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Be Wary Of Using 3rd Party Sites To Book Hotels
Posted by NickNS on 04/13/2010
There was a mix up with a hotel reservation date in February (2 months ago) that was a simple fix. I booked a hotel. I got there and they didn't have my reservation. I called Travelocity, waited on hold for 50 minutes without speaking to a representative, only to hear the message "due to bad weather, wait times are significantly extended". So I hung up and dealt with the Hotel Manager. We agreed that I would stay the night at the hotel using my Credit Card, call Travelocity tomorrow and work it out. We did that, I called Travelocity who told me that they would directly refund the charge back to my CC. I waited a few weeks, nothing. So I called them, they said that there was no refund started, but assured me that they would do it now and I would have the money within 7 - 10 business days. 3 weeks later I call back and they say that they see the refund, it shouldn't be too long before I have the money. 2 weeks later I call, they say that I need to send in the receipt proving that I paid the hotel as well as Travelocity.

I email it to them 3 times, every time they said they didn't get the attached CC statement. On both the second and third e-mail I CC'd my work email and the attachment worked fine for me. Regardless, I then got an e-mail stating that it had been received, attached to my file and sent to finalize the refund, but that I needed to call in again so they could call the hotel to confirm everything for some reason. I called in. The first person with whom I spoke informed me that there was no refund and that I never e-mailed them. I hung up and called back. I was placed on hold for about 5 minutes, and then asked to explain why I was getting a refund, since they don't normally do that. After explaining it about 3 times, he says "let me check on it". He comes back and says that the refund is going through, but it's only for $119 (the hotel was $280). He said that he didn't know why it was only refunding a partial amount and I was told to call back when someone was in to look at it.

When I hung up with him I called by Credit Card company, since I had read that I only have 75 days to file a dispute. I initiated a dispute with them and provided all my info and e-mailed Travelocity informing them that in 30 days, the bank will retrieve the money if the refund isn't finalized. I will never deal with Travelocity again. Saving $30 on the reservation was ABSOLUTELY NOT WORTH IT. I am very thankful for my credit card company, since without them, I am doubtful I would ever see the money.
     
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Posted by ponderstibbons on 2010-05-04:
Try contacting travel industry ombudsman Chris Elliott (http://www.elliott.org/). Often big companies like Travelocity will back down when faced with public exposure on Chris' travel blog.
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WORST CUSTOMER SERVICE!
Posted by Sylviewhite888 on 06/18/2012
LOS ANGELES, CALIFORNIA -- Worst customer service ever! I had to call three times. Was on hold for twenty minutes twice and then my call was just dropped. Got "lucky" the third time and managed to get a person. Unfortunately, the person's accent was so thick, I couldn't understand a word and that's coming from a foreigner!! I was finally transferred to a supervisor who called himself "Jason" but also had a very thick accent. He put me on hold for another 15 minutes before coming back to the phone. Never again Travelocity! NEVER AGAIN!
     
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Posted by Alain on 2012-06-19:
I prefer booking directly with hotels since third party contractors seem to provide little assistance if a problem occurs.
Posted by Lawra on 2012-06-20:
Hi. We’re sorry for the problems you’ve experienced and want to help. Please send an email with your Trip ID to mediacustomercare@travelocity.com.
Regards, Lawra A / Travelocity
Posted by Mimi on 2012-12-20:
and the music you hear when you are on hold gives you a headache! I wonder if they do that so you will just hang up.
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Confirmation Number -- It's Worthless
Posted by Barry_in_Seneca on 03/16/2010
SOUTHLAKE, TEXAS -- My friends and I were on a week-long trip to Cozumel - Cancun Mexico area. We planned to be flexible and plan our itenerary as we went.

I booked reservations for 1 night in Cancun using Travelocity. Upon arrival at the hotel, they didn't have my reservation in their computer ans asked me to wait about 2.5 hours, saying they are often slow updating. When I pressed the subject and showed them my "Confirmation Email", they called someone and was told my confirmed reservation was Cancelled. I had no email telling me it was cancelled or how to fix it. Since I had a confirmed reservation and this was a prepaid "good deal" reservation, I didn't dare use a different travel company, for fear of being double booked.

