I made a reservation over the phone which I thought was directly with the hotel due to the need to request military rates at the Palace Station. I come to find out that it was not a direct booking. 5 days prior to the reservation I requested to cancel and to refund the amount due to military commitments and they refused to refund the amount. Instead they are attempting to issue me a voucher due to what they say is a non-refundable rate originally booked. It should be refunded. The individual who issued the over the phone booking never made mention it was a non-refundable rate, only that it was a government rate. This lack of disclosure of non-refundable rates over the phone during the original booking and subsequently not refunding the amount is borderline fraud. Poor customer service to say the least.
Reply to Briana S.
This review will remain until the refund issue has been resolved. The communication you say is occurring is an email saying a trouble ticket has been started. This is more a stall tactic than actual communication.
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