I booked a hotel reservation from Travelocity to Ocean City Maryland at the Atlantic Oceanfront. The customer service experience with Travelocity was very poor. I called Travelocity the one week before the 4th of July calling at 1:00 in the afternoon & didn't get solid reservations until after 9:00pm. I got hung up on, put on hold for hours, lied to, saying we'll call you back if disconnected.
When the room got booked I had to call back & reschedule due to the email confirmation was incorrect with wrong prices. I was told one price over the phone & the reservation was put in as another price. I was put on hold by three different representatives & had to start the conversation and process all over again. The customer service representatives acted like they were new employees, some were foreigners and you couldn't understand them. Their English was horrible that I ended up talking to a supervisor which that was how I got the hotel room booked.
I will never do business with Travelocity again. I also called the hotel to confirm my reservation & told them of my telephone experience & I was told I should have book with the hotel directly & they have received a lot of complaints about Travelocity.
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/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 12:30 am 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 10x10 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 1 am 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 per 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 9 am 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 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!
I booked a hotel in the Charleston SC area for one evening 4/3/13. I used Travelocity's "top secret" hotel booking process which requires pre-payment, something I normally do not do but decided to give it a try since I've used Travelocity many times. Travelocity's website said I would get a 3-STAR hotel and ended up being the Holiday Inn Mt Pleasant but OK, I was good with that.
When I checked in at the hotel, all they had left was smoking rooms which they explained was their "standard" room. I explained to the hotel front desk that I could not stay in a smoking room and asked for another room. They didn't have any other rooms available and they wouldn't refund my money. They said I would have to call Travelocity and this is "how Travelocity gets you!"
I went ahead and booked another hotel 10 miles outside of the city since it was already midnight. I called Travelocity the next day to explain what happened and their response was, "We are sorry, we can't refund your money. When you sign up for the top secret room, you just get whatever the hotel has available."
I would never have booked that hotel room if I thought for one minute I would be put in a smoking room. I can put up with a lot when I stay in a hotel but not that. Travelocity needs to be more transparent with their customers during the booking process about what is considered a "standard room." A smoking room preference isn't the same as a preference of getting 2 doubles or king beds or being on a specific floor. It is a health issue and customers need to know if non-smoking is available or not BEFORE they pay.
I am extremely disappointed in how Travelocity and Holiday Inn handled this situation. I have used Travelocity for many years but this is a deal breaker and I will never use them again. If you use Travelocity's "Top Secret Hotel" process, then buyer beware! To me, it isn't worth the hassle for the "big discount!" I am now out $157.
I have spent many hours trying to book a hotel reservation using a $500 Travelocity hotel gift card, to no avail. You can only book on travelocityincentives.com. I get all the way through the credit card payment process and then I get an error message that says "There is an error with the website at this time." SO, I call the 800# on the back, only to be told this has been a recurring problem all summer and I need to call Travelocity directly. I spent 3 hours back and forth with Travelocity via phone and email and am still not able to book a hotel.
Travelocity cannot book my room using a gift card. They can only accept a credit card. Back to Travelocity incentives and well they can't help because their site is powered by Travelocity. So, back to Travelocity and I hold for another 30 minutes and get disconnected. I tried emailing for service and after 6 emails back and forth, they continue to refer me to the Travelocity 800# (the people that can only accept payment with a credit card).
Also, they told me that they are making updates to their website which may have disabled some services, such as my inability to book a room? What? Who takes down a travel site during peak season? I am so frustrated. Now, I have to come out of my pocket for another $500 to pay for my room and I can't get any help from this horrible company.
Also, the Customer Service folk are horrible. They don't listen and just keep reading script over and over. It's in some foreign country. Not sure which, but I could hear a bunch of talking and laughing loudly while I was talking to one of the 2 "supervisors" I spoke to last night. It was very difficult to communicate back and forth due to the heavy accents, the noise and frankly them not listening! Please do not ever purchase on the Travelocity Hotel Gift Cards. Now, I have to go to the Feds to file a case with the CFPB. Waste of my time, when companies should just give you what you purchased.
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 because 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?? 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!
I was using Travelocity to piece together a family trip to New Mexico. I needed to book a stay for one night in Taos and pulled up a deal for a motel there. When I submitted the reservation on the Travelocity website an error screen popped up which told me that the reservation had not been completed and that I needed to retry.