I bought a phone card and tried to call both Travelocity's problem phone number (Outside the US 1.210.521.5871) and my credit card company's number collect. I couldn't get through with either.

I emailed Travelocity via the website's "Contact Us" portal, but have yet received no response.

Thinking maybe my Visa might have denied the charge, I placed a second reservation, this time for our final 3 days, on my debit card. Again, I received a confirmation email. We got the room, but an hour later, were told the reservation was cancelled and asked to leave.

After much arguing with the hotel clerk to get a similar rate, I used my debit card at an ATM, and paid cash for the reservation.

QUESTIONS:

1. WHY GIVE ME A HOTEL CONFIRMATION NUMBER IF THE RESERVATION ISN'T REALLY CONFIRMED?? (Confirmed means that the room is absolutely reserved for me, irrevocably.) If the reservation is subject to review through another department, do that before confirming. As the system now stands, YOUR CONFIRMATION EMAIL IS WORTHLESS. THEIR WORD IS WORTH NOTHING. Anyone who hears of this fiasco would never leave the house, having only Travelocity's confirmation email to rely upon.

2. THEY CONFIRMED MY RESERVATION VIA EMAIL, WHY NOT THE CANCELLATION??? They should include a live, on-line way to fix the problem?? Without official cancellation notification, I didn't dare make a reservation through other channels, as this was a prepaid reservation.

3. In the reservation process, they asked for a contact phone number. We were traveling in Mexico. Nobody with any sense would expect a US phone number to work in a foreign country.

Instead, they had confirmed the room, and they knew that we had checked in. WHY NOT SIMPLY CALL THE HOTEL??? Surely if we were trying to check into a Mexican hotel, we would be there?

Unless they can assure me that your system has been changed... I WILL NEVER USE TRAVELOCITY AGAIN, I WILL RECOMMEND AGAINST TRAVELOCITY WHENEVER POSSIBLE, AND I WILL POST MY EXPERIENCE WITH WHEREVER POSSIBLE.
     
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Posted by Anonymous on 2010-03-16:
The contact number is a number where you can be reached, and YES, US cell phone numbers work just fine in Mexico. Also, your reservation was probably canceled if you did not call them to verify that you are the actual owner of the credit.debit card used. All of the 3rd party agents I have used always send an email to the email on the account to verify the reservation. This prevents, or at least, cuts down on credit card fraud.

Check your spam mail and always read the email that comes after the confirmation. Which is nothing more than saying yes they got your booking info request.
Posted by Anonymous on 2010-03-17:
The confirmation number and email simply means that you're in Travelocity's system. There is no of knowing if they actually sent it to the hotel or not. Travelocity's pre-paid "good" rates are not worth it, and now you know why.
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Travel Protection is a joke, prices are bait and switch and customer service.... Don't even
Posted by TBDI on 06/23/2009
I booked my trip for a car, hotel and plane and received a great price. I got to book it, the price jumps up $200 on the spot. Against my better judgment I selected the travel protection plan that clearly states that you can get back the full amount of your trip if you need to cancel. I go to put in my CC anyway and they process my AMEX within 7 minutes and the message I get is sorry, we couldn't book your car. So I call (after a 10 minute hold) and ask what happened and they say we can't give you a car at that price and I say couldn't you give me other options rather than immediately charging my card? So after a few minutes of frustration with "customer care" I ask to speak to a manager. I finally get someone after yet another 10 min of holding and he gets the car I originally wanted, but the trip was still going to be $200 more. I get a confirmation email and they charged me the $100 I paid for the travel protection! I call to discuss this and their system now can't find my reservation at all! I call again and the person says that the reservation is there and goes down the list of everything I bought, but that I need to call their insurance company about the travel protection. At this point I decide to call the CEO of Travelocity. I emailed Hugh Jones (CEO) Hugh. Jones@Travelocity.com too and got a precanned email from someone stating that I'd have to take it to their insurance company because I tried to cancel the whole thing and feel I deserve my money back plus the travel protection because I no longer have any faith in their service and told that I'd be charged $467 and that I'd have to do it through their insurance company. What a joke! NEVER EVER book with this unethical company. Shame on them.
     
