Be Wary of CheapOStay.com......

[A Mickeyfan]

My DD just found out yesterday that her college course for this summer B session isn't going to "end" on July 22nd. The professor is having them come in for the last week & doing the final on the last day. In all the years she has been in college, this is the first time the professor has had a different end date. Normally when they list their last day, it is the last day.. this one didn't do that. She listed the last day, then listed the finals.
I booked thru CheapoStay.com and they seem to not be willing to work with me on changing my dates that easy. I contacted the hotel directly and the manager said he didn't have a problem with it, he has the room to give me the following week. However, CheapoStay must change it as well so Embassy Suites can be paid.
When I contacted them, they at first tried telling me the room I booked was no longer available, there is only an "upgraded" suite & I would have to pay the difference (which is double what I am paying). The manager at ES told me if they tried telling me there were no rooms for me, to tell them there are & they can verify with them, so I did. Once I said that, their tune changed a little. They said I had to have my change approved. If it isn't approved, I would have to cancel for a $25 penalty fee, then rebook.. Hello, I wasn't born yesterday. They told me they would get back to me on my change. I am currently booked for July 25-Aug 1.. but now need July 30-Aug 6th. They called me yesterday evening to "confirm" my new dates and said it could take up to 48 hours for the decision. I am so upset. I have never heard of such craziness.. If I have to cancel & rebook, I am not going to rebook thru CheapOStay... I will look elsewhere....

Moral of this story.. be wary of CheapOStay.com while they have great rates, they aren't the greatest to deal with. I guess you live and learn. I am passing on my "learning experience" to others so they don't have to learn like I am....

 

[Detailor]

I'd never heard of this company so I went out to look at how they represent themselves. In the company's terms and conditions language at their website it says "Any amendments to dates, room type, traveler’s names, etc is at the sole discretion of the individual hotel policy. CheapOstay.com charges a $25.00 per reservation fee."

So it would seem that they would check with the hotel and then assess you the $25 change charge per their stated policy. Though the customer service person that you spoke with referred to the fee as a cancellation fee it would appear that they have a change fee in the same $25 amount covered in their legal language.

I suspect that you had no reason to read up on their disclaimers when you booked and that's perfectly reasonable but I think that you should reasonably expect to be charged the $25 when they change your reservation. And then if they don't charge you the only negative to this experience will have been the aggravation of having to make the change.

Good luck with your travel plans!

Dick Taylor

 

[TotoToo]

One of the possible problems with any cheap deal site is that changes aren't easily made and in fact may not even be allowed. The reason for the cheap rates is that full service features (and costs) are being waived to offer a deal. But if your plans change the deal doesn't - you have to pay to get the services (changes) that had been stripped out to get you the original savings.

So it can be a great deal if you can pick a time/resort & go based on what they offer. It can cost as much - or more - if you have to have full service that includes date/unit changes, name changes, etc. That is really the way it works and not the fault of the deal site operation.

 

[A Mickeyfan]

Oh, I read their terms carefully prior to booking. I too thought what you are saying, any change up to hotel & there would be a $25 fee.. but that isn't what they offered me when I called them. I did call the hotel directly too. The hotel is willing to change them (for the rate I paid), but Cheap isn't. They offered to change them for an upgraded room at double the price (and said I would not have to pay the $25 fee). I told them the room I booked was available as per the hotel manger, that is when they changed their tune and said it must be "approved" and can take 24-48 hours before knowing the outcome. If they would just say, sure we can switch it, keep your rate & charge a penalty fee, that would be fine with me, but they are playing games. They didn't want to give it to me for my original rate. I will not cancel and then rebook. That is crazy and is more paperwork. If I have to cancel, I will just look elsewhere. I only want a change of dates by days.

 

[A Mickeyfan]

One of the possible problems with any cheap deal site is that changes aren't easily made and in fact may not even be allowed. The reason for the cheap rates is that full service features (and costs) are being waived to offer a deal. But if your plans change the deal doesn't - you have to pay to get the services (changes) that had been stripped out to get you the original savings.

So it can be a great deal if you can pick a time/resort & go based on what they offer. It can cost as much - or more - if you have to have full service that includes date/unit changes, name changes, etc. That is really the way it works and not the fault of the deal site operation.

The rate I am paying was offered by Embassy Suites thru travelzoo a few weeks prior to my booking thru cheapostay. When I booked, the travelzoo link was gone.. but cheapostay had that rate then...

 

[A Mickeyfan]

Well here is another wrenched thrown in.. I just called them to see how it was progressing. I was told that there is a 90% chance it will be approved but now my wait time to find out has increased to 72 hours. If it is approved I will not be charged anything. If it isn't, I have until July 21st to cancel & must pay the $25 cancelation fee. If I cancel after July 21st, I will pay one night plus the $25..


