Cancelon

My Husband was admitted to ICU the morning before our flight called to cancel our stay and was told the cancelation fee was the $1040 I had already paid, I was able to cancel our flights the hotel in Salt Lake City but they were heartless, and I am sure they were able to rent out the room as it was on a weekend

I booked a hotel in Honolulu with them about 4 months ahead of my trip. Unfortunately, I have to change my trip dates about 2 months before the trip but they refused to do it. They didn't tell me that on the first call. I had to call a second time to get a confirmation of the change and they told me they don't want to do it, but they would agree to the change if the hotel approves it. I called the hotel, the hotel agreed to the change, I send the confirmation to CancelOn but they still refuse to do it. They charged me for 4 nights and paid the hotel for the 3 nights stayed. Even if I provided all the information and requested it several times before and after the trip, they refused to process the refund for one night and stopped answering my e-mails. I will never use them again and I tell people to stay away from them.

Please note that I rarely write such lengthy reviews, but this was truly one of the worst companies I have ever dealt with, and I genuinely want to save anyone from going through what I went through.

I visited Ireland recently and had used Cancelon to book my hotel. I found out about the website through a Refinery29 article. Being deemed as one of the "best last minute hotel sites"," I decided to give it a go. I found a hotel room at a good rate, entered my details, and when approaching the payment page, it read: "to be collected at your stay." I received my confirmation email from Cancelon, and was ready for my trip.

Fast forward to the evening when I arrived at the hotel- my booking could not be found. The hotel staff was very kind and tried all different methods, but I told them that I would contact the Cancelon team. The number listed on their website did not work, so I spent half an hour on their website on a live chat with one of the representatives before someone finally called me. They informed me that my reservation never went through, because I had not made my payment on the Cancelon website. I told them that their website specifically indicated not to pay until I arrived at the hotel. Their response? "No, there is no way our website would've written that." I knew better than to argue aimlessly, so I simply forwarded them my confirmation email as we stayed on the line. His response this time: "Oh... I see. It must've been a technical error. You shouldn't have received that email." Though frustrated, I thought that fair enough, technical glitches do happen. I asked, "Okay, what can be done now, as this was a mistake from your website/company?" It was what happened next that infuriated me- he did not apologise for this situation that was caused by THEIR website, but rather, "You'll just have to book with the hotel. You did not pay on the website. That's why you didn't have a booking." My patience was being tested again and again, and at the end I said, "Alright, I will be writing a review about Cancelon, and I just want you to confirm that though this situation was caused by your website/company, your team is not taking any responsibility. Is this correct?" His response: "It was a technical error. You can go write the review. You did not pay, that's why there was no booking."

Absolutely. Speechless. I finally hung up the phone, went on Booking.com, and aha- the rate was even better that the one I had found on Cancelon. I will never be using Cancelon again, not only because of their so-called "technical glitch," but because they do not seem to even have a basic understanding of what it means to provide decent customer service. Please save your time and energy, and use other reputable travel booking websites. Good luck, fellow travellers!

This website is a scam. We booked our hotel months in advances, I called the hotel to make sure everything was set and they told me they could not find any reservation under my name. When i called cancelon they told me they would send a confrmation as soon as they charged the card... the card was charged within the first week of making the reservation. I still have not received anything. This site is a scam DO NOT USE THIS SITE!

My experience with Cancelon is so bad I suspect them of running a scam. I made a reservation yesterday, and identified my husband as the guest although I was paying for it, with my credit card. When I received the confirmation email a few minutes later, I saw that they had erroneously identified me as the guest, and the confirmation included a warning that I must physically be present at check in. I called within seconds of receiving that email to explain the mistake that had been made and to have it corrected. The first person I spoke said it was impossible. I asked to speak to a supervisor and after a longish wait on hold, was connected to Carlos who apologized for the mistake and assured me that it could and would be changed, but that the department that would do that was closed so I would received the corrected confirmation in the morning. I asked him to reiterate that the change would definitely be made and he repeated that yes, it would be. This morning I received an email from Henry, who said "the amendment is not possible." So, what, was Carlos just lying to me? I suspect a scam. This is no way to run a company - this is a totally disreputable way to behave and to treat clients. I will never EVER book through this company again.

Cancelon does not respond to customer service emails but immediately responds to bad reviews saying how sorry they are. Same answer everyone else gets. We could not find your reservation please send its the details. WHY dint you respond to one of my 10 emails and tell me that? You sent me the confirmation and I copied it and included in my many emails. Instead of apologizing here again can you just answer to everyone why you dont respond to emails?

Update - Cancelon went full circle with the same nonsense ("our bank couldn't process the payment" to "we've issued you a refund") after their response below leading to, my one star review remaining and me waiting 48 more hours for their "refund" to show up before Amex issues it to me instead and investigates the fraud.

Keep in mind, I didn't change anything or make errors in booking so I should have been an easy customer for Cancelon. Fail.
--------original review below-----
I didn't have a special circumstance. I did a search, found a hotel room, provided my card info and received a confirmation email from them. They called me hours later to get the complete billing address, which I provided. The charge hit my card successfully.

By the next morning, I received an email saying that a refund was issued to me (with no explanation why) and that it could take 10 days to the refund to appear on my card.

