Dolphin or Swan Hotel (Disney World) Complaint - Hotel is double dipping

Review by Karcee on 2011-06-17
ORLANDO, FLORIDA -- I made reservations at the Dolphin Hotel through Hotels.com. in Disney World. We can not make it and I tried to cancel them "76" days in advance! The Dolphin Hotel has a policy that you can not cancel reservation and will NOT REFUND my Money. They are keeping my $225.00. This is just for ONE night in August during summer months and on a week-end. It might make sense if I tried to cancel the night before or even as late as a few days. But they refuse to refund! This is the suppose to be the "Happiest Place on Earth:. So much for the magic. My son passed away before Christmas and I was trying to make arrangements for my grandson. To be treated like this is a horrible experience. DO NOT stay at the DOLPHIN OR SWAN HOTELS in DisneyWorld. They are double dipping and making a lot of money from not refunding and then renting the room again!!
Comments:6 Replies - Latest reply on 2011-06-18
Posted by Sophia Marie on 2011-06-17:
I'm sorry to hear about you son's passing, but no refund means just that - - no refund. Of course if you don't show up they are going to keep your money and renting the room to someone else - - this is how hotels work.
Posted by azspots on 2011-06-17:
You may want to try and contact the general manager and explain the circumstances and see if they might work with you. It's worth a try. Condolences on your loss.
Posted by Josh on 2011-06-17:
I always thought about this. If a company says that there is no refund at all, then why cancel it at all. Explain to them that if they're just going to keep the money, then you will keep the reservation. The worst thing that happens is that you still lose the money.

I wonder if you can transfer the reservation to another name? If so, maybe you could find someone who wants to use the reservation, and charging them something so that you can get some money back.
Posted by unhappy999 on 2011-06-17:
Was this a non-refundable rate that you booked? Sometimes its not worth saving a few dollars if you can't cancel.
Posted by *Brenda* on 2011-06-17:
I am pretty sure that hotels.com is the problem. They buy rooms and resell them.
Posted by FlitteringFirefly on 2011-06-18:
Disney is the Happiest Place on Earth, but they don't own the Swan or the Dolphin.

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