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Orbitz Hotel Reservations

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42 Reviews & Complaints

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Incompetent, Rude, Time-Consuming Orbitz
Posted by Hk479 on 03/27/2006
NEW YORK, NEW YORK -- The first time Orbitz messed up for me was in Mexico, when we discovered that Orbitz had sent us to a non-existent car rental agency, We ended up without a car and many dollars worth of taxi bills.

The second time Orbitz messed up was when we arrived at a hotel only to find that Orbitz still hadn't confirmed our reservation with them! We ended up waiting for an hour and a half before just booking a room with that hotel.

The third time, this time, Orbitz cancelled my hotel reservation without my permission. Then, they charged me for the entire stay! Wow, Orbitz sucks. I have used every site online and I have to say, Orbitz is the worst. Customer service is offl Orbitz doesn't even know what's going on; no proper contact with the hotels they manage.

I will be sure to tell everyone I know and every review site I can find to avoid Orbitz unless they want to spend an hour of their time trying to rectify a mistake that Orbitz made.
     
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Posted by CAR7 on 2006-03-24:
well after the first mess up you should have learned your lesson the second is even harder then a third, i work like this you f up once no more, orbitz.com did me dirty but i got my money back but they will never get my business again
Posted by ladylove on 2006-03-28:
Glad to find that out, to think I was going to book a reservation. oh no!!!
Posted by Doe3001 on 2006-03-29:
These online travel agencies suck. I’m spreading my horrible experience I had with EXPEDIA. Please read my case to avoid being the next victim of EXPEDIA:

http://www.geocities.com/humbaba2000/BadExp.htm


and http://www.my3cents.com/showReview.cgi?id=12466

Good luck travelers;
Posted by KJI on 2006-07-19:
Orbitz , they just don't have any customer service, just the rude girls in call centres. I had a complaint about a hotel in new york who ripped me off which was booked through orbitz. I sent complaint and even after few weeks they kept on sending me automated messages, but absolutely no resolution. They just busy collecting money by ripping off customers. Don't trust them, they really suck. They are just corporate thieves, or I should say greedy robbers.
Posted by DFrat on 2006-08-25:
I have experienced some of the worst customer service of my life with Orbitz over the last week. I have previously made a reservation to fly to Europe in the month of October. Unacceptable changes have been made to my return flight schedule, (my original direct flight from Milan to Washington has become a flight from Milan to NY, NY to Cleveland, Cleveland to Washington) and no one at Orbitz seems to be able to assist me. The first customer service agent told me I needed to call back during the week (as if that's all I have to do during the work week is spend 2 hours on the phone with Orbitz). The second customer service agent told me it wasn't Orbitz problem, I had to call Virgin Atlantic Airlines. Of course Virgin Atlantic then told me that it was NOT their problem that I needed to call Orbitz. The third customer service agent told me that I had to complete my flight to Europe before I could make changes to the return flight. So I'm supposed to fly all the way to Europe with no guarantee as to how I'm supposed to get home. She again suggested that I call Virgin Atlantic, who again insisted that this was Orbitz problem. This is the last time I will use Orbitz.
Posted by Anonymous on 2009-09-13:
Do you not confirm your reservations yourself? Use a service for a discount, but confirm on your own. I use a travel agency and STILL confirm with hotel, air, car etc myself.
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Not as Described
Posted by Joem.walter on 10/07/2013
SALINAS, CALIFORNIA -- We were trying to book a room at the Holiday Inn Express in Salinas California, but for some reason were booked at the Holiday Inn in Santa Nella California, which is an hour away.

Before booking I checked all the relevant information, as I was aware the one in Salinas was booked, and I've been burned by Orbitz before, NEVER AGAIN! The dates were correct, the location was correct, the price was right, everything looked good.

Fastforward to when I open my email. The room is booked in Santa Nella. There is a cancellation fee, which I was aware of, but only agreed to under the context of renting a room in Salinas... So disappointing, such a headache to try and refund, ended up filing a Visa dispute with my bank, but they are even fighting that. Must not be going so well with Orbitz right now. Maybe I'll start check My 3 Cents before dealing with online companies from now on.
     
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Posted by cmthru on 2013-10-07:
Even though this is a great place to find comments you ought to also research online reviews (not at booking agencies) and then direct booking with the property.
Posted by Orbitz on 2013-10-08:
Hi

My name is Jeanna, and I am part of the Orbitz Customer Relations Team. We want to learn more about your experience so that we can address the issue. Please email us at socialnetwork@orbitz.com and enter my name in the subject line, so that I can investigate further.

Thank you for your patience, and I look forward to hearing back from you.

