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  • Avatar
    Elisa Burke

    Dear Sirs,
    This evening, I was making a booking with Hotel Power for one of my clients, at the Hyatt Lakeland Florida; however, the system kept responding that the reservation was not valid. The note from the system stated that I had to call the 800 number for assistance with a code E4500 CANCELLATION POLICY CANNOT BE RETRIEVED THE REQUEST IS INVALID.
    I contacted the reservations agent to finalized the booking and asked her for information about the issue I was having. Unfortunately, she was not able to determine the reason why I was having such problem, and the agent had to build a new reservation. Consequently, I lost my time and booking commission. I have other clients who have requested I make the reservations for them, but I would not like to face the same problem, especially if they require full packages which include Air, Hotel, and Car.
    I would appreciate if you review this case to prevent future occurrences.
    Thank you for taking the time to read my comments.

  • Avatar
    SallyAnne - Senior Education Strategist & Customer Success Champion

    Hello Elisa, I'm sorry you're having problems with your bookings. This issue sounds like it may be due to an error on the advertiser's site, not a Rakuten Affiliate Network problem. Kindly contact the advertiser's customer support directly for assistance. You can find the advertiser's affiliate program contact information in your Publisher Dashboard. Instructions are here: https://pubhelp.rakutenmarketing.com/hc/en-us/articles/201616063-How-can-I-contact-advertisers-through-my-Rakuten-Affiliate-Network-publisher-account-