Question: I don’t know where else to turn. I recently booked a room at the Holiday Inn French Quarter-Chateau Lemoyne in New Orleans through its central reservations phone number.
When I arrived, the New Orleans Police Department had the entire block closed off. I immediately called the hotel and told a manager I couldn’t access the hotel. He said he did not know when the blockade would be lifted and couldn’t help get my car or luggage to the hotel.
He couldn’t cancel my reservation because I had made it through Holiday Inn’s central reservations number. After several more attempts to reach the hotel, he agreed to help me cancel my reservation. I stayed at another hotel that night.
Three days later, a $113 charge appeared on my credit card from the Holiday Inn. I disputed the charge, but they told me I couldn’t get a refund because I could not prove that they refused me the room. When I called guest relations they said they needed a cancellation number before they would consider a refund. Otherwise the hotel itself would need to reverse the charge. When I call the hotel, I get only voicemail. Can you help? — Gabriel Medina, Elk Grove, Calif.
Answer: If a hotel representative says your reservation is canceled, you shouldn’t be charged for your stay.
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