Sincerely,

Jeanna
Orbitz Customer Relations
Chicago, IL
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Incompetent Morons!! Charged For Hotel That Was Full
Posted by Hay4life1 on 08/12/2013
I will never book with Orbitz again. After getting an e-mail confirmation of my hotel reservation we drove 300 miles only to be told that the hotel is full. I called Orbitz and after spending 2 hours with them on the phone with 3 different people. They sent us to another hotel but turned out they booked us for the following night. It was the worst vocation of my life. After all that they had the audacity to charge my bank account for the hotel. Then it took me another 40 minutes to explain to the incompetent supervisor that they need to refund me because we did not step a foot in either of the hotels.
     
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Posted by custrelguy on 2013-08-19:
Hi, hay4life1,
This is Robert, and I am part of the Orbitz Customer Relations team. We want to learn more about your experience so that we can address the issue. Please email us at socialnetwork@orbitz.com. Please use my name in the subject line, so that I can investigate further.
Thank you for your patience, I look forward to hearing from you.
Sincerely,
Robert Woyach
Orbitz Customer Relations
Posted by cjpmn2010 on 2013-08-20:
Looks like you got treated like I did. It is a pattern in their business not an exception to the rule!

http://mythreecents.com/showReview.cgi?id=128624

You also got the canned message to contact socialnetwork as well. Trust me, they will never reply to you!

Dispute all of the charges with your credit card company for service not provided.
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Terrible Experience Will Not Use Again!
Posted by Dlkruis on 08/12/2013
I had an emergency and needed to cancel the reservation I made 2 hours prior. I called the hotel to cancel and they told me I had to call Orbitz direct. That is when the waste of my time began. I gave the CSR my information and I sat on hold while I waited for him to contact the hotel. Then I had to wait on the phone while he had to send them a fax! I was sitting on hold a total of 15-17 minutes. Why was it necessary for me to sit on hold while he did his work?

I offered nothing while he talked to the hotel nor while he faxed the hotel. Better yet, why couldn't I cancel with the hotel directly! I can assure you I will only make my reservations direct in the future.
     
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Posted by Weedwhacked on 2013-08-12:
Consider yourself lucky that they cancelled it for you. Their reservations are non-refundable and non-changeable after its booked. It is on the terms and conditions that you don't seem to have read when you booked the reservation.
Posted by John Nicholson on 2013-08-12:
I do not understand what your problem is. They cancelled it, tho they had no obligation to do so. Perhaps you are complaining about the time you spent on hold. You could have just hung up the phone and taken the loss if your time was so valuable.
Posted by olie on 2013-08-13:
"Better yet, why couldn't I cancel with the hotel directly!"
Because you didn't BOOK with the hotel directly.
Posted by custrelguy on 2013-08-19:
Hi, dlkruis,
This is Robert, and I am part of the Orbitz Customer Relations team. We want to learn more about your experience so that we can address the issue. Please email us at socialnetwork@orbitz.com. Please use my name in the subject line, so that I can investigate further.
Thank you for your patience, I look forward to hearing from you.
Sincerely,
Robert Woyach
Orbitz Customer Relations
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No Customer Service - Selling Rooms That Don't Exist!
Posted by Cjpmn2010 on 08/07/2013
CHICAGO, ILLINOIS -- On Saturday 8/3/2013 I booked a room at a hotel in Milwaukee through Orbitz. When I arrived at the hotel I was informed that they did not have a reservation and they had no rooms. After telling them it was on Orbitz they told me they had been full all day but Orbitz kept sending them rooms and it was not their problem.

THIS ROOM WAS PRE-PAID AND I WAS CHARGED AND GOT A CONFIRMATION!!!

I called Orbitz, and the agent who was obviously speaking English as a second language called the hotel, was told they were full and then blamed everything on the hotel. The most he was willing to do was to cancel the reservation. When I asked about another room he wanted to do nothing until I asked for a supervisor. I was then told he called every other hotel showing as available and told they were full and it was the fault of each hotel and not Orbitz.

He told me to book another online that I did and then came back and told me they were full as well after they charged my credit card again.

He only offered to refund the first charge in five days and wanted to do nothing else until I demanded. There was no customer service, I was lied to about what hotel's he called, the website does not display proper rooms available but they sure do instantly charge your credit card but they are not willing to refund for their errors.

I told them it was their responsibility to find me another room and to pay for it which he said his supervisor said they couldn't do (after I was told no supervisors were available) and then after pushing they said they could find a room 25 miles away, gave me a name of a hotel but would not give me directions. I didn't know where I was at the time. When pressed for directions he then hung up on me.

I called back and was told the only note in the account was that I agreed to a refund of the first hotel and that was it. Needless to say I was left stranded and without a room that night by Orbitz. Yes, you still charged my card!

When I contacted them about the charges they claim that I stayed at the second hotel which I was told was full after making the reservation.

NEVER NEVER book through Orbitz or trust what they say they have in room inventory.
     
