Cancelon

If I could give 0 stars I would. Horrific customer service. Twelve hours before leaving for our first wedding anniversary trip (that happened to fall on a holiday) they emailed to let us know our hotel was overbooked and offered a motel with no change in what we were charged for a 5 star resort. We begged and pleaded for other comperable arrangements and all we were offered was a refund, no credits. We called our hotel directly and they said they let the company know weeks ago and on several occasions they were booked, however, we only heard from them the night before. The "manager" we spoke with gave no options and showed no remorse for their companies poor service. On our own we researched and were able to find a comparable 5 star resort that was available and he refused to book us. We spent two hours on the phone with no resolution and are now out the cost of our flights, arrangements for our dogs etc. As well as heartbroken we aren't able to celebrate a very special time as we had planned. We travel often and have never experienced such terrible customer service. I am appalled at how we were treated and how horribly the situation was handled. They made no effort to make this right for us, even after we did all the leg work to find a reasonable solution. First and last time we will ever use this company and advise everyone to avoid it as well.

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Stephanie
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Stephanie
Stephanie
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Extremely bad experience with Cancelon
Honestly if there was an option for a 0 star I would have given it to Cancelon, I've had the worst experience booking a hotel with them. First, after booking is done they inform you that the cancellation policy is non refundable, second they are so shady and customer service people run into a circle when trying to help out solving a problem. Almost a month ago, I have booked with them for a hotel in Hollywood California and due to some asthma problem my doctor advised me not to travel. So I called within less than 12 hours to cancel and their answer was "we need to check with the hotel policy if they make a full refund". So I called the hotel to explain my situation to get surprised that there wasn't any reservation under my name till the day of travel and after I was charged the full amount (what if I have traveled and didn't find a reservation?) So the hotel reservation department advised me to contact Cancelon again and make the cancellation because the hotel itself, in case of a reservation was issued and received, they were able to cancel due to illness. Even after I provided them with the doctor paper, cancelon kept throwing the ball back to the hotel and giving me fake excuses about their cancellation policy, when they promised to follow up with the hotel the next morning of the booking day. Of course days passed and never heard back from Cancelon until yesterday, apologizing that the hotel didn't accept to make a full refund and has charged me for 1 night. To mention that this problem happened on November 20th 2018 and today is December 13th 2018. What a shame! Thank God I have filed for a dispute charge on November 22nd (the day I was supposed to travel) after the hotel manager advised to file for it because it seems that Cancelon is a scammer.

STAY FAR AWAY FROM CANCELON. They are a horrible group to work with. The rate we saw online was not ultimately the rate we got charged. When I questioned them on this, this is the stock reply they gave:

"... Also, we would like to inform you there are several parties are involved to confirm your reservation at the hotel and for that, there are some fees for that as well. So that is the reason to charge you that amount.

We would also like to inform you that in the hotel industry the price of the reservation changes often and we cannot guarantee the price and at the time of making the reservation the price was different and at time of your check in the price was different.

So we are very sorry but we will not be able to cover any kind of amount."

The "fees" they're talking about ended up being approximately another 50% adder to the rate we saw online (through Trivago).

I thought I was on Tripadvisor I always book my travel on this safe site. I booked my hotel I always stay. When I printed out the confirmation it said Cancelon. I thought "what is this my hotel is cancel?" The reservation was for more then the other sites I had just been on. I went on line to see what Cancelon was and I got all these BAD reviews. I was so scared that I had just lost 300.00. I called my hotel right away, I asked them if I had an reservation and if it was secure.
They said it was through a 3rd party but it had been made. I went back into the site to see what could of happen. I notice when I went into the Tripadvisor to make reservation the screen took me right off the top of the page down to the middle. This was a steal from the heading so I would not see that another site grabbed the site. I had no idea it took me off Tripadvisors page until I printed out the confirmation. I went onto the scam page and this site does it to all the hotel sites not just Tripadvisor. Priceline is another company that has a bad reputation and I see they own this site.
BEWARE just because Cancelon finalized it does NOT mean your hotel has a confirmation at all.
The way I understand it Cancelon purchases rooms, they do not book your reservation until someone cancels their vacation and then they buy out their loss at discount price and then give you their reservation. You get booked when someone cancels their vacation, that vacation gets resold and Cancelon buys it for cheap and then they book your trip. I was lucky I was not out of money or it could of been a whole week, I had book for just two days.

Booked a room a month in advance, for a room at the Langham Pasadena for October 25, for 2 nights. Made the reservation and paid with credit card. Then tonight - the night before the reservation - after 8 pm - I received an email that the hotel canceled my reservation. Cancelon said it wasn't their fault - that the hotel canceled it. Then I got a phone call that the hotel canceled my reservation. That is wasn't Cancelon's fault, but the hotel's. They offered to put me at another hotel that is a lot less expensive, with no offer to refund the difference. Now it's less than 24 hours until I need to check in and all hotels are 3x the cost.

UPDATE: CancelOn replied to my review within hours after posting it. They apologized and stated that I had won my credit card dispute, but my dispute is still pending. CancelOn didn't concede anything with my credit card company. CancelOn replies to these negative reviews, but without confirmation numbers they usually can't find our reservations and are just making up positive sounding responses without taking any real actions to correct their mistakes.

