I had a reservation through a booking platform for a hotel in Times Square. After an unexpected family loss, I sought to cancel my booking for compassionate reasons and submitted an obituary as documentation. Initially, the platform informed me that the hotel denied the refund. When I contacted the hotel directly, they confirmed they canceled the reservation free of charge as a courtesy and would verify this with the booking platform. Despite this, the platform continuously refused to accept responsibility and demanded 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 duty to confirm this with the hotel, not to shift the burden onto a grieving customer. The lack of empathy, poor communication, and reluctance to assist made an already challenging situation significantly worse. This was among the most frustrating and insensitive customer support experiences I have encountered. I would strongly advise others to think twice before booking through this platform, especially if you might need assistance during unforeseen situations.
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