Orbitz Hotel Reservations - Page 3

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Room Not What Advertised... Never Again
Posted by on
VIRGINIA BEACH, VIRGINIA -- I will never, EVER use Orbitz to reserve a room or stay at a Ramada Hotel again. I reserved and paid for my room 10 days prior to my planned trip. When I checked in, I was told that the room I reserved was not available at that time and that it was not available at the time that I paid for it. The desk clerk and night manager were apologetic, but had an attitude of 'Oh well, its not our fault' They asked if I was certain of the amenities of the room I reserved (as if I was mistaken about what I paid for) When I produced the copy of my itinerary showing that I had reserved a King, smoking room with private balcony and jetted Jacuzzi tub, the clerk shrugged her shoulders and said, Sorry, we don't have it. I don't know what Orbitz did.

After checking into the offered double room with regular tub, I contacted Orbitz customer service online. After about 30 minutes of back and forth, they advised that the hotel was busy and could not talk to them right then and for me to call the 800 number in 30 minutes to an hour. An hour later, I contacted customer service by phone, was placed on hold and after about 20 minutes, the Orbitz representative advised that they were willing to credit $10 per night for my inconvenience. First of all, there are MANY cheaper hotels in Virginia Beach at this time of year and if the cost was the only consideration, I would have booked one of those. The amenities I desired were the REASON I booked the room the way that I did. I advised customer service that this was not an acceptable solution and hung up. On Monday, after returning home, I emailed customer service asking for a fair resolution to this problem. I received a response fairly quickly advising that a supervisor would be in contact. 5 days later, still not one word from the supervisor. Do not advertise or book and accept payment for rooms that you can not provide! PERIOD!!!

I have a pretty big mouth and will be sure that this information is passed on to everyone I know. ORBITZ bites and Ramada is no better. Each one passed the buck to the other and NEITHER party made it right.
     
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Ben There on 03/06/2009:
Ramada oversold the room type you were in, so this is mainly their fault.
Soaring Consumer on 03/06/2009:
Despite that Ramada did not have the room, it is the responsibility of Orbitz, as your acting travel agent, to find you a comparable accommodation.

Since they failed to do so, they owe you a partial refund. Contact their corporate offices.
Ben There on 03/06/2009:
Soaring, they are offering $10 a night. Ramada's don't cost that much...
steelheadzlisa on 03/06/2009:
To be fair, they did offer $10 which is a little under 10% of what I paid. Maybe it is a fair offer and I'm wrong...who knows?
BokiBean on 03/06/2009:
Ten bucks is a sucky offer.
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Hotel booking in Paris
Posted by on
In mid June I decided to go to Europe for an August vacation. I spent a great deal of time researching prices and accommodations on line on several of the discount web sites. I finally selected a hotel that, according to the Orbitz web site, was a 4 star hotel and booked at $144 (U.S.) per night. I could not determine from the web site whether fees and taxes were included. But I booked the hotel.

The following day I received a confirmation from Orbitz, but the confirmation did not have anything re the price of the hotel. At this point, the only information I had re price was the $144 on the web site.

About a week before my trip, my daughter called the hotel to verify a non smoking room and the price as there had been no confirmation of price. She was told that the room had been booked, but at 150 euros per night which is $202 plus taxes and fees.

I contacted Orbitz customer service (what a joke that is). I explained my problem to them and each time I had to speak to someone off the coast of Australia, Manilla, and finally South Dakota (I think). Each employee argued with me that the price was in euros and Orbitz did not have the hotel listed at $144 and implied that I did not know what I was talking about. I asked to speak to a supervisor. The agent would argue with me again and tell me the same garbage that they had just stated previously that I had told them was not addressing my problem. I would have to raise my voice to them and command "I want to speak to a supervisor" before they told me they would get a supervisor, only to be put on hold for 15 or minutes then be hung up on. This happened 2-3 times before I was finally put through to a supervisor.