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Posted by Anonymous on 2009-06-24:
You said it, "don't ever book with them."
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I Got Nooked....Never Again!
Posted by V_blakley on 02/02/2014
SOUTHLAKE, TEXAS -- I purchased a vacation package on Travelocity and paid for the cancellation insurance (which was extra) offered by Travelocity for additional costs at the time of purchase. A week later, I had to cancel. I telephoned Travelocity to make the cancellation and the agent stated that because I purchased the insurance, I would be refunded 100% of my hotel costs and that, as the conditions stated, they will not give me a refund for the airfare portion of my trip due to the fact that the tickets were non-refundable but changeable which the airline (United) charges a $200 change fee which will be credited to me by Travelocity since I paid for the cancellation insurance which allowed me to make a one- time cancellation for any reason at no charge. She also stated that I could, however, reuse the ticket towards the airfare portion should I book another vacation package with Travelocity and apply the airfare credit towards the airline portion of the package as long as I fly the same airline that the credit was issued on and that I use the credit within one year. Well, I decided to reuse the ticket and book another package. Now Travelocity tells me that I cannot use the ticket towards another “package” even though I'm flying the same airline, and that I have to book the airline "separate" from the hotel. In other words, it cannot be used when purchasing a hotel and airfare package. By booking the airfare and hotel separately, my additional costs would be over $200! For example, my cost of the air with the package was $485 and booked separately was $691. There airfares are for sure “padded” when you book separately. What rip off artist!! So, now I'm stuck with a United Airlines credit that I can only use through Travelocity (I cannot go directly to the airline) and will have to pay an inflated price when I book an airfare (and oh, by the way, they said that they still have to charge your card for the $200 fee and that I personally will have to go and fight with the insurance company to get my cash back). This was a lesson learned and I will never use Travelocity again! With all of the complaints filed against them (unanswered) exactly who are they paying off to stay in business?? This was a lesson learned and I will never use Travelocity again! With all of the complaints filed against them (unanswered) exactly who are they paying off to stay in business?? Why must consumers continue to suffer due to sharks like this! I will post this on every social media site, every complaint site, warn every man, woman and child to stay away from this company!
     
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Posted by Weedwhacked on 2014-02-05:
No insurance lets you cancel "for whatever reason." Read the policy you agreed to.
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Horrific
Posted by Mikejrealestate on 08/11/2013
CHICAGO, ILLINOIS -- I booked a room for two people.. They gave us one bed. I asked for help by a supervisor. She informed me that she would handle the situation and that she needed to fax over something to the Hotel. She called me back and said everything was ok, after 3 hours of sitting in the lobby. I went to the front desk and they informed me they never spoke to anyone from Travelocity. I called them back and spoke to another supervisor and they told me if I wanted a double bed I could make another reservation with them for a room with a double bed. I had just paid $450 for 2 nights.
     
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Posted by call the hotel directly! on 2013-08-11:
I have worked in the hotel business for 15 years. The problems we deal with the most is from people that use online travel services to make their hotel reservations. The biggest issue we have is people book a room for 2 people, but they do not specify that they need 2 beds. The hotel I work for does not offer rooms with 2 beds online, we only list rooms with 1 king bed. to make sure you get the room type you want and need it is best to call the hotel directly and speak with a live person. Don't call the 800 number listed on the hotel website, this is a line that goes to a central reservations system. The person answering your call has no clue about the hotel you are trying to book at. Call the local hotel number and speak with someone that actually works where you stay. Be nice and calm, and ask if they have a room with 2 beds available, then ask if they have any special deals, discounts or packages. AAA/AARP membership is good for 10% off the rate, just remember to bring your AAA/AARP card with you so the clerk can take the membership number from it. I have lots more tips on how to reserve hotel rooms, and what to do if your room is not the room you wanted/is not cleaned properly/does not meet your needs. I could write a book about this stuff, and maybe someday i will!
Posted by Weedwhacked on 2013-08-12:
call the hotel directly, You posted the best information so far in my opinion on these online travel sites.
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Billing Scams and More
Posted by Servantofhis on 08/09/2013
I went to book my hotel and this is what happened:

1. The weekend was incorrect when I went to make final purchase.

2. After I put in my account info, I hit the back button to fix the date and it processed my payment without my consent. I only knew that it processed after I got an email confirmation...however.

