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 an 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!!!
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 website, 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 website, 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.
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.
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.
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.