I told her about the price on line and that the price of the hotel was not discussed or in writing anywhere at any time during the booking process or on my confirmation. She asked me to fax her a copy of the email that Orbitz sent me to confirm the reservation and stated that she would get back to me. 24 hours later, I had heard nothing. So I called back and spoke to 3 other agents (3 separate calls) before being connected to a supervisor. This one was finally in the U.S. but was of little more service than any other representative of the company. She did tell me that I had to verify the 150 euro price 3 times when I made the reservations.

I reminded her that if that had been true, she and I would not be having this current conversation. She said that she would have technical support to look at it (5 or so business days) to see if there was a problem. I reminded her that I would be on my trip by then, but I assured her that I would not let this drop because bait and switch was not an acceptable means of conducting business. I asked for the corporate address and phone number which she gladly provided me. I called the number, got the same answering service I always got when calling Orbitz and another agent off the coast of Australia who insisted that he could help me.

I told him that he would just put me on hold and then hang up on me. He insisted that he would not, and then did so. I called back and was able to select another option and finally got a voice mail-who knows where. This is where I leave the story for now, but I will be back with the conclusion.

Bottom line, If you have no other choices but Orbitz, you should just stay home. I will never use them again and will spread the gospel of Orbitz for the rest of my life. This was supposed to be a vacation.
     
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spiderman2 on 08/22/2007:
The best thing you can do when trying to book a trip to an unfamiliar place is to use a travel agent that is familiar with that area. You will save yourself a lot of grief.
Anonymous on 08/22/2007:
And call hotels direct, stay far away from these third party re-sellers.
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Incompetent, Rude, Time-Consuming Orbitz
Posted by on
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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CAR7 on 03/24/2006:
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
ladylove on 03/28/2006:
Glad to find that out, to think I was going to book a reservation. oh no!!!
Doe3001 on 03/29/2006:
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;
KJI on 07/19/2006:
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.
DFrat on 08/25/2006:
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.
Anonymous on 09/13/2009:
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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StarEmpty StarEmpty StarEmpty StarEmpty Star
Total rip off
Posted by on
Rating: 1/51
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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MDSasquatch on 06/04/2012:
I do understand you being upset, but let's look at it this way: You were offered a price for a service and decided that it was a good deal; you paid for the service. Later, you found the deal at a cheaper price and feel as if you should now pay the cheaper price. If you looked and found that the price had increased, would you have called and offered to pay more?

Your best option is to only use these 3rd-party sites for research and book all of your travel plans directly with the companies you choose. You'll have way more leverage when you want to discuss your itinerary and the costs involved.
bibhu.mishra on 06/04/2012:
really!! if you buy something from a seller and find the seller selling same thing to another customer in front of you at a price way cheaper, you would watch and preach!!
come on, we are talking here about customer care and customer satisfaction, not the other way around.
MDSasquatch on 06/04/2012:
As a matter of fact, my wife just bought four round-trip tickets to Puerto Rico at a cost of $1,800 yesterday. Last night, we found similar tickets on another airline for cheaper. What is JetBlue's obligation to us? Nothing.... they gave us a price, it fit into our budget and we bought them, what happens after that is MOOT.
SteveWiginowski on 06/04/2012:
If another customer books the same package that you booked, you will receive a check for the difference from what they paid and what you paid.
bibhu.mishra on 06/04/2012:
If it's another seller we can not do anything. But, if it is same seller same day exactly same package it sounds unfair and it hurts.
I agree with you Steve.
CowboyFan on 06/04/2012:
Bibhu.mishra- If you fill up with gas in the morning, but your neighbor stops at the same station on the way home, and buys the same gas for less, then you think you should get a refund for the difference in price?
custrelguy on 07/03/2012:
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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A whole bunch of liars
Posted by on
When booking a hotel room through Orbitz on line, I got message on the screen "system error, try later". Of course, I tried to book it once again, then the hotel received 2 reservations from me. After we were double charged on credit card, I called Orbitz to report this matter and first agent who answered my call agreed to cancel one reservation for me but she never did. Every time I called Orbitz last 4 weeks, I was treated feeling like I was a liar, just making up story to get money back. Luckily 3 of Orbitz agents agreed to contact the hotel and credit for me but never processed, they were just "saying" we will cancel and credit for you. Can you imagine how many times I had to call them for this simple matter?! I finally asked to speak to a supervisor. "Supervisor" (not sure she was really the supervisor???)said she called the hotel and they told her that I used 2 rooms that night (!) and I agreed to pay for 2 rooms... and there were no records for system error on the day I made a reservation or her agents promised me for credit or cancel. I can not believe all these lies losing money and wasting my time with this company. I don't recommend to use this company at all.
     
