Extremely unsatisfactory and unempathetic support. I made a reservation through a booking platform for a hotel in Times Square. Following an unexpected family loss, I requested a cancellation on compassionate grounds and provided supporting documentation. Initially, the platform informed me that the hotel denied the refund. After reaching out to the hotel directly, they confirmed the reservation was canceled free of charge as a courtesy and assured me they would verify this with the booking platform. However, the platform repeatedly refused to take responsibility and insisted I provide written proof from the hotel, which is unreasonable since I did not book directly with them. As the booking agent, it is their responsibility to verify this, not to shift the burden onto a grieving customer. The lack of empathy, poor communication, and unwillingness to assist made an already difficult situation much worse. This was one of the most frustrating and insensitive customer support experiences I have faced. I would strongly caution others before booking through this platform, especially if you might need help during unforeseen circumstances.
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