Updated: Problem with HoJo reservation website

[oumagic]

UPDATED: The problem with this unadvertised "non-refundable" rate seems to be with the parent company's reservation system. I received a call from the HoJo Anaheim and they are making an exception to corporate policy and willing to credit me the difference between the rate I booked and what I saw the next day. This means that I am whole and happy to stay at one my favorite Anaheim hotels. It does not mean that the problem for others may not still pop up. The HoJo in Anaheim cannot fix the Wyndham reservation system. There is still a chance that someone will book this rate and not know that it is non-refundable or that the "deposit" is the total for the entire stay. The hotel does know of the problem and is trying to get it fixed through the parent company (Wyndham).

Rafael at the actual HoJo front desk got an irate customer on the phone and talked with me professionally and calmly helped resolve the situation and he deserves kudos for that. We booked it late Sunday night because we were excited about the trip and then saw "non-refundable" in the confirmation email we received that night. Had we not seen a better rate the next day, I wouldn't have probably cared that I was accidentally given a non-refundable rate.

Original Post below:

I kind of buried this in another thread and felt it was too important to just leave there. There is an issue with their site and you MUST click on "Cancellation Rate & Details" on at least one rate to see that it is non-refundable. I just want to highlight the issue so people can look closer than I did. I have also posted the same screenshots in my other post, but felt it needed its own topic. It is misleading that the rate I picked specifically because it did not say "Non-Refundable" ended up being that way if I would have read the fine print. I did not see it was non-refundable until i got my confirmation email and have tried to discuss with HoJo reservation and have had no luck yet. I love the hotel, but BE CAREFUL BOOKING THROUGH THEIR RESERVATION SITE. I picked the "Stay 2" rate that doesn't show anywhere that it is non-refundable. I am not sure if there is an issue with the other rates. My mistake, I should have read the fine print and buyer beware! I know that I have no legal recourse because it is in the fine print and I did agree to read the "cancellation policy" before booking. But usually, non-refundable rate are prominently advertised as such, just like their "Stay 4 Nights" one is below. Screenshots from today where you see that only one rate says non-refundable at the selection screen:


Then you get to the second screen and it still does not mention it. You have to specifically click on the link for "rate details" to see it

 

[Cal-Pie]

Yikes! That is really misleading, I hope they work it out for you.

 

[StarlitNight05]

Wow that is misleading. I know Hojo has someone here on the boards that usually responds to Hojo related posts. Hopefully Kriss, @Hojoanaheim, can help you out if you don't have luck over the phone.

 

[oumagic]

I sent Kriss a number of messages and also emails with screenshots to the stay@ email address. I have never had an issue with HoJo before. People on the phone weren't helpful because they keep saying I booked a non-refundable rate and there is nothing I can do. They aren't catching that I feel there is a problem with the site and did not knowingly book a non-refundable rate. At this point, I am pretty frustrated and have spent a lot of time trying to resolve. I just want to make sure people in the Dis family aren't caught in the same situation.

 

[oumagic]

They just keep saying the same thing that boils down to, "sorry, you should have read the fine print."

I don't understand how someone can look at the reservation page that I posted and not apologize for it being so unclear. I don't understand their stance that it is perfectly clear by looking at that page that any and all of the rates could be non refundable. If that is the case, why put "non-refundable" on any of the advertised rates if they all might be? All of this headache is because they do not want me to cancel and re-book to save $238? They can keep the money, I will never be back after my non-refundable trip. I will avoid HoJo and Wyndham whenever possible going forward.

 

[StarlitNight05]

They just keep saying the same thing that boils down to, "sorry, you should have read the fine print."

I don't understand how someone can look at the reservation page that I posted and not apologize for it being so unclear. I don't understand their stance that it is perfectly clear by looking at that page that any and all of the rates could be non refundable. If that is the case, why put "non-refundable" on any of the advertised rates if they all might be? All of this headache is because they do not want me to cancel and re-book to save $238? They can keep the money, I will never be back after my non-refundable trip. I will avoid HoJo and Wyndham whenever possible going forward.

I agree with you completely. I wonder what their logic is for having the clear disclaimer in the "Stay 4 Nights" category, but not others? Seems like they would want to be consistent.

 

[oumagic]

I will update the 1st post. The front desk did call after I reached them on social media. I did try to reach someone via the phone earlier and had NUMEROUS emails, but the phone call finally resolved the situation. Apparantly, there is a glitch in the parent company's reservation system. They know about it and they are trying to resolve. They are willing to credit me back what I was going to save by booking through my wife's work. I am very happy that we get to stay at one of our favorite Anaheim hotels and I am glad that we are staying at the lower rate I found 12 hours after booking. I wish it would have not taken me all day to get resolved; I feel like the first email I sent that showed them why I was confused on it being non-refundable should have been the last of it. I hope it is ok to share the name of the person that helped me. It was Rafael and he was great on the phone speaking with a very upset customer.

 

[StarlitNight05]

I will update the 1st post. The front desk did call after I reached them on social media. I did try to reach someone via the phone earlier and had NUMEROUS emails, but the phone call finally resolved the situation. Apparantly, there is a glitch in the parent company's reservation system. They know about it and they are trying to resolve. They are willing to credit me back what I was going to save by booking through my wife's work. I am very happy that we get to stay at one of our favorite Anaheim hotels and I am glad that we are staying at the lower rate I found 12 hours after booking. I wish it would have not taken me all day to get resolved; I feel like the first email I sent that showed them why I was confused on it being non-refundable should have been the last of it. I hope it is ok to share the name of the person that helped me. It was Rafael and he was great in the phone speaking with a very upset customer.

Woohoo! Glad it got resolved.

 

[Pamela M]

Isn't Marriott in trouble for doing the something similar? I think they got in trouble for burying those pesky resort charges. Glad you got it resolved.

 

[RobertaMomof2]

Glad they made it right. Enjoy your trip.

 

[SteveH]

Thanks for following up with the update, good news! Enjoy your trip.

 

[Jimsig]

IMHO when it's a non-refundable rate they should be required to have you click a box where it clearly and only states:

"By clicking this box you acknowledge that you agree to this non-refundable fare"

and not having it buried anywhere else with other mumbo jumbo.

I know I have seen at least one hotel chain that has something similar so there is no confusion.

Glad it worked out for you.