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Posted by Soaring Consumer on 2013-08-07:
Contact your credit card company and dispute the charges for failure to render services paid for.
Posted by custrelguy on 2013-08-08:
Hello,

My name is Shalon, and I am part of the Orbitz Customer Relations Team. We want to learn more about your experience so that we can address the issue. Please email us at socialnetwork@orbitz.com and enter my name in the subject line, so that I can investigate further.

Thank you for your patience, and I look forward to hearing back from you.

Sincerely,

Shalon
Orbitz Customer Relations
Chicago, IL
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Non-Accessible Orbitz in Collusion With Roach-Motel
Posted by Varnerbones on 06/18/2013
BOULDER, COLORADO -- I booked 2 nights for Lexington hotel in Key West for May 9, 10 of 2013. The room had none of the amenities functioning...non-working phone, TV and refrigerator, plus giant cockroaches and the building had termites buzzing some of the rooms. I departed after that first night but the front desk clerk refused to accept my checkout, referring me back to Orbitz who made the original reservation; Orbitz was totally non-accessible that whole morning of the 10th, so I placed the room key on the front desk and departed after the first night. "Dispute resolution" through Orbitz now consists of Orbitz, in collusion with Lexington, telling me that hotel records show that I stayed the second night, was moved to another room and had no further complaints! This is an absolute lie and we can produce evidence of our whereabouts on that second night; it was certainly not at the Lexington! outrageous scam and collusion between Orbitz and sub-par hotels should be recognized; avoid Orbitz at all costs.
     
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Posted by Orbitz on 2013-06-24:
Hello,

My name is Charlotte, and I am part of the Orbitz Customer Relations Team. We want to learn more about your experience so that we can address the issue. Please email us at socialnetwork@orbitz.com and enter my name in the subject line, so that I can investigate further.

Thank you for your patience, and I look forward to hearing back from you.

Sincerely,

Charlotte
Orbitz Customer Relations
Chicago, IL
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Date Error in Processing
Posted by Cunningham.ks on 06/09/2013
We booked a hotel through this site, which was a part of a trip we are taking for our daughter's birthday. We double checked our dates several times before confirming the dates, and after confirming the hotel. We then proceeded to book a snorkeling trip with a local company close to where we were staying, which further proves the date we were intending to stay. Today we received an email asking us to review the trip which we are not due to take for yet another month. We immediately called customer service to help rectify this error.

First, the customer service representative informed us that as it was "past our booking date," she could do nothing and that we should have called before this date. We were charged for the room for the night we booked the room, not for the dates we requested one month from now.

I asked to speak with a manager, and the same customer service representative got back on the phone and refused to do anything to rectify the matter or reimburse us for this error.

I have never seen such poor customer service nor such a lack of regard in correcting clear errors. I will never use this site, and I feel very strongly about letting others know how poor the quality of service this site doles out to its customers.
     
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Posted by Orbitz Customer Relations on 2013-06-11:
Hi,

My name is Sarah, and I am part of the Orbitz Customer Relations Team. We want to learn more about your experience so that we can address the issue. Please email us at socialnetwork@orbitz.com and enter my name in the subject line, so that I can investigate further.

Thank you for your patience, and I look forward to hearing back from you.

Sincerely,

Sarah
Orbitz Customer Relations
Chicago, IL
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Bad Customer Service
Posted by Rhallrealestate on 03/15/2013
SAN DIEGO, CALIFORNIA -- My wife booked a hotel room for the wrong day by mistake then called immediately and spent the next 1.5 hours on hold then she was disconnected. She then went on line to chat and the customer service person said that she should call back because they can't help her. My wife called back and we are still on hold at 50 min and not a person has talked to us. Their cancellation information says no refund, that is interesting that now we can't get in touch with them to discuss the simple problem and now I will have to fight with them over 150.00 dollars that they have stolen from me.

What a great trip we will now have, my suggestion is to use any other site for your vacations or business trips or suffer the same hell as I am.
     
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Posted by trmn8r on 2013-03-15:
My impression is these third party sites sell reservations that have more stringent cancellation/change policies than if you book directly. That is why I would never use any of them. From what you said, it sounds like Orbitz' policy for the reservation in question is no refund, so I am not sure what they can do for you.
Posted by custrelguy on 2013-03-15:

Hi,

My name is Lynn, and I am part of the Orbitz Customer Relations Team. Please email us at socialnetwork@orbitz.com and enter my name in the subject line, so that I can assist.

Thank you for your patience, and I look forward to hearing back from you.

Sincerely,

Lynn
Orbitz Customer Relations
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Do Not Use Orbitz
Posted by Mskellysmail on 01/16/2013
CHICAGO, ILLINOIS -- I called Orbitz because my friends actually received a pretty cheap package deal, which made us all want to go to Vegas. (Now I'm scared for them after reading these reviews and happy I did not book with orbitz) I was on the phone for over an hour, the lady on the phone said that she was booking it, found the package, got my information, got my debit card number from, then said she was purchasing it and put me on hold. Then after being on the phone an hour she tells me that unfortunately that's no longer available, umm then why did you take my card number.

