CheapRooms.com

I booked a hotel room stay in Santa Barbara, CA through their website, on 6/21/2010. I had to cancel it due to a family matter and I canceled on 6/25/2010. I followed their cancellation policy and they never refunded my money back on my credit card for the total of $656.04. I had my credit card dispute it and there was nothing done to get my money back. Now, i want to further report them. I fought over the phone with them over and over again and they would tell me that they will refund my money which was never done. It's either I'm going to take them to civil court or receive some help from consumer affairs. I also have a cancellation itinerary number that I can give you to further process this complaint.

I made a reservation through cheaprooms.com, gave my information and credit card number and then heard nothing. When I called the number provided on the website for cheaprooms.com, I was speaking with Imalda at Hotels.com. She said she could only speak for Hotels.com and that I had no reservation with them, but she couldn't confirm what the status of any reservation was with cheaprooms.com. When I asked her why the 800 number on the cheaprooms.com web site was actually the number for Hotels.com; she said she didn't know. Later she said her supervisor tried calling the same number and reached cheaprooms.com, and that I should redial. She promised that if I didn't reach someone with cheaprooms.com when I redialed, I could speak with a supervisor. I dialed the number again, and, of course, reached Hotels.com again. This time I spoke with someone named Sara who said she could assure me that there was no reservation either at Hotels.com or cheaprooms.com.

When I asked her why Imalda hadn't been able to confirm that I had no reservation through cheaprooms.com, she said she couldn't answer for other people. My concern was making another reservation and then being charged twice (once through cheaprooms.com and once through Hotels.com) since there are strict conditions regarding cancellation. I never could get a clear answer as to why the 800 number on the cheaprooms.com website dials to Hotels.com, nor why one person (Imalda) said she couldn't confirm that I had no reservation through cheaprooms.com while the other agent, Sara, said she could indeed confirm for me that I had not made a reservation through either entity. I'm afraid this could lead to 'double dipping' in terms of making the reservation twice, and then charging the customer twice. Also, the second woman, Sara was rude and basically hung up on me when I pressed her as to why the first person gave me a different story about what she could confirm and about the 800 number.