Greg: Hello, I've made a reservation using your website, but I've just received an information from the hotel that it is no longer valid.
John: Hello Greg, I'm truly sorry to hear that. Could you please send me the reference number?
Greg: BJD90e2FS
John: Thank you, Greg. Checking the status right now.
Greg: I have checked the option to pay the total amount in advance. I saw the bank froze the sum on my account already.
John: It seems that indeed your booking has been cancelled by the hotel.
Greg: Aha, and why is that? I'm in a very difficult position right now as I've just arrived in Barcelona and have nowhere to stay.
John: We are really sorry for the inconvenience, but you need to contact the hotel directly. We will do the same to find out what happened and why your booking was cancelled in order to avoid this happening again in the future.
Greg: But what should I do now? I've spoken to the manager and he said it might have been cancelled by accident. They don't have any vacancies right now and all options suggested by the local staff is well above my budget. Especially, as my budget for the accommodation is still frozen and I can't access it.
John: If your reservation was cancelled, you should receive the whole sum back. Please contact your bank to find out the time when it can be processed.
Greg: Thank you, but that doesn't solve my problem. Banks are already closed as it's past 8 PM. I'm currently standing in the hotel lobby with all my luggage with no place to go to. As I made a reservation on your website, I think you or the hotel should take the responsibility to provide me with an affordable place to stay.
John: I am sorry to hear that, Greg, but in accordance with our policy, we do not take any responsibility for hotels actions. The sum you paid should be reimbursed to you as soon as possible. We also will review our cooperation with the hotel, but unfortunately, we are not able to book for you a different place.
Greg: Great service indeed. So what should I do in this case?
John: In situations such as this, we strongly advise our clients to use our website to make another booking and always make sure that the reservation was confirmed by the hotel. If you are not sure whether your booking was successful, please contact the hotel staff directly.
Greg's hotel reservation in Barcelona was cancelled and he has no place to stay. It's past 8 pm and he's waiting in the hotel lobby. John's company will call the hotel to find out why the reservation was cancelled and they will review their cooperation. John can't book accommodation for Greg. 