Description

We made a hotel reservation at the JW Marriott through Traveluro.com for a speaker at an event we were hosting. Check-in date was to be June 10th, check-out date June 11th. Traveluro charged our American Express credit card $431.01 for the reservation. Our big group arrived at the hotel on June 9th, we discussed the reservation with the front desk, because we wanted to be sure our credit card was on file for any incidentals. On June 9th, the front desk informed us that Traveluro had cancelled our reservation, they have since sent us email confirmation of this, including a screen shot from their system showing the cancellation confirmation. Traveluro was called and a case was opened. After reviewing the case, they are refusing to issue a refund due to "the reservation is nonrefundable". I have argued that if we canceled, yes, the reservation would be nonrefundable. However, Traveluro canceled the reservation prior to the check-in date, therefore the reservation should be refunded. They have stopped all contact with us at this time. I have filed a dispute with American Express to have the charge refunded to our credit card. I believe that Traveluro is operating a scam, making hotel or other travel arrangements, charging your credit card for them, canceling them prior to your travel arrangements, and then refusing to refund, standing behind a nonrefundable clause on the reservation. We believe that the nonrefundable clause becomes void when they cancel the reservation though, and fully believe that they should refund all monies for the canceled room since we did not request the cancellation, JW Marriott did not cancel the reservation, Traveluro canceled the reservation.