The reservation was done through Unfortunately, one of my family members got sick before checking in to the hotel and needed to go to the emergency room and was not able to stay at the hotel as they planned. On 07/29/2025 around 5pm I emailed a doctor's note to the hotel they were staying at so the reservation manager knew what was going on. The next day, on 07/30/2025, I emailed Brek the doctor's note first thing in the morning, stating that the customer was not able to stay at the hotel because of medical reasons. Since 07/29/2025, I talked to five different travel representatives, and all of them sounded like computers. They said they would help us and get a refund within 24-48 hours with the doctor's note they received. Everything was so far so good, but from 08/04/2025 to 08/08/25, because we did not receive the refund as they promised, I decided to follow up and call and noticed they were avoiding or not returning my calls, just sending me text messages that they were working on it. On 08/06/2025 I sent them a message and am still waiting for a follow-up phone call as they promised, and they are giving me the runaround that they were waiting for a cancellation letter from the hotel, that the hotel already waived the night, but because it was booked through a third party, I needed to go to Brek, and that's exactly what I did. I'm very disappointed with their professionalism in leaving a customer in limbo and promising something that they did not do. A cancellation letter will not take ten days, especially when you know the travel industry and already talked to the hotel directly, and the hotel was willing to waive and process the refund.
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