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Reimbursement for costly online hotel booking error – NBC 5 Dallas-Fort Worth

Darlene Greene of DeSoto, Texas, went online to book a stay at the Gaylord Texan Hotel and Resort in Grapevine for a long weekend with her grandson this summer.

After some technical difficulties, Greene completed the reservation but the confirmation showed up the same day with a check-in before 6 p.m. The reservation was made at 10:30 p.m.

Greene called the hotel to try to correct the problem and was told she needed to speak to a manager. The reservation was considered a no-show and the credit card on file was charged for a one night stay.

“So 30 minutes later – I was on hold for 30 minutes – she came back and said, ‘Well, no manager picked up. Now, at this point, in my mind, this hotel was not cheap. But one night was $700. So even if you have a small crew on Sundays, for that price you must have someone to talk to customers. I’m sorry, I mean, it doesn’t make sense,” Greene said.

Unable to reach a manager within days, Greene contacted NBC 5 responds. After contacting the Gaylord, they corrected the error, refunding the costs totaling $765.83.

In a statement, the Gaylord said: “We take customer feedback seriously and strive to resolve any issues in a timely manner.”

Green advises others to call when booking, especially if you’re having trouble online, saying, “I think it’s best to talk to someone, although it’s not foolproof either. But , at least you’ll have a name to talk to with.”

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