Chen Ziv
Google
Our reservation for four nights was canceled by the hotel, and we were charged the full amount despite circumstances entirely beyond our control. Severe lack of customer service and empathy. Once payment was secured, it seems our status as valued clients was disregarded.
This occurred after a war broke out in my country two days before our scheduled arrival, leading to the cancellation of all flights to and from the region. Although we had paid extra for a free cancellation option, the hotel's policy stipulated a three-day advance notice. We promptly informed the hotel of our situation two days prior to our arrival and followed your instructions to submit an official cancellation request via email/booking platform.
Despite our timely notification and the extraordinary circumstances, our cancellation request was denied. We were informed that we would be fully charged, seemingly placing blame on us for the unforeseen event of a war (by the way, “thank you” for your concern for our safety!). When we attempted to discuss this further by phone, they slammed the phone to our face, and subsequent email inquiries were ignored.
To our dismay, after processing the full charge, the hotel proceeded to cancel our reservation without our consent. This implies that even if travel restrictions had eased and we were able to arrive even a day late, despite having paid in full, we would have been denied accommodation.
It appears we have been fully charged for a room that was ultimately resold. The manner in which this situation was handled demonstrates a severe lack of customer service and empathy. Once payment was secured, it seems our status as valued clients was disregarded.
