Complaint / review text:
I recently tried to book a one night stay in st. Thomas thru the all-hotels.com website. After entering the fields for a search of their offerings, i had several hotels pop-up. I reviewed each one and chose one that seemed fair. I booked the room and when i received my confirmation email, i realized the hotel is actually on st. Vincent, not st. Thomas.
I tried to cancel the booking several times using their website, but it did not work and cited 'technical issues'. I then tried to email them through their customer service desk and received only canned responses. Finally i received an email that said i was within the 90 day cancelation period and would therefore be charged the full amount of my booking... About $500.00.
I tried using email, AS THEY HAVE NO CONTACT PHONE NUMBER! To tell them that their website search pulled up a hotel not even on st. Thomas, but a different island altogether. I've heard nothing back on that yet.
I called the hotel in St. Vincent, the woman was very nice... After explaining the situation to her, she completely understood and even went on to say they have no cancellation fee at 90 days... Just any time within a few days of arrival would be fine. I'm not due to go until march. She said she would not collect a fee from me and that i needed to work with all-hotels directly.
I then sent another several emails to all-hotels and they have continued to write back that i will be charged for the full stay. When i told them i had talked to the hotel and told them the hotel has no plans to collect the fee, and asked all-hotels who would collect the full night stay and who would keep it if the hotel has already told me that they will not...interestingly, i have not heard back from them on my question...
Anyway, i have cancelled the credit card that the trip was booked on, but they do still have my booking fee
i suggest you all be wary of a company that doesn't post a contact phone number...