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Outrageous fees, questionable business practices
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I booked a reservation at a property whose website led me to Rover Pass, to book the reservation on line. I read the details about no full refunds, because if I canceled they'd still charge the platform fee & also a cancellation fee. Rover Pass canceled my reservation within 5 minutes of sending the confirmation email. Then when they issued a refund, they charged me $41.23 for those fees. But I wasn't the party that canceled it. They state it was canceled due to "Guest no longer can make the reservation". What kind of explanation is that, for charging me for something that was totally their fault? Their website provided NO indication that I was not allowed to make that reservation, and the software allowed me to book it. What an easy way to make (steal) $41. There was no phone number to contact Rover Pass, so I used the on line form. They responded by telling me what the $41.23 was comprised of, but no offer of refunding it. I finally found their phone number on the BBB's site while I was submitting a complaint, but the number is for property owners, not customers like me. Trustlink displayed a different phone number for Rover Pass, but it was answered with a recording stating that the number doesn't accept phone calls. IF I WERE A PROPERTY OWNER, I'D AVOID THEM LIKE THE PLAGUE. They are alienating customers and also gouging with all those fees! In the meantime, I phoned the property owner to let them know about this and to rebook my reservation. AS A CUSTOMER, I'D DEFINITELY AVOID THEM due to excessive fees, lack of contact info for problem resolution, and questionable business practices like the one I just described.
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