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Howard Johnson - Cancellation Policy

Howard Johnson's •Poor service, filthy rooms •Rate disputes •Cancellation policy •False advertising •

Earl of Hollywood MD (2/8/03):
After booking a hotel reservation through Howard Johnson toll-free reservation center and later, deciding to cancel the hotel reservation, I was still charged for a hotel reservation after being told I would receive a refund. The hotel reservation was made for 12/31/02 through the company's toll-free reservation center. At that time I was told by the reservation specialist that if I wished to cancel the reservation, please call the hotel before 4:00pm on the day of the reservation to cancel the stay.

On the day of the reservation I call the hotel, Howard Johnson Express Inn and Suites in O'Fallon, IL to cancel the reservation. I was told by the clerk that she could not cancel my reservation because it was after the 24-hours cancellation period and not before. I informed her that I was told to call before 4:00 pm to cancel and was unaware of the 24 hour cancellation policy for Howard Johnson of O'Fallon.

At that time, the clerk refuse to give me a cancellation number and I ask to speak to the manager of the hotel. I was informed that the manager had left for the day and to call back the next day. I contacted the manager on Jan. 3, 2003, and was told that a refund could not be given because of the hotel's 24 hour cancellation policy. I later ask Ms. Yun for the hotel's chain complaint phone number to voice my complaint about the reservation issue.

After voicing my complaint about the reservation to Deb at HOJO's complaint line, I was informed that my complaint would be investigated. Several day later I again called HOJO's complaint line and spoke with Deb again as to when I was going to received my refund, I was told by her that a refund would be given within a few days. At that time, she ask me for my credit card number to make sure that my card would be properly refunded.

Two weeks later, after noticing that a refund had not been made, I contacted the complaint line again and was told by Deb that I would received a letter explaining the investigation and results. I have contacted Howard Johnson International, Inc in Aberdeen, SD several times to voice my complaint with no results other that a apology from Custom Service without an refund. I feel that this hotel has commited credit card fraud to some degree.

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