Otel.com And Refund

I booked a condo/hotel using your website with Otel.com for Maui Hawaii on Feb 14, 2015. I used my VISA and they sent me a confirmation of booking with details and had taken the amount of $2,441.18. On Feb 15, 2016 I get an email from Otel.com stating they were unable to secure my condo/hotel booking with Kamaoli sands in Maui. They have not refunded me the full amount and claim it takes up to 5-15 business days to refund my money. However this is unacceptable and I can not go further with my holiday plans until I receive my full refund. I feel that something needs to be done to prevent false advertising and ruthlessly taking of funds from customers searching for a hotel/condo on your website. I would like to know if there is anything I can do further and if you can assist in any way. I need to have the full amount refunded ASAP, in the electronic age this is unacceptable and unethical that it has not been refunded immediately.

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Answer #1: Posted by TechSupport101 on February 18th, 2016 11:07 AM

This answer was accepted by the poster of the original question.

TechSupport101

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Hi. Below is all Trivango will ever have to say probably. As for Otel.com (as it is with all other entities) they will silence complainants by some tiny little line extracted from their considerably extensive and dreaded 'Terms of Service' :(

"Trivago is a hotel search and price comparison website and hence it is not actually involved in the booking. You will need to contact the booking site you booked the hotel with to change or cancel your reservation. You can find the contact details of popular booking sites on trivago by clicking here.

To identify which booking site you used, you should be able to find its name on your booking confirmation email. Please double-check your spam folder should you not have received one.

If you cannot find your confirmation email, you can always search on trivago for the hotel and dates you booked to identify the booking site you made your reservation with. You may also be able to find more information by looking in your internet browser history for the day you made the booking.

You can also try checking your credit card or bank statement, as the name of the booking site you made your reservation with may appear next to the outgoing payment."