Gunda A.

I booked a hotel room with the "one key cash" I had on my account. I had to cancel the reservation due to personal issues. This was several days before the reservation date. I couldn't get to a human being, only a bot/online agent. I was told that the reservation was non-refundable. That was completely hidden in the booking, so it was a complete surprise to me. In essence, they and the hotel get a profit and the customer gets screwed with no recourse. I would understand if it was last minute, but days in advance? Why even give them the courtesy to try to cancel ahead of time at all? Just don't show up next time, that way they can't make double profits on a room you won't use by booking it to someone else. Also, their customer service is simply horrible. As I said, you can't even reach a human being. The sad thing is, this used to be a decent company and I had used them for years, but since they revamped everything and use the stupid "Key cash" instead of actual money, things have really gone downhill with their customer service and transparency. As someone else here mentioned, the word to describe their no refund policy - which they hide in the small print when you book and you have no idea that your booking is nonrefundable until you find out the hard way - is CRIMINAL.