In July I booked a hotel in New Jersey through CancelOn. I found the hotel on one of the hotel booking sites and didn't realize I was using CancelOn to book the room. I had never heard of CancelOn before. I will NEVER forget the name and will be sure to NEVER use them again! They lied 3 specific times during my encounter with them and if you read the details, you'll see they did it intentionally.

I booked the room for a trip to New Jersey a couple weeks before we needed the room. I received a confirmation email from CancelOn that my room was booked. When I arrived at the hotel at 10:30p with my family, the hotel clerk couldn't find my reservation and told me that the hotel was sold out. All the nearby hotels were also fully booked due to some local event. I showed the hotel clerk copies of my email confirmation, but that didn't help locate the reservation. I finally called the CancelOn phone number for help. A woman from CancelOn spoke with the hotel clerk, but wasn't able to immediately fix the problem and told me she would call the hotel back in 20 minutes. By that time it was after 11:00p and my young kids were exhausted. We waited the 20 minutes and there was no call-back. Since all the nearby hotels were booked anyway, I didn't see much reason to wait at the hotel any longer and just drove the 2 hours home. Ugghh!

The next day I called CancelOn to make sure I was reimbursed for the room. CancelOn had charged me the day I made the reservation. I was told by the CancelOn staff that someone had called the hotel back and had resolved the issue with my room. I should have waited because my room was available. I wasn't pleased but didn't argue. I called the hotel back to determine how long it had taken for the issue to be resolved the previous night. I reached the same clerk that was working the night before and that had worked with me and CancelOn. The hotel clerk assurred me CancelOn never called back and there definitely had been no reservation made for me. This had been LIE #1 from CancelOn.

I called CancelOn back and reported what the hotel clerk had told me. The man I spoke to at CancelOn was very apologetic and courteous. He assured me they would get to the bottom of the problem and get it resolved, but it may take up to 15 days. I thought 15 days was too long, but agreed to wait. After 15 days, I had not heard anything from CancelOn, so I called them. Again, the CancelOn representative was very polite and courteous, but told me that their investigation team had just reached the hotel the day before and would need several more days to resolve the issue. This issue should have been resolved with one phone call to the hotel clerk, so I decided that I may be getting the run around and decided to dispute the charge with my credit card company.

A week after disputing the charge, I received an email from CancelOn stating that they determined I was correct and that they were willing to give me a full refund, however, because I had disputed the charge with the credit card company, they were unable to refund the money until the dispute was settled because the charge was frozen. If I cancelled the dispute, CancelOn could give me a full refund. It sounded somewhat legit, but I wasn't totally comfortable cancelling the dispute, so I called the credit card company to ask if this was all true. The credit card company told me that CancelOn could reverse the charge anytime even if it had been disputed. I emailed CancelOn with this information and told them they could refund my money through the credit card. They replied with another email explaining about frozen charges and telling me that if I cancelled the dispute they could refund me immediately, but if I didn't cancel the dispute it would take 3 months to refund me. All this was LIE #2. One of dispute specialists from my credit card informed me that had I cancelled the dispute, there would have been no way to dispute the charge again.

Guess what CancelOn did next. They contacted the credit card company and flat out disagreed with my dispute. They claimed they had booked the room and it had been available for me. This was LIE #3. Even after trying to get me to cancel my dispute by telling me that they would give me a full refund, they then gave a completely different story to the credit card company. These people talk like birds (polite and sweet) but they act like snakes. I have since read many such accounts from others that used CancelOn. Do yourself a favor. DON'T USE CancelOn! And be careful when booking rooms through hotel sites. It's not always clear who is handling your reservation.

Active duty military here. My family was trying to evacuate for Hurricane Florence and my husband sadly used Trivago, who used Cancelon, to book a hotel. The roads were too bad to leave so we are staying in base shelter so we cancelled the reservation. The hotel had no idea who we were, no record of us ever having a room. Called Cancelon and they claim we never called and cancelled, and that we were not getting a refund. I was talked down to and yelled at by a SUPERVISOR. Avoid and beware, I will be sharing this experience EVERYWHERE and getting my chain of command involved for this outright THEFT!

They need negative stars for this company! 3 months, 11 staff and over 30 emails later I STILL have not received my refund for accommodation they messed up. Their mistake left me stranded in a NY hotel lobby at 12am with no accommodation, and all hotels booked out within 18 miles. I was forced to pay $666 to get a room for a few hours, and they wont reimburse me for their mistake! They are rude, and their approach is to wear you down with a long battle if you have a problem. I have no respect for the people working in this company, or the company! Now I treat them as rudely as they have treated me. I travel internationally at least 10 times a year and NEVER have had such a negative experience with a travel/accommodation company! Look after yourself and don't book through them!

Just to show you how pathetic this company is, since making the above post 3 more Cancelon staff (Nick, Lee, Antonio) have been in touch to 'ask' my situation AGAIN - making it now '14' incompetent Cancelon staff over 3 months who cannot address my problem (although their company policy is to address issues in 14 days). LinkedIn says their company has 1-20 staff. I wonder if I will get through the full 20 before they finally REFUND ME MY MONEY!