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Alain on 09/10/2010:
I book directly to avoid these problems. It may cost more, but I seem to have less problems and that's worth a few extra bucks to me.
Weedwhacked on 09/10/2010:
Book directly with the hotel!
Anonymous on 09/10/2010:
Yes, booking directly is highly recommended. This double booking thing has happened to me in the past (system error, try again later), only to find out, like you did, that my order went in twice. The company in question, however, did credit my account immediately. I think reputable companies who care about their customers will always do this because they know these glitches can happen. Shame on Orbitz for creating such a hassle.
Anonymous on 09/10/2010:
As stated previously.......booking directly with the entity which will provide the service is the only way to do business.
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Low Price scam
Posted by on
Orbitz has 2 different scams going. The Price Assurance and Low Price Guarantee. Neither of these is collectible. Here’s why.

Low Price Guarantee. If the hotel you book does not allow cancellation, you cannot collect a “Low Price Guarantee” check, even if Orbitz shows the Low Price Guarantee LOGO on the booking site. Because a non-refundable reservation automatically disqualifies the Low Price Guarantee. Most travelers will not realize this because Orbitz baits you by posting the LPG LOGO. It amounts to a "bait and switch" scheme.

Second is the Price Assurance scam. Yes, to qualify, the traveler paying the lower price MUST also book the same hotel for the exact same date(s), same room type and all other details must match perfectly to collect. That's like near impossible. Your chances to Win a lottery are better than any of Orbitz scams.

So no matter what, you will almost NEVER collect on either of these scams.
     
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Alain on 05/03/2010:
This is why I avoid third party bookings.
Ben There on 05/03/2010:
All travel price guarantees (even those direct with the hotels and airlines) are based on same exact dates, room or cabin type and same rules. Considering prices vary greatly by date there really is no other fair way to do it.
Sparticus on 05/03/2010:
I agree about the "price assurance" deal they advertise. The part that bothers me is we as consumers have no way of knowing if someone else booked the same room or flight or whatever for cheaper, that information is not public (for obvious reason). So unless we have a friend book it cheaper (exact same details as us), we'll never know.

Though you would think some consumer agencies would audit stuff like this, and maybe they have...

Either way I used to be a fan of Orbitz, but not any more. I go direct to the airline/hotel sites now.
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Orbitz Doesn't Reveal That A Hotel's Elevator Is Out Of Service...
Posted by on
NEW YORK, NEW YORK -- After I reserved an air/hotel package for a trip to Chicago through Orbitz, I learned the hotel I booked would have no elevator service until April.

I called Orbitz to see about switching hotels. I was a little shocked to learn that:

1. Even in a case like this, Orbitz tells you to travel to the hotel you've booked and ask to get moved to another property
2. Orbitz does not require hotels to mention major repairs or construction in the descriptions you see on Orbitz
3. Canceling the trip means forfeiting almost all of what I paid.

Bottom line: It smells like deceptive practice to include inaccurate, out-of-date listings for hotels. Orbitz needs to require hotel partners to submit honest listings -- or guarantee that customers have some protection if a hotel is caught in an outright lie.

PS - This hotel is called the Willows, and - again - there's no indication anywhere that it doesn't have elevator service until April. I found out through a Yelp review.
     
