I booked with a travel service for the first time in 2025 and was initially pleased with the booking process, enjoying the flexibility to select my own hotels. I chose not to book tours with them due to the lack of reviews. Everything went smoothly until I reached Florence, three days into my trip. Upon arrival, the hotel had no record of my reservation and claimed it had been cancelled. Due to the time difference, I was unable to reach the service to clarify the situation. Finding myself in Florence during peak season on a weekend, I quickly booked a new hotel online, assuming the service would reimburse me for the hotel I had already paid for upon my return. Just two minutes after securing the non-refundable new hotel, my original hotel contacted me, stating they found my reservation under a different booking number than the one given to me. I was relieved as the original hotel was superior, but unfortunately, the new hotel refused to refund me for the non-refundable nights, despite my booking being made only 15 minutes earlier. Upon returning home, I reached out to the service regarding this issue. Three months later, I've only received updates that they are “researching” my case and in touch with the original hotel. By now, I doubt the original hotel even remembers what happened, and I am likely losing $800 due to the incorrect information provided by the service and their lack of assistance. I'm disappointed, as I had hoped my positive booking experience would carry through the entire trip.
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