Complaints

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We thought we booked a reservation thru the Wyndham Garden York hotel for 9-21-23 thru 9-25-23 Confirmation Number: **********. We need to cancel the reservation due to a medical emergency. When we called the hotel they told us could not cancel the reservation as we booked thru a 3rd party which we had not idea a this 3rd party represented themselves as the hotel and never notified us they were a 3rd party agency. I stood on hold for 3.5 hours to try to cancel the reservation due to an Medical emergency and could not make the trip. The refused to cancel the reservation said it was not cancelable due to any reason. I called the hotel whom would honor the cancellation but would need the 3rd party to call them to cancel. Called 3rd party again whom changed their name from *********** ***** to ***** ****** when transferring me to a dfferent #.. they would not call the hotel. They said Hotel needed to email them the approval to cancel. Which the Hotel finally did that but said it was odd they would not contact them direct. The emails were sent for the approvals via emails addres *********** Support to a ******** whom ask us to confirm the Free Cancellation: case # ****** which we did this on 9-22-93 and asked for our money to be refunded. We have heard nothing. We emailed 4 times, no response. we called today ###-###-#### and was on hold for 2.5 hours only to be told they could not help us. We asked again for this to be escalated to a supervisor or ******** but would not transferr us and would not give us a direct # could only go thru them and they would have some one call in 24-48 hrs. We told this person that is what they said last week and we wanted this resolved now. Refused to help. This has been a never ending circle of being on hold and getting the same run around from the 3rd party and hotel. The hotel said this 3 party lied about being a representative of the hotel. I think this company should but shut down.

  Business response

  11/27/2023

  To whom this may concern,

  While we sympathize with this individual and their complaint, we do not feel that this complaint is intended nor directed toward our Hotel/Business, but rather the Third Party Vendor. From what the customer states in their complaint there are many reasons to defend the notation that this is a complaint towards the Third Party Vendor. The conformation number stated by the customer "**********" does not match the HOTEL Conformation Number standard (see attachment). The next would be that the customer themselves mentioned that they booked through a Third Party; while they may have not realized that at the time of the initial booking, the customer later does realize and even makes contact with the Third Party about their refund. 

  When the customer finally called the HOTEL to make the cancelation, not only did the HOTEL make the effort to honor the cancelation (see attached) but we also directed the guest on the proper way to contact with the Third Party, "I called the hotel whom would honor the cancellation but would need the 3rd party to call them to cancel." The guest then mentions in their complaint that they contacted the Third Party another 4 times in reference to their refund and mentions the Third Party Vendor by name "*********** *******" and called them at "**************" where as we can validate that is not the HOTEL business phone number. Matter of fact, when attempting to dial the number mentioned directly from the guest, it is an invalid number.

  All in all, the hotel had done everything in its power to accommodate the guest at our fullest extent. While we once again sympathize with the guest, this is not an issue with the HOTEL but rather the Third Party Vendor--Super Travel. We would consider the matter resolved and resolved in a sufficient matter and time in the HOTEL's actions. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