I made a booking on line which was straight forward. However I rung the next day to see if I could change to a family room, as babysitter problems. I was placed on hold for ten minutes, then told they would have to cancel my original booking and I would have to rebook. I was transferred to the booking line and was reassured I would get a refund from original booking, either within 24 hours or a max of 3 days. I then proceeded to make a new booking with a different hotel. After this I was transferred to somebody else to process my refund. However this was a problem as I was then told the hotel would not refund unless I rebooked with them, however I was told when I rebooked that it was ok to book a new hotel. I explained I was told I could make a new booking and get a full refund, otherwise I would not have rebooked with another hotel. I was then placed on hold again and again and again, whilst this was looked into. I had been on the phone for 90 minutes at this point. I was then told they would have to listen to the telephone conversation and if it was agreed the booking agent was at fault, I would have to wait 7-10 days to get my money back. I am not happy as it has now been two days and I have not had my refund authorised, also I am not happy i was on the telephone 106 minutes, and basically got no where. I am hoping to hear something today as I was told it could take 48 hours to listen to the phone conversation when I rebooked. This is unacceptable as basically I am being acused of lieing about being told I could have a refund when I rebooked. This is outrageous as I would have just rebooked with the original hotel rather than risk losing 156 pounds. I await to hear and hope to get my money back within two weeks! Of course no compensation has been offered
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