They told me "not" to contact the hotel since I booked with them. I brought up the fact that their policy states changes are made by calling the hotel. She said that is not true... does the left not know what the right is doing in this case.. no it isn't me. I read their terms prior to booking & this was not in it..

 

[A Mickeyfan]

Cancellation Amount(USD69.44) applicable From 21-Jul-2010 23:59 To 25-Jul-2010 .
Please contact our Customer Service department toll free, 24 hours a day, 7 days a week at: 866-466-8827 to inquire about cancellation and modification for this booking.
In some instances, for high demand special events or peak seasonal dates (examples of high demand special events would be Super Bowl, Olympics, New Year’s Eve in Times Square, to name just a few) many hotels may change the cancellation policies of the booking. If you are traveling during a special event or peak season, we recommend you contact CheapOstay.com to confirm the cancellation policies for your reservation.
Cancellations or modifications to the reservation may be subject to CheapOstay.com cancellation fees in addition to fees charged by the property.
Changes to dates, reduction in rooms or any other amendments are subject to fees based on the hotel’s policy.
No credits can be issued on unused room nights due to early departures.
Stay extensions require a new reservation.
To make changes or to cancel your booking, please call 866-466-8827.
All refund requests must occur within 60 days of scheduled hotel check-out. Refunds for early departures, no-shows or cancellations are at the sole discretion of CheapOstay.com.
We reserve the right to be indemnified by you in full against all loss, costs, damages, charges and expenses incurred by us as a result of any cancellation for any reason.

above are the terms and conditions that I had to place a check that I had read & agreed to. As you can see, they double talk. Modifications are subject to a "cancellation fee. Change of dates are fees are based on hotel policy. Embassy Suites doesn't charge a fee to change your dates, and it seems Cheapo may not either, who knows by the terms one has to agree with. There is nothing saying either way, just that they "may be" It also stated refunds are to be prior to 60 days from the check out date. Yet the first line of mine states I had until July 21st or pay the one night! Which is it, no money back, a $25 fee (which isn't in here at all), a one night fee if after July 21st...... I will say one thing, I will never book with them again, seems they really aren't sure on anything they do... it should be black and white, no gray areas.. which their terms are all gray...

 

[Upatnoon]

Your deal is with Cheapostay, not with Embassy Suites. By calling Embassy Suites and by looking at Embassy Suites cancellation policy, you are just confusing the issue for yourself.

Hotels offer part of their inventory to places like Cheapostay and Travelzoo to help fill the hotel, but maintain their own much higher rates. No doubt, you booked with Cheapostay because they offer a cheaper rate than going directly to the Embassy Suites website.

It is very clear that Cheapostay charges $25 to cancel a reservation, as stated on their Website. Since you are canceling, you should pay that. (Or make your daughter pay since she is the one who didn't know when her final exam was)

As for your new reservation, hopefully Cheapostay will have some availability at the bargain rate for you. They seem pretty eager to work with you, which is great news!

Have a fun trip and don't let this little bump in the road get in the way!

 

[jillyb]

Frankly I'd pay the $25 fee and either go directly through Embassy Suites or another reputable company.

 

[TotoToo]

I happen to serve as a Board member at a very popular resort and as part of the duties et involved heavily with making arrangements for rental of delinquent time to maximize income - holding fees down - for owners. As part of that effort we have cut deals with discounters such as Hotels.com, Travelocity and others not so well known such as CheapOStay (although I do not believe we have ever actually sold to them).

The deal is we wholesale the time to them at a deeply discounted rate. They get to market it for any price they wish but they pay for the use if it is booked or not. Thus we get the income and they take the risk. They make their money by obtaining renters from the we, newspaper ads, wherever they can find customers. Whatever arrangements including dates, cost, room size, etc is all between those companies and the buyer. The resort does not and cannot become involved. We have no right to move the date even if the company has it as it is up to that wholesaler to handle their own assignments. If they paid for a 2 bedroom but see the third empty we cannot give it to them or even rent it to them as it belongs to the wholesaler for that period.

When you deal with a discounter you take it on their terms and its as if they are a resort to themselves. The unit is unique and totally under their control for the XX days they purchased. Most are smaller organizations not equipped to be full service clearing houses but act as small boutique operations to offer deals on a one time basis. The value can be great but you often have to live with the lack of services such as free reservation changes and often limited dates/units. Looking for the best price and Hilton/Marriott level service isn't going to happen often. You tend to get the service level you pay for.

All in all I don't think you are being fair to blame CheapOStay as they did what they promised. Got you the price for the dates you wanted. That your plans changed from the original request isn't their fault and they really don't have to do anything about it. They fulfilled what they promised - you changed the requirements after the fact.

