Bad customer service
SAINT AUGUSTINE, FLORIDA -- I did a search on Orbitz for a non-smoking room. I made and paid for reservations at a hotel. Upon arriving at the hotel, I was informed that they do not have non-smoking rooms. I tried to cancel my reservation then, but the hotel said I had to cancel through Orbits. So I went online and canceled my reservation with Orbitz and expected a refund on the next business day (Monday 6/13/11).
On Tuesday (6/14/11), not having received a refund, I called Orbitz and asked for a refund. They had to contact the hotel manager to gain approval for the refund. The hotel manager was not available, so Orbitz asked me to call back on Wednesday.
I called Orbitz back on Wednesday (6/15/11) and was informed by Harrison that the Hotel manager declined the refund. I feel that since Orbitz allowed a reservation to be made that was not fulfilling my request, they should be responsible for the refund. So I asked to speak with Harrison's supervisor of.
While I was speaking with Harrison's Orbitz supervisor, Gretchen, I was informed that the hotel absolutely refused to refund me and there was nothing she could do to refund me. So I asked to speak with someone who can give me a full refund.
Gretchen then transferred me to Angelina, who again informed me that there was no way she could give me a full refund. However, she did offer a 49% refund. I explained to her that this is not acceptable and I would like a full refund. I requested to speak with her supervisor and was informed that she is the highest person I am going to get today. After going around in circles, she offered to call the Hotel manager, yet again.
I have now been on the phone for 43 minutes. She came back and informed me that there was absolutely no possible way to get a full refund. She did offer up to 75%, but nothing more.
I declined the 75% refund because I paid 100% and I expect 100% for services not rendered.
I did get their corporate address and Customer Relations email address, I intend on using both. Here they are, in case anyone else would like to have it.
500 W. Madison, Ste 1000
Chicago, IL 60661
The hotel was:
Quality Inn Historic District
1111 N. Ponce De Leon Blvd
Saint Augustine, FL 32084
On 6/21, I did receive my full refund from Orbitz as a "one time exception". However, the hotel did not act in good faith at all.