My problems with the company started when I made a booking on Cheapestdeals.com for a stay at the Wellington Hotel in New York. I received an Email from Philip at Nightmaker informing me that the hotel was unavailable and offering me other options I replied asking to change my booking to the Southgate Tower (a standard room which sleeps 4). It took 5 days for me to receive a reply, in-between which my card had already been charged, the reply confirmed that my booking had been accepted. I then proceeded to book a hotel in New Orleans for the first half of my trip (more fool me!).
In-between time I decided it would be a good idea to check my booking directly with the hotel. I was informed by reservations staff at the Southgate Towers that a booking did exist in my name however, the booking was only for 2 people and that the room we were in would only sleep two people, Health and safety would allow no more than this. I explained that we were informed the room would be suitable for four and that as there were 3 of us we needed this changed.
As, is understandable the person on the other end told me I would have to go back to the company that I made my booking with to change this. So, I did.. I sent 8 emails and had no response and so called the company (as I am in the UK and the customer service centre is quite obviously in India the time difference made calls quite difficult.. not to mention costly!) I first spoke to Walter who told me he would need to phone the hotel and get back to me.. he never returned my call.
I then spoke to Phillip, who told me the same and also, never returned my call. I then called the Southgate Towers again and explained the whole situation to them, I was advised that it was definitely not possible for 3 people to stay in this room and that unfortunately, there were no other rooms available, they were fully booked. I called Cheapestdeals.com again and spoke to Phillip again.. He spent an awful long time trying to convince me the room was suitable for 3 people but I had already had confirmation from the hotel this was not true so told him so and then he asked if we wanted to book another hotel. I informed him I would never make another booking with his hotel and as I hadn't yet completed my booking for New Orleans please cancel that too (the hotel we had chosen was unavailable, I had not confirmed I wished to make another choice yet my card had still been charged!)
So, 15 days before we were due to fly out we were left having to find another hotel. As it turned out the hotel we found was wonderful and very accommodating to our needs.
Cheapestdeals.com did refund my card however, as the payment was charged in Rupees (yet the price showing up in the Email below is dollars!) I lost an awful lot of money in exchange rate fluctuations in the time between my card being charged for the two transactions and my card being refunded.
Also, on returning form New York I found out that my card had been charged 95 by the Southgate Towers (the price of one nights stay) a cancellation charge I believe. Even though in the email I received from cheapestdeals cancellation was 72 hours and I spoke with Phillip 16 days (384 hours) beforehand.
I do question why my card details were handed over by cheapestdeals.com to Southgate Towers when all the accommodation was pre-paid. I've booked with other sites on many an occasions and they never do this, I always have to present the hotel with a card on check in. Southgate Towers will not refund this amount and I have had no response from my numerous Emails to Phillip, Walter and Shania at Nightmaker. My Credit card company have also tried to contact the company regarding this matter, leaving messages to no avail. I'd really like to say how appalled I am at this level of customer service' however, I find it very difficult to even bring myself to call this customer service' there has been none provided!
My Searching on the Internet has found a number of companies all connected with Mark Merani, In a rather conspicuous manner.. All companies claim to be US based in California yet detailed digging leads them all to a company called SSHRS Private Limited, India.
Sarah
Oxford
United Kingdom
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