Hi Wendy, Thank you for the feedback! Our team attempted to reach out to chat, and sent an email as well. We've also flagged the experience to our development team so we can improve our site for customers outside of the US. If the resolution offered via email doesn't work for you, please let us know.

We're sorry to hear about this - like you said, we're here to make things easy for you.  While every hotel negotiation is different, our reps should be amiable and willing to help you get whatever is possible.  We took this feedback to the team to find out what went wrong, and it looks like we were able to work something out.  If there's anything else we can do to make your dream day better, please let us know!

Hey Francine, our MS team (real humans!) did confirm what they saw; you cancelled the reservation immediately. Unfortunately, they also incorrectly assumed you would receive a refund automatically because that is the normal process. However, your reservation was booked as "non-refundable," so no refund was processed per the reservation agreement. We've provided that new team some much needed coaching about checking all details first, then providing an answer. Given the confusion, we've also gone ahead and processed a full refund for you, which will reflect in your account shortly.

Hey there! it is standard practice for a hotel to preauthorize a credit card for incidentals at check in, and the amount will show as pending for a few days. Checking with your bank may clarify how long the hold will be in place until falling off completely (unless any incidentals were due at the hotel, of course). Engine does offer a couple of options if a company doesn't want their employees to swipe their own credit/debit card at check in for incidentals; we're happy to reach out and see if anything works so you don't have to worry about this in the future! If that's already supposed to be in place, our Member Support team is available to help 24/7, and we'd love to solve the issue for you.