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Hello, I have talked to the customer by phone. Our office is open M-F, noon CST-5, PM, CST which states on our FB page and website. We also state on voicemail. Upon initial booking, we offer travel insurance to all guests, the guest declined the travel insurance, which would have
protected her investment. I also tried selling the insurance to the guest as you may purchase up until the day of the trip, however, the guest declined. As the guest states, we do have a no refund and nontransferable policy, which the guest agreed to when she signed up. Special events are nonrefundable. All hotels in New Orleans are nonrefundable during special events with no exceptions. Unfortunately, we are unable to refund the guest as we provided a serviceHowever, the guest canceled with the knowledge of policy. The guest still has time to purchase travel insurance, in which, the guest will file a claim with the insurance company to recoup any and all money paid. I will be more than happy to assist the guest with the purchase of insurance through Travel Guard. Enclosed is our client profile all guests completes upon booking. I can also provide additional information detailing our policy

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Complaint: 12826309
I am rejecting this response because:I have purchased travel insurance so with that being said I should’ve been told that via the email because we DID NOT speak on the phone. If travel insurance will get my money back I was not told this by the tender.
Regards,
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