3. The email address was wrong, praise God it still came through, probably because it was a business email.

4. I had to speak to 3 people before anyone was willing to fix it. I was speaking with them on a Friday, finally the hotel dropped the room reservation and she said my account would be credited 12-24 hours later. My account was never billed that day. But, on Friday my account was billed 2 times for the same amount, not credited.... but money was taken out. When I called back they stated it would be 24-48 hrs for the money both charges to be put back.... One was a hold charge and the other was the actual charge for the room which doesn't make sense... if I am paying for a room right out why should I be charged a hold fee.
     
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Posted by DebtorBasher on 2013-08-09:
Any websites I've ever used to buy anything, even when paying bills online...there is always a warning that once you hit 'enter'...DO NOT use the back button because it will/may cause a double charge. I'm surprised if Travelocity doesn't have that warning, since it's obvious the back button WILL cause a double billing.
Posted by PassingBy on 2013-08-10:
Another word of advice: Never use a debit card for any online purchase. The funds are immediately withdrawn from your bank account. With a credit card you have more protection and dispute rights.
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Hotel Refused to Cancel and They Wouldn't Fix Their Mistake!
Posted by Afrolova89 on 07/29/2013
I called Travelocity to book a hotel. I almost hung up on the guy at first because I couldn't understand him. I asked him to book a room in Mendocino, CA and I told him about the hotel I saw on the website and gave him the address. He told me it was located in that city. (Also, he spoke way too fast when it came to telling me the cancellation policy, and I could not understand him at all.)

When we got to Mendocino, I looked up the address on my GPS and it told me that the hotel was actually located 2 hours away from where we were in a city called Ukiah. I called to cancel the reservation because we did not want to drive another two hours in the opposite direction from which we came. A Travelocity agent called the hotel but the hotel said their manager "was not in" and so they couldn't cancel the reservation and for me to call back an hour later.

I called later and they said that because I called after a certain time, they couldn't cancel the reservation, even though I called in earlier. Then I filed a complaint with Travelocity that their agent messed up and told me the hotel was located in the wrong city. They said they would get back to me within 48 hours after they listened to the call. They got back to me 3 days later and said it was not their fault. All the agents I spoke to (including a supervisor) had heavy accents and I couldn't really understand any of them, and they didn't even listen to what the problem was and refused to fix it. Never again will I use Travelocity!!! And I recommend that you don't either!
     
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Posted by Weedwhacked on 2013-07-29:
You mentioned that you gave him the information on the hotel, including the address.
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Worst Customer Service Ever! Never Use Travelocity!
Posted by Abarby03 on 07/13/2013
I have just returned from one of THE worst stays at a hotel ever after having booked it on the Travelocity website. I chose a "top-secret hotel 3 star hotel in the Disney/Celebration area" for $44.43 p/ night and a listed "resort fee" of $8.00 total for our two night stay. Once my husband and I left the Disney World theme parks at midnight on July 4th we drove about a good 10 miles away from the "Disney/celebration area" where our hotel was supposed to be at and ended up about 5 blocks away from Universal Studios Orlando, which is in another area completely different than the one advertised for our hotel. My husband and I arrived at the hotel at about 12:30am. and the outside appeared to be clean, little did we know what was in store once we went inside.

