We reserved two nights over Xmas at the El Convento through Bookit. Due to illness, we had to cancel one of the nights, which Bookit was happy to do with no cancellation fee. When we arrived at the hotel, we were told that Bookit had cancelled both nights and we had no reservation at all. This was the day after Xmas and San Juan was crowded with tourists. Although we had reserved a deluxe room, the only accommodation remaining was a standard room, which we were grateful to get. The staff at the El Convento charged our credit card and confirmed multiple times that Bookit had not paid the hotel a dime for our reservation. However, they would not confirm this in writing. Although we never cancelled our reservation at the El Convento, Bookit still charged us for one night in a deluxe room plus $19.95 cancellation fee for a total of $520.44. As soon as we got home, we emailed Bookit to dispute this charge. They never responded. For five months we've been disputing this charge with our American Express card. The Amex rep told us that Bookit and El Convento now say that Bookit paid for our room. However, Bookit has not had the courtesy to respond to multiple phone calls and neither has the hotel. I phoned Talana at El Convento four times and requested an email with proof of payment. She told me their computer was down and they would send proof as soon as it was "fixed." I also asked to talk to her supervisor, Osvalvo Soler, and she assured me he would call. This was three weeks ago and I haven't had the courtesy of a response. Both the El Convento and Bookit have lied to us numerous times and have blocked resolution of our dispute. Very disappointing and sordid to be lied to so blatantly and treated with no respect or consideration by either party.
- Official Description (provided by the hotel):
- Located in the heart of historic Old San Juan, Hotel El Convento has set new standards of luxury, comfort and service while preserving the rich character of this former 16th century convent. This landmark treasure, a member of Historic Hotels of America and Small Luxury Hotels of the World, has earned four diamonds from AAA each year since its opening. This is the exclusive hotel experience to indulge the most discriminating of travelers, and is a hotel like no other. ... more less
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- Also Known As:
- El Convento San Juan