I received a gift card for the service for Christmas. I booked a stay, and it indicated that I owed $15 to be charged to my credit card, which was fine. However, they charged the full amount of $165 to my card instead. I had to use the virtual assistant since there was no phone number available. I went through three assistants in two hours without resolving the issue. They kept requesting a screenshot of the gift card, but the chat kept freezing, forcing me to restart. Now, I still have the gift card but am unsure if I can use it.
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