The lobby was small and the clerk quickly checked us into our room (#102) it was probably a room the size of 10 x 10 ft and it smelled horrible, some kind of mix between must, mold and sweat. I walked into the bathroom and immediately got on the phone with Travelocity customer service to ask if we could get another hotel, this one was dirty, not at all up to the 3 star standards of any website! The person who answered my call placed me on hold and told me to go to the front desk to speak to the clerk to resolve my issue. She was not helpful or sympathetic with me at all!

We went to the front desk and were offered to either return our money (at 1am on a holiday weekend there were not other vacancies in town!) or try out another room in the hotel. We opted for trying out another room and it was bigger than the first, only because it was a handicap accessible room. I will try to be brief, however, there are so many things I could complain about. I am also attaching pictures of the horrible condition of the hotel room starting from the busted open air conditioner vent, the cracked wall plates, mangled electrical cables coming out of an electrical box right next to the bed, the 3 small pillows for the king sized bed, the moldy plastic casing where the emergency evacuation sign should be posted (by law), the rusted shower drain with plug unscrewed, the stained yellowed tub chair for handicap guests, the dust on top of the television, moldy dirty dust balls in bathroom respirator fan plate, stains on the carpet most visible in front of the mini-fridge and the urine stains around the toilet base. All of these pictures were taken by me upon entering the room.

Additionally, in the morning when we left the room, I had placed the do not disturb sign on the door and the maid took it upon herself to walk into our room and disregard the sign! As for the "resort fee" the Travelocity site advised of an $8.00 fee for our 2 night stay and the clerk informed us it was $4.50 + tax p/night! The only amenity available at the hotel was a small murky, dirty pool that you couldn't even seen the bottom of it on the 3 ft deep side on a sunny day! The pool is smaller than the pool in my own home! Lastly, if things weren't bad enough already, we were awakened at 9am on the dot on Friday by a loud weed blower motor roaring right outside our door and blowing gas smoke into our room! This is THE WORST EXPERIENCE EVER BOOKING ON TRAVELOCITY! I am very unhappy with this and hope to hear from someone in regards to this trip! I hope no other guest has to spend a night at that place, especially not under the false pretense of it being a 3 star resort style hotel!

And...I sent them the above email with supporting pics of the disgusting hotel 6 days ago and haven't heard anything from them! They obviously don't care about their customers!
     
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Posted by trmn8r on 2013-07-13:
This is a classic kind of complaint with these third party sites. I wouldn't use any of them.

The minute you allow a third party between you and the provider, you are surrendering your negotiating power when problems arise. Hotel management is right there, Travelocity is in Botswana or Iceland or India.
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Ridiculous Hotel Cancelation Policy
Posted by Mcliffordwa on 06/28/2013
I made a hotel reservation with Travelocity (first time). Then I needed to cancel the reservation. I cancelled on-line within 24 hours of the check-in. Travelocity said I would be refunded $0 and there were "terms in the reservation" I called the Hotel and they said to contact Travelocity Customer Service since 24 hour cancellations was their policy... I called and got an Indian Call Center that said they couldn't do anything, but gave me an email address... It has been 6 days and I haven't heard anything... NEVER WILL USE TRAVELOCITY.
     
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Posted by Bee on 2013-06-29:
What were the terms and conditions for the price on your hotel room? Was it a non-refundable booking? Hotels and companies like travelocity often have deals on "book early and save" but they are non refundable/no changes. That is why the deal is as good as it is.

As for contacting the hotel - the hotel's cancellation policy doesn't enter into the equation. You booked through Travelocity and therefore are bound by Travelocities terms and policies. If it states non-refundable, then you are out of luck. Travelocity provides 2 different options - there is the "free and flexible" rate or the non-refundable rate which gives a discount of an additional 15% BUT as it states, it is NON REFUNDABLE.

Always check what you are booking and be aware of the terms and conditions before you commit.
Posted by Weedwhacked on 2013-06-29:
It is in the terms of the reservation. Didn't you read it? It doesn't matter what the hotel's policy is, you chose to subject yourself to Travelocity's policy.
Posted by jonthethird on 2013-06-29:
The dollars you would have saved are minor compared to what you have lost. Deal directly with Hotels and Airlines. Often, you can get the same deal without the hazards
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