Online booking error costs woman hundreds of dollars

PHOENIX – There are loads of sites online, all offering to help you book the perfect holiday destination.

Susan Lapointe says her last-minute booking on one of these sites took an interesting turn.

Susan and her husband were on a trip last summer to explore Grand Tetons and Yellowstone National Parks.

They chose to book hotels on the day they needed them. In this case, Susan found one with a western theme.

“You know, I thought the boxcar meant that was the theme of the play,” Susan said.

She was expecting a queen size bed in this western themed hotel.

“When we got there, they said, no, that’s where you’re going to stay. In the boxcar,” Susan said. “I said no no no. My husband is 84. I’m 72.”

Susan had found Heart Six Ranch. It is located in Moran, Wyoming near Yellowstone National Park. Instead of a western-themed room, she had actually booked a covered wagon. No toilets and no doors.

“They have big road signs that say beware of bears. I mean neon signs,” Susan said. “If you don’t have a door and you’re in a covered wagon, bears might come to visit you.”

A misunderstanding. Susan says the staff helped book a room at a nearby hotel. Susan says ranch staff promised to refund the three nights she had booked — $417 — but she never got her money back.

The Let Joe Know team contacted Heart Six Ranch. They say Susan never got a refund. They say she booked through a third-party site with a non-refundable price and their “glamping cart”, as they called it, was not used.

Susan did not dispute the charge with her credit card company or the booking site, believing the hotel would reimburse her.

Be sure to check the terms and conditions when booking online.

If you are booking last minute, it may be best to wait until you show up at the hotel to make sure this is where you want to stay.

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