 

[A Mickeyfan]

Your deal is with Cheapostay, not with Embassy Suites. By calling Embassy Suites and by looking at Embassy Suites cancellation policy, you are just confusing the issue for yourself.

Hotels offer part of their inventory to places like Cheapostay and Travelzoo to help fill the hotel, but maintain their own much higher rates. No doubt, you booked with Cheapostay because they offer a cheaper rate than going directly to the Embassy Suites website.

It is very clear that Cheapostay charges $25 to cancel a reservation, as stated on their Website. Since you are canceling, you should pay that. (Or make your daughter pay since she is the one who didn't know when her final exam was)

As for your new reservation, hopefully Cheapostay will have some availability at the bargain rate for you. They seem pretty eager to work with you, which is great news!

Have a fun trip and don't let this little bump in the road get in the way!

What I posted that I had to agree to, is not Embassy Suites policy but Cheapo's policy. I am not canceling my reservation but modifying it. There is a difference. They weren't eager to work with me until one of them told me to call the hotel, and that was what got the ball rolling for the modification. The hotel seems more willing to work with me. The manager just called me a short time ago to let me know as of now, he hasn't rec'd a request from them to change my dates He also told me he emailed them on my behalf, asking where the request was since the process should have started yesterday. My daughter has told me to cancel and just book somewhere else. By the way, she is paying for all of it, not just a cancellation fee. After seeing that the hotel manager actually took the time to call me & is trying to help me, I will wait the 72 hours that I must wait to see what will happen. If worse comes to worse, I will have to cancel with Cheapo and call the hotel to book directly with them.

After reading the terms I had to sign can you show me on that, not their general site but what I had to initial & agree to, which is what is posted, where it states anything about the $25... it doesn't. These were the terms I signed to... I have it in black & white. There is no set fee, no set rules, just by what they feel and deem necessary.. "subject to" "may be".. nothing that states "this is"...

 

[A Mickeyfan]

Here is the full agreement I agreed to.. and where it states Hotel, that is because they (Cheapo) have different agreements for different bookings. My booking is a "hotel booking" They have "Air", "Vacation" & "Car" bookings, so they label mine as Hotel (hotel only). I have X'd out my name & cc number, as well as the VAT number, but the rest is the ONLY terms I had to sign and agree with... maybe after reading these, some can see why I am upset. It is confusing to say the least. As long as everyone doesn't need a change, then I would say this is a good place to book thru.. please take the time to read what I had to agree to and then see where I am coming from....




Payable Through : HOTELBEDS USA, acting as agent for the service operating company, details of which can be provided upon request.
VAT Number : xx-xxxxxxxx
Hotel Cancellation Policy
Unless otherwise specified, rates are quoted in US dollars. The prices shown may not include any applicable hotel service fees, charges for incidentals (mini bar snacks, telephone calls, etc), or regulatory surcharges. The hotel property will assess these fees, charges, and surcharges upon check-out. Award points and airline mileage may not be awarded when booking discounted rates.

Property Policies
Actual guest names will not be available to the hotel until 48 hours prior to arrival. If you have questions about your booking, please contact directly up until that time.
The primary room occupant must be at least 18 years old to check-in to the hotel.
A credit card must be given at time of check-in for incidentals (mini bar snacks, telephone calls, etc).
Number of guests in each room must match the confirmation room occupancy.
Availability of accommodations for extra guests is not guaranteed.
Listed below are and the hotel’s cancellation and change policies. Some policies may vary by property:
Cancellation Amount(USD69.44) applicable From 21-Jul-2010 23:59 To 25-Jul-2010 .
Please contact our Customer Service department toll free, 24 hours a day, 7 days a week at: 866-466-8827 to inquire about cancellation and modification for this booking.
In some instances, for high demand special events or peak seasonal dates (examples of high demand special events would be Super Bowl, Olympics, New Year’s Eve in Times Square, to name just a few) many hotels may change the cancellation policies of the booking. If you are traveling during a special event or peak season, we recommend you contact CheapOstay.com to confirm the cancellation policies for your reservation.
Cancellations or modifications to the reservation may be subject to CheapOstay.com cancellation fees in addition to fees charged by the property.
Changes to dates, reduction in rooms or any other amendments are subject to fees based on the hotel’s policy.
No credits can be issued on unused room nights due to early departures.
Stay extensions require a new reservation.
To make changes or to cancel your booking, please call 866-466-8827.
All refund requests must occur within 60 days of scheduled hotel check-out. Refunds for early departures, no-shows or cancellations are at the sole discretion of CheapOstay.com.
We reserve the right to be indemnified by you in full against all loss, costs, damages, charges and expenses incurred by us as a result of any cancellation for any reason.
Charge Authorization
I, XXXX XXXXXX , have read & agreed to the Terms & Conditions prior to making this booking and have agreed to the total charge of 514.97 USD for this booking on my Visa (Credit Card Number : xxxx**xx). This will serve as my Electronic Signature.


