I recently booked a hotel on Otel.com in Amsterdam. Due to various reasons, we had to cancel a few days prior to the reservation. I tried to call but was told I had to go on a live chat with a sales representative. I couldn't cancel through them, I had to submit a request on the website. When I did that, I immediately got a message saying my reservation has been canceled free of charge. I was sent a follow up email saying that I was guaranteed two of the three nights refund, and they would work directly with the hotel about getting my third night refunded as well.
Three weeks passed and I was never updated on my refund. I would reach out to Otel.com via email and via live chat; they simply said "it is being looked into". After reaching out to them daily for three weeks, I finally just received an email saying my hotel would not be refunded (despite the fact that I was told I would get a full refund).
This is honestly the WORST company and WORST booking website I could have ever imagined. They are nothing but liars, cheats, scam artists. I will never, ever use Otel.com ever again and I encourage everybody NEVER to use Otel.com. Do not use Otel.com, unless you want your money stolen.
Otel.com is a scam! They send you a false confirmation page and charge your credit card immediately! When we arrived at the hotel in Fort Lauderdale booked through Otel.com they had no record of the booking. Of course there was a boat show in town and that hotel as well as all the others in the area were sold out. Spent four hours trying to find another hotel to stay at. When we finally did at a much higher rate, Otel said they would refund up to $380 (the original payment to Otel was $334) for our inconvenience.
Have multiple e-mail correspondences from Otel stating they would refund $380 even though we had to pay $450 because of the higher prices due to no availability, but at that point we had no choice. They lied. Don't let Otel steal your money and ruin your vacation!!!
So my husband and I finally had a little extra money and decided we would do a staycation for the end of summer. We just had a baby in April and haven't been able to afford or able to travel a vacation this summer. So we finally were able to save enough to do something. And so we booked through otel.com.
Here is the problem, for the past week our 4 month old has came down with a very contagious virus called hand foot and mouth. After days of booking we decided to just look into if we cancelled what the penalties would be. Not being too familiar with the site, my husband accidentally canceled the booking. We immediately tried to contact someone. They were so rude over the online chat. Then he finally got a number and they expressed how they will look into it!!! Which if you're getting money from us either way, I don't understand why this company wouldn't do all they could to resolve the issue.
Now we can't get our money back, have no vacation to go on and this site could care less because they got their money!!! Please do not use this site!!! I plan to leave a review anywhere and everywhere. All we wanted was a family vacation we never get and it was a staycation that my 4 year old was really looking forward to. Great customer service otel.com!!!
NEW YORK, NEW YORK -- I booked (and paid) for a hotel in Maldives for August 2016. Otel.com cancelled the booking 3 days later. This is their response after loading a complaint: "We regret to inform you that, due to hotel entering incorrect rates to their supplier system (10 times cheaper than original) they are unable to honour this bookings since the number of bookings they received exceeded their availability significantly.
As your credit card has already been charged for the reservation, you will receive a refund of ** AUD. Please allow time for the refund to reflect on your credit card statement. We are sorry that we have not been able to arrange your accommodation on this occasion, but hope that we can assist you in the near future."
The company couldn't even offer any compensation / deal for their mess up. I would NOT recommend this company to anyone - totally unreliable. They didn't even have the courtesy to email/phone me to advise of this. I saw this when I logged into my account. STAY AWAY FROM THIS COMPANY!
ISTANBUL, TURKEY -- DO NOT USE THIS SITE - NOT LEGITIMATE. Booked room through this site offering about 50% lower rate than hotel was offering. After booking and credit card charged, called hotel directly and they have no record of reservation. Can't talk with otel.com, only chat online. Conveniently, their chat service is not working, the day after making the reservation.
This website is a Scam! I tried to book a hotel twice on their website. Neither booking was processed but I noticed two amounts pending on my bank account. I was told by a representative that the money was pending and would be released back to me. A couple of days later the money was taken from my account but no reservation. I raised queries in their website as instructed but I have yet to receive a response. Stay away from this website, they will rob you blind. This website is a complete scam.
My girlfriend and I booked a hotel which appeared to be in Yosemite National Park both at Otel.com and on the confirmation page after having booked the hotel at Otel.com. When we were to go to the hotel the day after it appeared that the hotel was in fact two hours outside of Yosemite and we naturally could not use the hotel. When discovering that the booking was made as the result of a mistake on Otel.com's site, we went ahead and called the hotel and canceled our booking.
They confirmed that the cancellation of the booking would result in no payments being made to them. We then called Otel.com to ask them to refund our payment. It took us more than two hours on the phone and 3 emails before we got a reply. The reply was very impolite and they did not even bother to read the attached screen dumps, which showed the error on their site. They simply stated that they do not provide refunds and that they would go ahead and close my ticket.
In few words what we experienced: Otel.com displayed fraudulent information on their site in order to trick their users into booking. Otel.com pretty much 'stole' our money as no money was passed on to the hotel, and they kept the full amount paid by us even though a cancellation was made with the hotel.
It is companies like Otel.com that influences people to lose faith in purchasing online. I think that this is wrong and believe in online companies, and therefore hope that you will help me with sharing my bad experience of Otel.com by giving a 'thumbs up' to my review. Besides, try to Google 'review + Otel.com', and you will find that many other users had similar experiences as I. Unfortunately this is not represented by their ratings here, as they naturally only send out rating requests to users who did not have a poor experience on their site.
You are welcome to write to me if you have questions or likewise about my experience with Otel.com. I have just involved the local Ombudsman and my bank and am happy to share best practices of how you can ensure a fair trial if Otel.com has tricked you as well.
The most helpful reviews and complaints are factually correct, include details from your firsthand experience, and have photos. I called the hotel several times. They explained that they need my travel agent Otel.com to call them or send them an email. Please note that yesterday I called more than 15 times to get a reply from Mr. ** and I hope this could be shown in the records. He insisted that THERE IS NO WAY HOTEL.COM CAN OR WILL CALL THE HOTEL.
I tried to persuade him several times to just send an email but he refused very stubbornly I must say. I had no other option but to call the hotel. I explained to them that Otel.com simply cannot send an email or call you which obviously sounded strange to them. However having great customer support they said "we can send an email to you." I called Mr. ** again to get the email. He would like the hotel to send to. He was not available as usual. After getting angry Mr. ** from your team gave me his email and asked me to just forward the email that I receive from the hotel to him which I did.
Otel.com booked me with a Hotel in Amsterdam. They immediately charged my credit card. I wanted to add a day to my stay on this booking, which turned out to be a blessing for me, as when I tried to contact them I found it to be impossible. I then contacted the Hotel directly, and found out I didn't have a reservation, and they informed me that Otel.com was not authorized to book at their Hotel.
I have since been able to contact Otel.com through a chat room on their website. They don't allow you to e-mail them directly because you would then have a written cancellation of your reservation as they require that by a certain date to get a refund. I had to copy and paste the chat room dialog with them for proof in case I need it for my dispute with them. This company is out to steal everything they can from everyone they can... BELIEVE ME!!!
CANMORE, AB -- We used TRIVAGO for the first time two weeks ago for a hotel in Canmore. They directed us to OTEL.COM and we were charged in full and even got an email confirmation! Once we got to the hotel they said they have never heard of OTEL.COM and the hotel was fully booked. Our credit card company said OTEL.COM operates from Turkey and most likely is fraudulent. Avoid booking with them at all costs. So disappointed in TRIVAGO as well. After all the advertising they do you can't even trust them to book a hotel for you in Canada. Thankfully we were able to find another hotel not too far from the original hotel. Never ever use Trivago or Otel.com