• Report: #1102504

Complaint Review: kayak.com

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  • Submitted: Tue, November 26, 2013
  • Updated: Tue, November 26, 2013

  • Reported By: Nydia — Lakeland Florida
kayak.com
55 North Water Street, suite 1 Norwalk, Connecticut USA

kayak.com do not offer refunds on cancellations Norwalk Connecticut

*Consumer Comment: Ask and Read

*Author of original report: still wrong

*Consumer Comment: You didn't read, eh?

*Consumer Comment: No RipOff

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This company is a ripoff. They don't offer refunds on cancellations. I booked a hotel on 11/26/2013 for me and my daughter ( reservation confirmation WCT559141760). When she said she couldn't go, I went ahead and cancelled the booking (cancellation number CLX37268478). A few minutes later she called to say plans changed and she could go, so I called kayak.com to see if the cancellation could be undone and they said no, and I would have to pay again, because they have a no refund policy on cancellations.  I feel like I've been robbed. All this happened within 45 minutes, and my stay was 2 days in the future. I will never use this site again.


This report was posted on Ripoff Report on 11/26/2013 10:44 PM and is a permanent record located here: http://www.ripoffreport.com/r/kayakcom/Norwalk-Connecticut-06854/kayakcom-do-not-offer-refunds-on-cancellations-Norwalk-Connecticut-1102504. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
1Author 3Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

Ask and Read

AUTHOR: DIane - ()

Every hotel has a cancellation policy so it is imporant that you know the policies no matter what hotel you are booking at nor what site you are booking on.  Ask what it is; get it in writing and READ it. As a consumer you need to realize that there are credit card transcations fees billed to hotels when you are billed a credit card deposit and hotels do not get those fees back when guests call/cancel/refund; in fact-- second transactions fees are incurred. Just because you book on line (and by the way, it is always best to book DIRECT), does not mean that staff have not had to enter your reservation, adjust their available inventory, refund your card, etc etc. A lot of people make reservations without understanding that a confirmation means that hotels are guaranteeing they are holding your room and YOU are guaranteeing that you will arrive/pay. I am quite sure you would, correctly so, be waving your confirmation in their face if you got to the hotel and they were not holding a room and holding up their end of the confirmation. It is frustating to see a high industry cancel rate because people either can not confirm their plans before making reservations or decide to keep shopping after confirming reservations and decide to stay elsewhere. No one is in the business to sit and make and cancel then remake your reservations and incur transaction fees and staff cost. And, just to educate you a little further, most hotels are especially not willing to make exceptions for reservations booked at 3rd party site because, in case you did not know, hotels pay those sites a commission on every reservation simply when a guest books on a site like Kayak rather than the hotel site directly.

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#2 Author of original report

still wrong

AUTHOR: Nydia - ()

Fine, I will never use kayak.com again.  It's nice that they make money for nothing especially when there is very little human intervention.  Their policy is still questionable at best.

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#3 Consumer Comment

You didn't read, eh?

AUTHOR: MochaG - ()

If they said no-refund-policy and you did not know, I am sure you didn't read anything while you keep clicking Next while booking. Certain deals on any online booking will be tagged with no refund. Some site may state that there is no refund at all. A policy is a policy, so buyers must be careful as well. If you get ripped off by their policy, it is shame on you.

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#4 Consumer Comment

No RipOff

AUTHOR: Robert - ()

 When you booked your hotel room you agreed to their cancellation policy..even if the cancellation policy is no refunds.

If anything it sounds like your daughter may owe you some money for apparently telling you she could go(unless you booked it without asking her), then telling you she can't go, then telling you she can go...all as you say within 45 minutes.

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