20 minutes later, I received yet another email telling me that their bank wouldn't approve the transaction (however the charge was successfully on my credit card already) and that I was more than welcome to try to rebook using a different card however when I did a search, all of the options for that hotel were gone (there were 5 options a few hours ago).

They also said to 'contact them' if there were questions, but didn't provide contact info.

At best, they are selling hotel rooms they don't have and using your fronted money to negotiate - and failing at it leaving you homeless.

At worse, they are collecting as many valid credit cards as they can using hotel rooms as a cover.

Either way - if you actually WANT a room, I'd recommend looking somewhere else.

I tried to book a room and the date on the confirmation was different to the date booked. Fortunately I spotted this and called to ask how to fix this. The Indian sounding man who picked up the phone said their system was not working with Mac or IOS or Safari growers and try using the Google browser.

I tried to book using the Google browser and this time the reserved dates on the confirmation were right but payment wasn't accepted on every credit card I entered. I called again and the same man who told me to use the Google browser then said that the reason was because I was using the Google browser!

I then gave up and just hope they don't fraudulently use my credit card numbers.

Do not use.

Just perfect Service, great experience.
Good Customer Service also. Easy to use, super cool features.

DO NOT USE! Moving my stepdaughter to NJ & had booked a room thru Cancelon the Tuesday before our Friday stay. I received an email stating that they would be sending me a hotel confirmation... never received said email. I sent an email to customer support on Wednesday, but never received an answer. Thursday Morning I noticed that the charge for the hotel went thru, still no hotel confirmation emailed. Called customer support to be told that the hotel was "BOOKED" for those dates. I will give them credit that they did refund my full amount. But, upset at the fact i would have ended up in NJ at the hotel thinking that i had a reservation, but in fact did not! Also, quite upset that they still charged me for the room, even knowing that said room was not available. FYI... I did book a room at the SAME HOTEL, of course a a higher rate since they decided not to inform that the said hotel was "BOOKED" until several days later & I was the one who had to call them. EXTREMELY POOR SERVICE on Cancelon part for lack of communication for a potential customer. NEVER WILL I EVEN CONSIDER USING THEM AGAIN OR RECOMMEND THEM TO ANYONE.

Stay Away--I booked 50 weeks ago and fully paid for a beautiful 5 star hotel in a great location for my weekend away.
--I confirmed with Cancelon 3 weeks prior to my get away and was assured everything was good.
--4 days later cancelon emails me that I have been bumped from my hotel. They were setting me up in a Budget hotel miles away from my original location that I booked at paid for months in advance. I called the original hotel and they never had a reservation for me in the 1st place. I was not "bumped" as Cancelon stated.
--On January 28th I went to cancel our reservation as I had no desire to saty at this budget hotel while paying for a high end hotel. My cancellation date was Jan 28. I went to the website, went to my booking to cancel and kept being booted back to the mainpage. I sent cancelon an email
--Received response from cancelllon that I missed my cancellation date and there was nothing they could do even though I was booted off the site
--After several emails because when you call they are foreign, there is a language barrier, the office is extremely loud and they cannot help you anyways/ So after several emails they said I would get 50% back. Though I would take it, I was still not satisfied and stated as such.
---Now today I wake up to an email stating I will get no refund because I have checked into my hotel. I AM IN MY LIVING ROOM! I am not at my hotel. Such a scam.
Read and be warned, post after post decribes how unethical they are, Spend a little more money and use a reputable booking company. I have learned my lesson and it cost me hundreds of $'s.

***Dear Cancelon, In response to your response below. I have contacted you as well through your Website with all the details. I have yet to hear from you. Interesting that you respond to a bad review but not an email directly to you***

2+ months ago I made a res through them for my first trip to Israel. Later I changed my flight and wanted to extend one day onto the reservation. They responded: we have to speak to our partners first, we'll let you know." This was A MONTH AGO. They never contacted me... something that would take 10 minutes (if they cared about their customers at all) was apparently too much. Meanwhile I am stuck not knowing if I have a place to stay for my first trip to the middle east. Clearly a scam. Stay away.

I booked a trip in Oct for Dec and have just found out that my hotel has no reference for my upcoming trip. I've been in touch with Cancelon twice in the last 5 days saying they are waiting to hear back from their 'travel partners' before they can register with my hotel. This is fraudulent and incredibly stressful. I'm launching a fraudulent claim with my credit card company tomorrow. I would recommend not using this organisation nor Trip Advisor for any trip planning.

In February 2017 we booked our trip using CANCELON.com to Harrah's Las Vegas for a Thanksgiving 2017 holiday. We thought we got a good deal, but was shocked and horrified to discover that our reservation did NOT include an additional "resort fee" of $30 per day. This resulted in an additional $150 charge that we did not have and did not expect. There is NOTHING in our original travel voucher that says we'd have to pay extra resort fees. If this had been disclosed at the time of booking, we would have skipped this trip. It makes us even angrier because our sister booked the same trip (spur of the moment) and spent $140 LESS than us. I called to complain but got no satisfaction. #*******

I am also filing a complaint with Missouri Senator Clair McCaskill who is going after the lodging industry for these undisclosed fees... https://www.usatoday.com/story/travel/roadwarriorvoices/2016/02/25/sen-mccaskill-introduces-bill-against-hidden-resort-fees/*******/