I should of hung up then, but I really wanted to go so I continued to talk to her she said she was checking different flights. I was put on hold multiple times each time she would come back with a different excuse. She lied to me several times, once saying that flight was fully booked, another time telling me my friends had bought insurance. The whole thing was a scam each time there was a new problem, that needed more money. She kept telling me I needed to raise my budget of about 700. Um no, the whole point of this trip was that it was supposed to be CHEAP, I'm a college student, tuition is expensive enough.

Finally I told her never mind and hung up. 5 minutes later I was able to book the same flight through the same airline my friends were using and was able to book the hotel for around 600. Both of which she told me were no longer available. Wish I would of done that in the first place instead of wasting hours of my time. Do Not Book w/ them HUGE SCAM!!!!!
     
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Posted by trmn8r on 2013-01-17:
Anyone considering using Orbitz would be wise to first read some reviews. The lure of saving money will draw many to Orbitz. Personally I would never consider it.
Posted by Dryer Lint on 2013-01-17:
Why would you phone an online booking service?
Orbitz doesn't see all an airline or hotels inventory so it wasn't that the agent was lying.
Posted by custrelguy on 2013-01-17:
Hi, Mskellysmail,
This is Robert, and I am part of the Orbitz Customer Relations team. I am sorry for the confusion that this has caused. Please forward the Orbitz Record Locator to us at socialnetwork@orbitz.com. Please use my name in the subject line, so that I can investigate further.
Thank you for your patience, I look forward to hearing from you.
Sincerely,
Robert Woyach
Orbitz Customer Relations
Posted by askme on 2013-08-07:
it would be better if you book online than booking in the phone. as a consumer we have to be responsible as well most especially that it deals with money, you may mentioned that you are a student then why you never get a chance to check first online than rushing right then in calling for you to book a package . my point is double check first before booking, remember this travel agency are still up to availability that is why your desired package deal is lost cause its no longer available.
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Orbitz reserved us a promo that we were not eligible for!
Posted by Shofhine on 01/04/2013
BOISE, IDAHO -- BUYER BEWARE!!!
Problem: Upon arriving to our hotel, we were told that Orbitz had booked a promotional code that we were not eligible for. It was for a “Single Ladies” promotion. We had no idea what they were talking about. So explained that Orbitz required us to fill in the passengers names and sex origin and that it was not our fault that their system did this to our reservation. In the end we had to pay the difference of $250.00 out of pocket right when we arrived to the hotel.
Technical Issue: Orbitz system only looks for the cheapest deal for the hotels in the area you are looking for. Their online system does not have algorithms set to catch whether or not the buyer meets the requirements of the promotion.
Customer Service: When we contacted Orbitz upon our arrival to our hotel to ask them to fix the issue, (which took them an hour just to get us on the line with the right person) we were told that it would take 2-3 weeks for resolution on the issue, and that we would need to pay the difference. They told us that we would get an email confirmation within 48 hours. (BTW there were 2 other couples dealing with the same issue when we arrive to the hotel, and calling them as well) Since we were in another country, we were forced to reluctantly pay the difference. When we returned home, there was no email. We contacted Orbitz again 2 weeks after our original call and they said they had not began working on the issue. I requested they escalate the issue and get back to me ASAP. Two days later, they called and stated that they found no issue with our reservation and somehow we agreed that we were eligible for this “Single Ladies” promotion. After some arguing with the customer service representative about how the system never asked us to check a box or anything and that there should be amn algorithm to catch these things (my Husband is an electrical engineer and computer code for a living), we were offered a $50.00 voucher to use Orbitz again and that they were sorry for the inconvenience.
Overall Rating: 0/10. I would not ever rate them a fraction of percentage since I could have gone with any other company and not had to deal with this crap. Next time we will book with the Priceline guarantee.
Recommendation: DO NOT USE ORBITZ FOR ANYTHING!!!
     
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Posted by Soaring Consumer on 2013-01-04:
You should not have been made to pay the difference because Orbitz made some shady dealings behind the scenes, and when this happened they should have refunded your money immediately. I suggest contacting someone up their corporate ladder, here is some useful information:
http://onyoursi.de/wiki/travel-agency/orbitz/
Posted by custrelguy on 2013-01-07:
Hi,

My name is Charlotte, and I am part of the Orbitz Customer Relations Team. I will be happy to review your booking and the promotion being offered. Please email us at socialnetwork@orbitz.com and enter my name in the subject line, so that I can investigate further.

Thank you for your patience, and I look forward to hearing back from you.

Sincerely,

Charlotte
Orbitz Customer Relations
Chicago, IL
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