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Anonymous on 03/19/2009:
In TripAdvisor there is a posting dated the same day as the one on Yelp. No mention of the elevator out of service, only that it is slow. Another review at the same time but on a different review site also doesn't say a thing about the elevator broken. Have you called the hotel directly?
RestaurantGuy on 03/19/2009:
Book through the hotel. Never go through Priceline,Orbitz etc.. When you go directly through the hotel you can negotiate with the hotel not another company. Also most of the time it is cheaper
michaelnyc on 03/19/2009:
Dear PassingBy:

Yes, I called the hotel to confirm the elevator wasn't in service. Was told it's being replaced. To the hotel's credit, the general manager was very accommodating about finding alternatives. I'm still upset about Orbitz's response, which amounted to, "Yes, we know; tough." Thanks.
Anonymous on 03/23/2009:
I work at a hotel and I can tell you if you need to find the latest information about a hotel always call them- travel sites have no idea what's going on until it is brought to their attention, which is often too late.
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Orbitz Is Out To Get You
Posted by on
ATLANTA, GEORGIA -- I went to the hotel I had reserved for two nights through Orbitz and it was dirtier than a rent-by-the-hour hotel (I would imagine). I complained, setup another hotel, and left a note to the manager demanding my money back for the first night that they had charged me for. I called a week later and the manager said she would refund ALL charges to Orbitz and that Orbitz would have to refund me.

Hector from the Manilla call center, lied to me and said that she refused to refund what Orbitz had paid them. The manager said that Orbitz had called and asked why she was not penalizing me for leaving the hotel shortly after check-in. He offered half of my money back for both days, even though I had only even partially used one day anyway.

When I called and complained to another representative about the phillipino's lies and manipulations, this time I got a North Dakota call center. Only upon threat of legal action and a never ending series of calls to discuss the issue did he agree to refund all of my money.

I paid about $140, Orbitz paid the hotel about $105, and then the hotel had to pay Orbitz a commission on the $105 as well. The trick to getting around the liars at Orbitz is to get the Orbitz price and then call the hotel and have them match it. The hotel gets more money and will usually do it. And your life will be a lot easier, dealing with the hotel directly.
     
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Orbitz left me stranded without a hotel room
Posted by on
CAIRO -- This is a story of literally getting stranded in the desert by Orbitz. I was outside Cairo when this happened.

After booking my travel through Orbitz, I added an extra night with the local hotel directly. They were happy to make the change, and asked me to confirm with Orbitz as there was an administrative hold up on the Orbitz side.

I spent 30 hours trying to contact Orbitz to make the change. Instead of listening to my problem, they asked me to cancel and rebook my entire itinerary. When I tried to do so, their systems showed the hotel as booked when the front desk insisted the hotel was not booked.

As a result, I did not have a place to stay during one night of my trip and had to consider unappealing choices such as sleeping in lobbies or other public places. I ended up paying directly in local currency to get a room at the hotel.

I have found Orbitz straightforward for domestic travel. But please do not trust them for international travel, as their local partners did not trust them either in my experience. Orbitz lacks the staff and communications infrastructure to support changes to international itineraries.
     
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Oh.Brutha on 12/25/2008:
The hotel lied to you, and you suckered in. You were already at the hotel, and you decided to stay and extra day, and dealt directly with the hotel. So, tell us, when the hotel lied, and said that there was an administrative hold up by Orbitz, why did you believe that? How can Orbitz know you are making an arrangement with the hotel? The hotel lied to you. Orbitz doesn't own the hotel, the hotel loads what they have available onto the Orbitz website. They have rooms/inventory that they may not put on Orbitz. If the hotel wanted to book you a night directly, they could have done so, as they control their own inventory. You can't be that naive and be allowed to travel far from home without a keeper/sitter.
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Terrible Customer Service
Posted by on


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, an 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 where 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.
     
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Doe3001 on 06/23/2007:
Sorry to hear your story. Sounds like a bait and switch scam. They make you believe you would save money by using a coupon but later they managed to make you cancel a reservation. You have "lost" 50 bucks coupon. If you want to cancel everything they will probably keep some money for a "cancellation fee". Read my profile to learn what you can expect from online travel sites. It seems that most of them are just scamming people.
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