I have never used my blog to rant against someone, but today's the day. I'm that angry. I just had the worst customer service experience in my life. I booked the Casa Sant'Andrea Hotel in Venice, Italy with Orbitz, using a $50 off coupon code. Everything went fine until I received the confirmation email, which said the hotel was in Rome! I immediately canceled the reservation online. When I went back to the site to find the correct hotel in Venice, it gave me the same hotel, and the map showed Venice, not Rome as well. Turns out the hotel I booked was in Venice, even though the confirmation email from Orbitz said 'Roma'.
Okay, time to rebook and let Customer Service know what happened. I deserve my coupon back, right? I canceled because of a mistake on their end, and at best misleading email that said the hotel was in Rome. I called their toll free number.
Long story short, in 30 frustrating minutes I was transferred 4 times, each time someone telling me something different. Back and forth between Customer Service, who was supposed to re-instate the one-time use coupon code because of the error, then back to Booking who said the code wasn't valid. Yikes! To make things worst, the customer service reps were clearly out of India, so there were plenty of language problems during this fiasco.
It goes without saying I'll never book with Orbitz again. When I told a few other world travelers about my experience, they nodded as they too had terrible service with Orbitz. Unfortunately, this hotel only books through Orbitz so I had to bite the bullet and rebook. Let's hope when I get to Venice the hotel will be there and I'll have a reservation. Check out this link to learn more from someone who is collecting horror stories like mine and organizing a boycott. Okay, that off my chest, time to think about art.
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 to 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 My3Cents before dealing with online companies from now on.
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 vacation 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.
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.
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.
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.
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 online 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 minutes 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.
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 with them. HUGE SCAM!!!!!
SEATTLE, WASHINGTON -- So I booked a hotel room in Phuket, Thailand through Orbitz.com. It seemed like a great deal, according to the map on the Orbitz website it was a block away from the beach. After looking at other websites for the same hotel, I found out that the hotel was actually 15 miles in from the beach. It was too late since I had already booked it, and Orbitz would not give me a refund even though their information was incorrect. I looked again on Orbitz and it seemed right after I wrote them a complaint they fixed the hotel location on the map. First and last time I will use Orbitz.
CHICAGO, ILLINOIS -- I booked a reservation with Orbitz on March 20th for reservation at the Lexington Hotel in Florida in July. I tried to cancel my reservation online but their website was down. So I called the Orbitz operator to cancel reservation. The operator let me know that I should be receiving my refund within 5 days.
Called Orbitz back after five days, still their systems were updating and they could pull up my account and they told me that I should receive my refund for the hotel back in 5 to 10 business days back on my card. I have called Orbitz about 15 times and still have been receiving the same response. I have been trying to resolve this issue for three weeks now and still have not received my refund. I feel that Orbitz does not honor their cancellation agreement.