Never Ever Use This Company!!!
NEW YORK -- On March 3, 2009, I booked a hotel room reservation for the Queen Mary Hotel in Long Beach, California using BookInHotels because they had the cheapest rate. The reservation date was for March 21, 2009. My friend and I had an awful stay and when we checked out on March 22, 2009, we spoke with the Queen Mary’s general manager. He apologized, and said he would refund the room rate. He informed us that because we booked the room through BookInHotels, that the hotel would reimburse the website that we booked the room through, and then the website would refund our money. I called to speak with him on the following Monday, March 23, 2009 and his secretary and she let me know that she was aware of the refund and she would take care of it. I had sent an email to BookInHotels on March 23, 2009, to let them know of my complaint. (See attached e-mail). BookInHotels responded to my email on March 24, 2009 and stated that that it could take up to 20 working days to resolve this matter.
On March 27, 2009, the hotel manager's secretary left me a voice mail to let me know that the funds had been returned to BookInHotels. I checked my account for a few days and did not see my funds so I called the bank to see if they could see any pending credits. They said they did not see anything. I called BookInHotels on April 1, 2009 to check on the status of my refund. I was not able to reach them by phone because something was wrong with their phone system and you could not choose any options without it giving you the message that the system did not recognize your choice. (This happened several times). On April 2, 2009, I received an email from BookInHotels stating that the refund had been made to my credit card and the funds would be back in my account in a maximum of 3 working days.
On April 8, 2009, the funds were not in my account, so I called BookInHotels and spoke with a gentleman by the name of Farukah (very, very rude). He stated that his accounting group was closed and he would not be able to assist me at this time. I asked to speak with a supervisor, and he transferred me to a gentleman by the name of Erdin. Erdin promised that he would call the next morning because he was in New York (they are really in Turkey with a New York phone number) and their accounting office was in London and he would call me first thing in the morning. When I did not get a call by 10:00 A.M. PST on April 9, 2009, I called back and spoke with Erdin. He apologized and said that the funds transfer did not get done but he ensured me that it would not take any longer than another 2 to 3 business days. On April 13, 2009, the funds were still not in my account as promised. I once again called and spoke with Farukah and he stated that he did not remember our conversations (how convenient, as if he was toying with me) and that now it will take the “supplier” to credit my account. When I asked him who the supplier was, he would not give me an answer. When I asked him how much longer it was going to take, I got the same answer, 2 to 3 business days. When I asked him to speak with the owner or for him to give me the name of the owner, he refused and he hung up on me. When I called back, I got their recording and when I tried to choose an option, the phone did the same thing and it would not let me get any further.
I called my bank to file a claim because I have tried on numerous occasions to resolve this with the merchant and I keep getting the run around. I believe this company is not legitimate, and is withholding my funds for no reason.
I made one last attempt to call them today, April 21, 2009, and I was told the exact same thing, that I would get my refund in 2 to 3 days. I have now contacted the Better Business Bureau, my banking institution, and I filed a police report with my local police department. If you want to book a trip, please do not use this company.