About a week and a half after the cease fire in Israel, Mr. Deals and I decided to continue with our already scheduled trip to the holy land. At that point I still had not made any hotel reservations for our time in Jerusalem and a few days prior to leaving booked through hotels.com.
Originally the rate I booked with was $147/night, but two days later went down by about $20/night. While there is a specific hotels.com best rate guarentee policy where they can adjust the rate, I didn’t really look into it and instead booked another reservation with the thought of just cancelling the first one. I knew the cancellation policy allowed a full refund up until 11/29 local time. On the night of 11/28, I went to cancel my original reservation to find out that I was past the cancellation policy – I was pretty in shock I must say, but maybe I misread it.
I went back to the confirmation email and found out that the cancellation policy in fact was 11/29, but the time to cancel by was 12:00am! This means it was one second past 11/28! I’ve never in my life seen such a deceiving cancellation policy ever. I immediately called hotels.com to see what they could do about this. Since they were essentially the travel agent, they were the ones that needed to contact the hotel, explain the situation, and see if they could get the cancellation fee refunded. Well three weeks later and I am still battling this one out with hotels.com as they are doing very little to help, but that is a story for another time.
What do you guys think? Technically I cancelled at 5:00am 11/29 local time (which was 11/28 US time) so I was past the cancellation policy. But this is extremely deceiving and I am actually shocked that hotels.com would even allow a hotel to implement this sort of cancellation policy. In this particular scenario, if they want the hotel cancelled by that time/date, they should make the policy 11:59pm 11/28. While I understand that many hotels have a 4pm or 6pm deadline, I’ve never never never witnessed 12am!!
Sorry for the rant, but I guess this is a reminder to look at the cancellation policy time and date in full detail!