All I am asking is to change my dates from July 25-Aug 1 to July 30th -Aug 6th. That is a modification, not a cancellation. They at first wanted me to cancel and re-book, and that was to re-book at a higher rate. It states modifications in the agreement. I see nothing that actually states $25 in what I signed. Yes, there was a blurb on their site, but not on the legal terms I agreed to. For all I know, they can turn around and state they are charging me $100 to change it since it doesn't specify an amount in the agreement.

Here is a copy of the link that some of you may be reading & yes, I did read that prior to booking, but that was not what I had to sign off on that I read. The above info was.. and that is my actual one from my sign off. The link below states the $25 fee, and that the change of dates is at the hotels discretion. Here is that link...
http://http://www.cheapostay.com/hotels/terms-conditions.asp#termsCopy
again, this is not what Cheapo had me sign & agree to. Which is why I am saying one hand doesn't know what the other is doing. They state one thing in one area, then have you sign in another yet that info isn't on it.. it all boils down to Cheapo having the discretion to do what they want..charge a fee, don't charge a fee.. allow modifications, don't allow them.. allow cancellations, don't allow them.. it is purely up to what they want to do with you, and that is a gray area when it comes to binding legal terms.

 

[A Mickeyfan]

Frankly I'd pay the $25 fee and either go directly through Embassy Suites or another reputable company.

I had thought that until I spoke to the hotel manager today. If in the event I don't hear from Cheapo within the 72 hour time frame (that jumped from 24-48), I am going to do that.

 

[A Mickeyfan]

Just got off the phone with CheapoStay and they have changed my ressies. They also suggested I call the hotel to verify that it has been done. I did and it was. They said they weren't charging me to change, only if I canceled. When I spoke to them today, they did not say anything about a fee for the modification. If they do, oh, well.. at least now (after 4 days of worrying) I know it has been done.

 

[es45]

I'm glad it worked out for you; enjoy your trip!

 

[A Mickeyfan]

I'm glad it worked out for you; enjoy your trip!

thank you

 

[dis-happy]

Glad it worked out for you; I bet that message from the hotel manager helped your case. Kudos to him! Maybe follow up with a short letter to corporate on his behalf...sounds like he deserves it.

I once had a problem with Book-It....I read every single page and link thoroughly before booking, but at the end of the reservation confirmation, it decided to tell me I'd have a $50. cleaning fee for less than a week's stay. I'm pretty good at handling problems, but Book-It wasn't so stellar (said they'd have a manager call me back in a few minutes who never did). Even the rep on the phone couldn't find the disclosure when she went through the pre-reservation process. In the end they said they'd cancel for their $25. cancellation fee (that's when I asked to speak to the manager). Thankfully the agent I called sent me back an email which said cancelling with no fee, so I used that to open (and win) a dispute with my cc. Needless to say, I've learned to be very leery of cheap hotel booking websites! Great for some people when it works out, but really bad when there is a problem.

 

[A Mickeyfan]

Glad it worked out for you; I bet that message from the hotel manager helped your case. Kudos to him! Maybe follow up with a short letter to corporate on his behalf...sounds like he deserves it.

I once had a problem with Book-It....I read every single page and link thoroughly before booking, but at the end of the reservation confirmation, it decided to tell me I'd have a $50. cleaning fee for less than a week's stay. I'm pretty good at handling problems, but Book-It wasn't so stellar (said they'd have a manager call me back in a few minutes who never did). Even the rep on the phone couldn't find the disclosure when she went through the pre-reservation process. In the end they said they'd cancel for their $25. cancellation fee (that's when I asked to speak to the manager). Thankfully the agent I called sent me back an email which said cancelling with no fee, so I used that to open (and win) a dispute with my cc. Needless to say, I've learned to be very leery of cheap hotel booking websites! Great for some people when it works out, but really bad when there is a problem.

I actually had thought the same thing, to contact corporate & tell them how super he was. When I called the ES to confirm that Cheapo had changed it, I did comment on what a great manager the hotel has but I know that isn't enough. I figured I would do it over the next few days. If I get a chance, maybe today.
A friend of mine had a problem with Book-It too! She did get a refund but it took them 2 months to credit it back to her charge card.. no, not just 2 billing cycles since they could have just missed the cut off for one cycle, but 2 months before they even posted it to her card. She will never use them again.. so we need to make a list of bewares.. Cheapo & Book It.. are on them. However, it isn't a do not use list. They aren't bad if you know you do not ever have to cancel or modify your trip.. so in other words, if you are going tomorrow, use them today For long range plans, stick with a company that allows for things to come up.. and will change your ressie easy....