Orbitz Hotel Reservations - Page 2

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1.0 out of 5, based on 14 ratings and
43 reviews & complaints.

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Incompetent Morons!! Charged For Hotel That Was Full
Posted by on
Rating: 1/51
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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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
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 on
Rating: 1/51
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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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.
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.
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.
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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Non-Accessible Orbitz in Collusion With Roach-Motel
Posted by on
Rating: 1/51
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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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 on
Rating: 1/51
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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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 on
Rating: 1/51
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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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.
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 on
Rating: 1/51
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 have 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 have done that in the first place instead of wasting hours of my time. Do Not Book w/ them HUGE SCAM!!!!!
     
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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.
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.
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
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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Poor Customer Service
Posted by on
Rating: 1/51
CHICAGO, ILLINOIS -- I made a reservation through Orbitz, but found a lower rate on the same Hotel's web site for the same day. I asked their customer service and they said they would "review" the price. This was only to delay my cancelling as the reviewer said it didn't qualify after we got back.

If you read their guarantee closely, he's correct. Orbitz only guarantees prices made through THEIR web site! As they control the site, guess how often you get money back! The Hotel even showed me the cheaper rate was what I was paying, Orbitz just marked it up 20%! Avoid at all costs and go to sites that actually have a guarantee.
     
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DebtorBasher on 2012-05-14:
What did Orbitz due to make this 'poor customer service'? Being that the hotel offers a lower rate, doesn't meant Orbitz has poor customer service. You made reservations based on the price Orbitz gave you. You even said he was right according to their guarantee.
trmn8r on 2012-05-14:
Seems to me that Orbitz did everything according to their their policies here. If you had done further research prior to booking, you would have been better informed as to what the best rate was.

I don't worry about guarantees. I book directly, so all I need to be concerned with is the establishment's cancellation policy.
unhappy999 on 2012-05-14:
Book directly and save yourself a lot of aggravation. I don't understand why people still use these 3rd party travel sites. These sites charge above what the hotel charges because they have to make a profit.
CowboyFan on 2012-05-15:
The review also does not show the date of reservation or the date the lower price was found. It may be that the hotel was not charging this price back at the time of the reservation, but only reduced their price later.
custrelguy on 2012-05-15:
Hi,

My name is Sarah, and I am part of the Orbitz Customer Relations Team. I saw your comments and would like to see if I can look into your concern. Please email me with your contact information, so I can further assist you. Our email address is socialnetwork@orbitz.com. Please enter my name in the subject line, and your blog name in your information.

I look forward to hearing back from you.

Sincerely,

Sarah
Orbitz Customer Relations
Chicago, IL
bibhu.mishra on 2012-06-04:
The people who work at Orbitz cheated me badly. They pushed me to buy my air and hotel at a higher price and with an hour I saw the price was significantly lower for the exact same package. I called back and a sales person apologized for such a thing and referred me to the customer care who simply said "WE DON'T CARE, YOU BOOKED AND THEN PRICE DROPPED". Honestly, is not that cheating!!!
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Orbitz Total Scam - Book Elsewhere!
Posted by on
Rating: 1/51
CALIFORNIA -- First off, the air line changed my flight schedule without informing me. The first Orbitz agent I spoke to regarding the issue "could not help!" The next agent managed to accommodate me after all considering that I was unaware of the changes. Next, my reservation was nowhere to be found at the time of arrival at the hotel I booked. Mind you the reservation was made 10 months prior. Meaning that Orbitz NEVER bothered to confirm that the reservation was good to go.

Traveling with me were my 3 kids and husband, I had to stand out at the lobby arguing with the people in the front about my reservation. We were there with luggage and all along with a line out the door. Finally the hotel got a hold of Orbitz and they gave us the room I did NOT reserve. Then, my 3yr old got sick during our stay, so I panicked and called the lobby for a doctor and BAM there goes $300 out of pocket! But wait, I remembered I bought travel insurance through Orbitz just in case.. you never know with kids right??? So, as soon as we got home guess who I called Orbitz! They referred me to Allianz Travel Insurance "the insurance I purchased through Orbitz." Well! I have just been informed that I cannot submit a claim to get reimbursed for the medical expenses because Allianz is unable to update my travel dates because I requested after the fact??? WTF!!! I was in another country!!! Orbitz and Allianz A TOTAL RIPOFF!!! DO NOT BOOK WITH THESE CROOKS!!! NEVER AGAIN!!!
     
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CowboyFan on 2012-05-09:
I looked at the Alliance website and it seems no matter what level of policy you buy, medical coverage is included. I did not see any requirement that the medical emergency be reported at the time of the incident, versus when the trip is complete. I would write, certified, return receipt, requesting from them a "written" copy of their policy that you purchased and any provision that says you must report prior to incurring the expense. This is to help set up a small claims court case if it comes to that. Good luck.
Jackie-Help Team on 2012-05-11:
Hello, Jackie from the Help Team here. We are so sorry to hear about the misfortunes you experienced during your travels. I don’t know the exact details of your case, but please note that travel insurance is like any other type of insurance in that there are terms, conditions, and exclusions which affect coverage. If you’d like us to further investigate your case, please email us at help.team@allianzassistance.com with your name, policy number, and any relevant documentation, and we’d be happy to assist you.

