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Otel.com Complaint - Cancellation policy borders on FRAUD
Otel.com Complaint

Otel.com Complaint


Cancellation policy borders on FRAUD

Otel.com %u2019s 'cancellation policy' is going to run them out of business, as I will never again, and will advise all my friends, not to use otel.com, for the following reasons:
%u2022 When searching for a hotel, your policy does not appear on the page but one has to dig for it under "Customer Service" and only by Searching for "cancellation policy"
%u2022 Even then, the visitor is left in ambiguity: What is your cancellation policy?
We don't have a cancellation policy, but the hotel you booked does. You'll see their policy on the hotel's details page under "Hotel description" and "Book it". Once you've booked a room, the policy... http://service.hotels.com/app/answers/list/theme/standard/kw/cancelation%20policy/sno/1/search/1/session/L3RpbWUvMTQxMDM3Mjg1OS9zaWQvUXdOX2wzMm0%3D
%u2022 Yet this is your response when I asked to cancel a reservation after a serious personal injury:
%u201CThis is to confirm the cancellation of your reservation O2-78431713.
As per the Cancellations Policy:
3. Cancellations made between 07 September 2014 and 12 September 2014 12:00 noon destination time will be assessed 100% of the total stay amount as a no show fee.
%u2022 I called the hotel and they were shocked that you had confiscated the whole amount.
%u2022 Even though I mentioned I had a serious mishap and had to cancel, your phone responder turned a deaf ear despite your online statement: Can I cancel my hotel booking if there%u2019s been an emergency?
We understand that sometimes plans need to be changed at short notice. We don't charge for this, but each hotel has its own policy that we're required to uphold. You can find your hotel's" yet the hotel was much more sympathetic.
%u2022 It is only after you pay and get the voucher that you see for the first time the fine print of the cancelation policy. This borders on fraud.

I recommend that you change the title of your tab "Customer Service" to "Customer Dis-service".

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