Ebookers

Nightmare with booking.... Hotel looks good though

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

27 February 2013

Reply from ebookers.com

Dear Mrs Kendall - we have no record of any contact from you in respect of your reservations with us which remain confirmed as booked with our telesales agent.

If you do still require assistance our service team are available 24 hours a day via telephone and from 08.00am to 2.00pm (GMT)daily via our online chat functionality.

Regards

ebookers team