So, I followed the instructions from the website and re-submitted the reservation. Little did I know that a confirmation e-mail had been sent to me informing me that the original reservation had indeed been completed in spite of what the website had told me. This resulted in me double booking a non-refundable reservation for that night in Taos.
When I checked my e-mail a little while later I discovered the two confirmation e-mails and realized that the reservation had been duplicated. I immediately called Travelocity to rectify the situation and they told me that there was nothing Travelocity would do and that they'd have to get the money back from the hotel.
Meanwhile, the manager at the hotel was on vacation and the desk clerk did not have the authority to refund the duplicated reservation. I called repeatedly over the next week and a half to have this done, but the manager was never reached and I ended up having to pay for two rooms.
The issue that I had with the website was investigated by Travelocity, but they said that since a confirmation e-mail was sent to me that I should have known to not believe their website and to have checked my e-mail prior to re-submitting. I saw the receipt for what the hotel billed to Travelocity and they made a profit of $22/night/room for the reservation. They refused to even refund the profit that they had for their website having screwed me over.
In addition to this, the next hotel we stayed at (also booked through Travelocity), didn't have our reservation and I had to spend an hour working with the desk clerk and customer service to get this fixed (after a long days travel). I am done with Travelocity forever.
My husband and I booked a room in New Orleans at Harrahs hotel. The room was supposed to be a luxury room suite with 2 queen beds. We booked this through Travelocity.com. This was our 20th anniversary celebration and what did we get? No luxury suite, 1 queen bed, and it was for the hearing impaired. I called Travelocity who called the hotel and they stated that they only guaranteed a room and not the accommodations asked for. We paid over 800.00 for this room that was only worth 150.00 at most. Travelocity should have advised us of Harrahs policy and they did not. I expect a refund and I will never book another vacation with Travelocity or Harrahs hotel in New Orleans.
I booked a room for Embassy Suites in Rogers, Arkansas. I thought I was dealing with someone at the hotel in Rogers. Later, I found out that I had made my reservation through Travelocity and the booking agent was actually located in the Philippines. I was told on the phone that there were only a few rooms left which was totally a lie. I booked the room for Christmas Eve and my husband and I never saw any other guests at the hotel. I never received a confirmation from Travelocity (probably because they didn't want me to know that they charged $29.00 to make the reservation).
Embassy Suites in Rogers told us the charge for the room was $90.00. Received my bill today and it was $129.00 because Travelocity charged more than if I would have booked through Embassy Suites. What a rip off! They don't want to honor the price of the hotel. Had I known who I was dealing with I would have never booked through them. I live in Oklahoma and could have easily booked the room myself.
Shame on Travelocity and their scams! I also didn't know that if we had been unable to use the reservation, the money would not have been refunded. That was never disclosed. I can now understand why I never received a confirmation from them. They try to hide everything so the customer won't know what's going on. This place needs to be shut down!
On Dec 26 2013, I made a hotel reservation through Travelocity after having my flight canceled and rescheduled. 15 minutes later I realized that the booking was incorrect. I called Travelocity and they wouldn't budge on the cancellation charge of one night. I waited on line 15 minutes to talk to the supervisor but Nathan wouldn't budge and simply stated that I should have read the policy better.
I admitted my mistake and was happy to take a penalty but insisted the penalty for 15 minutes was high. This was not waiting 1 week later or even a day later but 15 minutes. Travelocity has no heart. I ended up paying the full charge of the cancellation. My advice: book directly through the hotel.
I reserved a room at the Hampton Inn & Suites, Amelia Island, Historic Harbor Front district using Travelocity.com's web site. When I arrived, the Hampton Inn had NO RECORD of my Travelocity reservation, and they also had NO available rooms. The desk manager at Hampton Inn apologized, and even tried to comp me a room at the Ritz Carlton, only to find they were also full. The only available room on the entire island was in a hotel that was nowhere near as nice as the Hampton Inn, and it was not located in the historic district either.
TRAVELOCITY refused multiple requests for a refund phoned in on 9-2-2013 and 9-3-2013. After being denied a refund, I requested that my call be escalated to the supervisor. Someone with a THICK INDIAN ACCENT answered the phone, and could not understand why I expected a refund of the Travelocity charge on my VISA . This is not rocket science in my opinion. If you reserve a room at a nice hotel, and then have to stay in a hotel that is nowhere near as nice, in a different area, then you did not get the service you paid for, and should be gladly and promptly given a refund. I will not use Travelocity again E-V-E-R!!!