@mertsmith0 wrote:
I booked a Room at Aria Resort in Las Vegas, I booked the reservation through Southwest Hotels on 11/27/23 with free cancelation by 1/17/24. I was told SW uses Booking.com, however on my credit card the charge is listed as RTI*SWHotels. I was charged $6,420.17 immediately. I never received an email confirmation and I needed to cancel reservation during their free cancelation period. It's impossible to cancel the reservation through booking.com without a confirmation number and pin number that would have been on the confirmation email, but I never received it. I called SW airlines who said I must talk to booking.com. I called and emailed booking.com multiple times, however they will not help without confirmation number and pin number. They cannot even send me a confirmation email (so I can get the numbers) without me providing them the numbers first! I have spent hours working on trying to get my reservation canceled through booking.com and my credit. I did call the hotel and they noted I called to cancel during the free cancelation period, however they can't issue a credit, that has to come from booking.com. This is beyond frustrating.
Hello! I've used Southwest Hotels on numerous occasions. I would try the following:
- Go to Southwesthotels.com and click on "Manage My Booking". Click on "Resend Confirmation Email" by entering your email address.
The email should arrive within the next few minutes. If the email doesn't show, double check junk/spam. If that still doesn't work, it's possible that the email address that was entered at the time of booking was entered incorrectly. If that's the case, a Booking.com rep will need to help you but I would try calling them again through Southwest Hotels instead of directly through Booking.com. Try this contact info (this is the contact info that I receive in my confirmation emails):
concierge@southwesthotels.com
1-844-782-9792
773-770-4953
Before telling the rep that you're requesting a cancellation, let them know that you booked a hotel room through Southwest Hotels but never received the confirmation email or number. Provide them with your name and email address.
As a general rule of advice going forward (this would apply to booking any hotel or any travel via any carrier): Always save (via screenshot or print to PDF) or do a hard copy print of the confirmation screen following the purchase in case the confirmation email fails to deliver. This will ensure you capture and have record of the confirmation number following the purchase.
