KM
KELEBOGILE M
1 reviews | Active since Oct 2010
10 Dec 2015, 07:37
Cancellation policy not clear
I booked to stay at Holiday Inn Express in Umhlanga Durban on 17 December and then I had a funeral that prevent me from traveling.<br> I tried to find the full cancellation policy to see if they will penalise me, but all I found was cancellation fees may apply.<br> When I just clicked on the cancel button I now get the message that I am penalised the fee of the whole day of staying at Holiday Inn.<br> This was my first time booking a holiday inn and I will never use it again.<br> No wonder all hotels were fully booked and they were not, it is due to this very terrible service.<br>
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Holiday Inn Express Durban-Umhlanga's replyOfficial
10 Dec 2015, 07:57Hello Zkfc,
We are in receipt of your feedback, and we are very sorry to hear of your loss of a loved one. With regards to your reservation, you will notice, you booked via a third party booking agent, and the terms and conditions regarding the cancellation are in place by the third party booking agent. Your reservation was not made direct with the Hotel, and although we rely out TPI's, we do encourage our guests to book direct with the Hotel. Please be advised, no cancellation fees have been charged by the Hotel for cancelling of your reservation. We are sorry to hear the service received via the third party booking agent, did not meet with your expectations. Should you wish to discuss further, please email us direct on ***
Regards
Bronwyn McLeod - General Manager
We are in receipt of your feedback, and we are very sorry to hear of your loss of a loved one. With regards to your reservation, you will notice, you booked via a third party booking agent, and the terms and conditions regarding the cancellation are in place by the third party booking agent. Your reservation was not made direct with the Hotel, and although we rely out TPI's, we do encourage our guests to book direct with the Hotel. Please be advised, no cancellation fees have been charged by the Hotel for cancelling of your reservation. We are sorry to hear the service received via the third party booking agent, did not meet with your expectations. Should you wish to discuss further, please email us direct on ***
Regards
Bronwyn McLeod - General Manager
Holiday Inn Express Durban-Umhlanga's reply10 Dec 2015, 07:57
Official
Hello Zkfc,
We are in receipt of your feedback, and we are very sorry to hear of your loss of a loved one. With regards to your reservation, you will notice, you booked via a third party booking agent, and the terms and conditions regarding the cancellation are in place by the third party booking agent. Your reservation was not made direct with the Hotel, and although we rely out TPI's, we do encourage our guests to book direct with the Hotel. Please be advised, no cancellation fees have been charged by the Hotel for cancelling of your reservation. We are sorry to hear the service received via the third party booking agent, did not meet with your expectations. Should you wish to discuss further, please email us direct on ***
Regards
Bronwyn McLeod - General Manager
We are in receipt of your feedback, and we are very sorry to hear of your loss of a loved one. With regards to your reservation, you will notice, you booked via a third party booking agent, and the terms and conditions regarding the cancellation are in place by the third party booking agent. Your reservation was not made direct with the Hotel, and although we rely out TPI's, we do encourage our guests to book direct with the Hotel. Please be advised, no cancellation fees have been charged by the Hotel for cancelling of your reservation. We are sorry to hear the service received via the third party booking agent, did not meet with your expectations. Should you wish to discuss further, please email us direct on ***
Regards
Bronwyn McLeod - General Manager