Regards,
Jackie, Help Team
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Most irritating people ever.
Posted by on
First off I called to reserve the hotel I wanted. I spoke to a guy who couldn't understand me at all. First clue I should have gave up right there. I asked him twice if it was the room I wanted I read the description of the room to him twice he said oh yeah it's that room. Not only was it not that room when I got my confirmation email it was the wrong price. I called back right then not even ten minutes later. I was on the phone over twenty minutes this time a lady said I still had to pay full price even though it was not an error on my behalf. Then I finally got a lady who fixed it and canceled the old room and got me the room I wanted. God I thought okay it is okay now. Well then I called back when the money was to be back in my account from the first mess up. I went through two people then they tell me it wasn't canceled and they had not given me my refund. I told them I even have a number the lady gave me. This rude little person then said they don't give cancellation number. Now she said it will be another five days to fix what was already to be fixed. Don't use these people it's not worth it.


Jenn


     
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Weedwhacked on 2012-01-24:
How do you know the person on the phone was a "little person?" If your credit card was charged then it will take some time for the money to go back (assuming they issued a refund). Orbitz reservations are non-refundable so don't hold your breath waiting on the money.
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Orbitz Hotel Low Price Guarantee is a Scam!!
Posted by on
I booked a hotel in September 2010 through Orbitz and found a lower fare through another website within 24 hours. I submitted a claim and was refunded the before-tax difference. With a higher price basis for tax calculation, Orbitz charged more tax than the other website, but that difference was not refunded.

The Hotel Low Price Guarantee also promises a $50 coupon, which I received a month after submitting the claim. However, the fine print on the coupon states that I must use the coupon within 2 months to book a hotel of 3 nights or more, which is very restrictive and essentially renders the coupon useless since I have no near-future travel plans.

Therefore, if you're relying on Orbitz's Hotel Low Price Guarantee to get the lowest rate, you're screwed. You'll end up paying more in taxes, and the $50 coupon is useless.

Hotel Low Price Guarantee Terms and Conditions:
If you book a qualifying prepaid hotel rate on the Orbitz Web site, and then find the same room, in the same hotel, for the same dates, at a lower price online, before taxes and fees, we'll refund the difference. If the lower price is found on the Orbitz Web site, Orbitz will rebook your hotel reservation at the lower price and issue a refund for the difference. In either instance, we will give you a refund and a $50 discount on a future hotel or vacation package booking. Just submit your claim to Orbitz before the hotel's cancellation fees apply. Qualifying rates are marked with a "Low Price Guarantee" label.

Orbitz will refund the difference to the credit card you used to make your hotel reservation in approximately 7 - 10 business days. You'll receive the $50 coupon via e-mail.

Remember to make a printout or take a screen shot of the page with the lower rate, in case a customer service representative has questions. Expect a response to your claim within 72 hours. Please read General Terms below for full details.

In addition to the Low Price Guarantee, customers who book a prepaid hotel rate are also covered by Orbitz Price Assurance. If another Orbitz customer books the same itinerary for at least $5 less than the hotel booked on Orbitz.com, Orbitz will refund the difference up to $500 per reservation automatically.

     
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Anonymous on 2010-11-02:
If I were you I would be thankful you got anything back at all. Most of the time they find some sort of excuse or loophole not to honor their guarantee.
jktshff1 on 2010-11-02:
Book direct
SteveWiginowski on 2010-11-02:
There has to be a reason why the taxes were not refunded to you. Taxes are paid to the government, so it's not like the money will be income to Orbitz. I'd be curious to see how their accounting system accounts for this. Ideally, they would still pay the government (or Hotel) the full taxes, despite the price of the room being reduced.
dwang15213 on 2010-11-03:
Unlike airline tickets, most hotel reservations are 100% refundable up to 24 hours before check in. If Orbitz didn't refund the difference, I would've simply cancelled the entire reservation and booked on the other website. I still went with Orbitz, despite having to pay higher taxes, because I was expecting a $50 voucher for future use. However, what I did not expect was that the voucher came with very restrictive terms, which they did not disclose in their low price guarantee statement.
custrelgal on 2010-11-03:
Hi,

My name is Tabbitha, and I am a part of the Orbitz Customer Relations Team. I saw your post, and would like to see what I can due to assist you. Please email me at customerrelatins@orbitz.com. Please, include my name in the subject line, and in the body, please include your screen name for this site.

I look forward to hearing from you.

Sincerely,

Tabbitha
Orbitz Customer Relations
Chicago, IL
dwang15213 on 2010-11-05:
I emailed Tabbitha and got the same response from Orbitz insisting that the terms of the voucher were disclosed, which they did not. The $50 Orbitz Best Price Guarantee voucher must be used within 2 months on a hotel stay of 3 nights or more. This restriction was not disclosed anywhere on their website. Therefore, if you book a hotel through Orbitz and find a lower fare elsewhere, unless you have an extended vacation coming up, do not use their claims process. Simply cancel the reseration within 24 hours of check-in and book through the other website so you get the lower taxes too. Do your due diligence!
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