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Original Comment Hello. I hope this message finds you well. I am not at all happy about the customer service myself and travel companion have received from your establishment. We have tried for the past two weeks to get in contact with your office. With little success, we were able to finally get a hold of someone, but our issue has not been resolved.<br /> <br /> We were set to stay at the Dream Inn in Puerto Rico from 3/18-3/22. We were able to get a hold of a customer service representative on 3/16. They advised that the prepaid reservation would be cancelled at no penalty to us, with a full refund. Days later, the refund still did not process. We contacted the hotel and spoke with the owner, Nimu. She stated that she did not receive a formal cancellation from you regarding our request and the reservation is still active and valid in their system. She said that she can process a no-show and charge us a penalty of one night's stay.<br /> <br /> Again, we were already told that we would receive a full refund. We got a hold of customer service on 3/19. The representative was extremely rude and ended hanging up the phone call. We have further communication from the owner, Nimu, that she will grant an exception and process a full refund. However, you need to cancel the reservation in your system in order for that to process. I have called your establishment hundreds of times and have not been able to get a hold of anyone. I will continue contacting you all until I receive my full refund. This is unacceptable customer service.<br /> <br /> <br /> <br /> <br /> .

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