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Written cancelation?

Posted by (Phoenix) on

Hello,

Yesterday I had reserved a hotel in Rome for when my wife and I are there in March. I selected a room for two adults but after booking it the reservation said it would be for one adult. I emailed them and they said it was a minor computer error but to add my wife would push the hotel out of our budget. No big deal, mistakes happen.

They said to cancel I need to "cancel it via written form". I read this and think they want me to hand write a letter and mail it to them. I'm happy to do that, but just wanted clarification as that's what they actually want. It says "without any charge EXCEPT FOR DIFFERENT COMMUNICATION" (they capitalized it, not me). I read this that if I cancel in a different format, I'll be penalized for it.

So, they want me to hand write a letter and mail it to them?

Posted by
11815 posts

“Written form” should include email. Is that ho you have been communicating with them?

SInce it was their computer error, it is cheeky to require YOU to cancel it at all. I would certainly save all comms with them in case of a future problem, i.e., a charged CC when you don’t show up.

Posted by
695 posts

This is an interesting dilemma. What protection and guarantee do you have sending a handwritten letter. If they require it then you must. Mail does get lost or ignored. However, I recommend attaching a photocopy of that document in an email to them as well referencing their request and your compliance. Any documentation you have may help if there is an issue later. Hopefully the hotel that you eventually decide to book has an easier cancellation or adjustment process.

Posted by
16655 posts

I'll vote with Laurel that written communication should include e-mail but I'd absolutely contact them and ask the question.

Posted by
16475 posts

Send them an email canceling your reservation and request a return confirmation. If email is not allowed, they will tell you.

While I almost always book hotels direct, if the hotel I'm dealing with doesn't have an onlline reservations system where I can cancel online, I'll book through booking.com

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