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| - I received the worst treatment I've ever experienced from this hotel...and I didn't even stay there!
I booked here a week before heading to Vegas on booking.com because of the hotel's advertised, "Free Cancellation" policy. The policy states that if you cancel at least a day in advanced they will not charge you any cancellation fees. I have family in Vegas, and I wanted to hold this reservation as a backup.
Two days before I arrived in Vegas I decided it would be better to stay with family, so I called the hotel to let them know I wanted to cancel. The person on the phone said they would take care of the changes and I left it at that, not thinking all of this would come back to haunt me.
At midnight on the day I would have stayed at the hotel, I get charged a HUGE no-show fee. I called the hotel to ask why I had been charged. They said three things: (1) there was no record I called, (2) cancellations can only be handled through booking.com, and (3) pretty much I'm out of luck. They showed no concern and tried to just shove me to the booking agency.
I contacted booking.com and the first thing they asked me was if I canceled with the hotel! Now I'm in this endless spiral between two entities that don't communicate with each other well, and I'm out a bunch of money. It's been a week and the best answer they gave me was "we will investigate". No names, no timelines, no reassurance. Terrible policies, rude staff, and in my case you get worse than what you paid for: NOTHING!
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