By Christopher Elliott Travel columnist
Tribune Media Services
updated 12/22/2009 3:18:28 PM ET 2009-12-22T20:18:28
travel troubleshooter

Q: I hope you can help me. I booked a hotel through recently. It was the first time I've used them, and it will be my last.

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I had a two-night stay in Sedona, Ariz., at $105 a night. I had to cancel one of the nights, so I called and spoke with a woman who was very difficult to understand. She kept putting me on hold and seemed as if she didn't know what she was doing. I thought I had canceled the room, but when I got my credit card bill, I noticed a charge for two nights, for a total of $228.

— Elaine Farkas, Parma Heights, Ohio

A: If canceled your room, you shouldn't have been charged. But according to the online travel agency's records, your room wasn't canceled.

So what happened? I contacted to find out.


"According to our notes the customer said she did not want to be charged and hung up before processing any modifications," says spokeswoman Maureen Carrig. "Because of this, no cancellation was processed and the booking remained intact."


Not that I'm taking sides here.




It also helps to pay close attention to the terms of your reservation. Is it nonrefundable? Can you cancel within 24 hours and get your money back? That information should be clearly disclosed before you book your room.


As a "goodwill gesture" offered you a $114 credit, which you accepted.



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