolve it with the lodge proper then and there. And happily, this nearly at all times works.
If you happen to made the reservation via a 3rd celebration, like a journey agent or a web-based journey web site, you’ll must lean on them to make this proper. I’d have phoned Reserving.com instantly and requested it to seek out you a distinct lodge on the identical charge. It may (and will) have achieved this.
It appears such as you took issues into your individual arms when the lodge fell via and located in a single day lodging by yourself. That is tremendous, however Reserving.com nonetheless ought to have refunded you rapidly. I reviewed the paper path between you and the corporate, and it appears prefer it wished you to fill out a lot of types and watch for a solution. Come on! The refund ought to have been automated and instant.
If this ever occurs to you once more, you’ll need to enchantment to one of many Reserving.com govt contacts I publish on my shopper advocacy web site, Elliott.org. Bear in mind to maintain an intensive file of your communication in writing to keep away from any misunderstandings.
I contacted Reserving.com in your behalf. The corporate investigated your reservation downside and acknowledged that it was “resulting from a system error.” However the consultant additionally steered that Reserving.com might need been capable of repair the issue sooner.
“As at all times, we encourage clients to achieve out to us to handle any of their reserving questions or issues,” she added.
Christopher Elliott is the founding father of Elliott Advocacy, a nonprofit group that helps customers remedy their issues. E mail him at chris@elliott.org or get assist by contacting him at elliottadvocacy.org/assist/.(c) 2025 Christopher ElliottDistributed by King Options Syndicate, Inc.
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