Cancellation Policy Different Before And After Purchase
A third-party hotel booking service had this text while making a hotel reservation:
"Cancellation Policy: If you fail to check-in for this reservation, or if you cancel or change this reservation after check-in, you may incur penalty charges at the discretion of the property of up to 100% of the booking value"
After purchase, I got an email that has that text, plus some new text separate from the cancellation policy:
"The room type and rate you've selected is non-refundable. Your reservation can not be cancelled, changed or transferred. Refunds are not allowed."
Sure enough, when I contact the booking service, they won't let me cancel or change (they want to keep my money and start over).
I feel that the cancellation policy provided when purchasing was not clearly non-refundable and not changeable. Am I wrong? I'm getting denied by email and phone with the booking service. Should I try to:
- Contest the charges with the credit card company?
- Small claims court in Miami?
- engage with consumer protection in Florida?
Thanks for your ideas!
Location: Seattle
Booking service is headquartered in Miami area.
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