Travelocity Hotel Bookings - Page 2

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Travelocity and FALSE advertisement of Hotel Picks
Posted by on
SAN CARLOS, CALIFORNIA -- We booked a Flight/Hotel package with Travelocity in August of 2010 to San Carlos, CA. We had no problems with the Flight at all. The Hotel on the other hand was a pure Joke. It was advertised as a HOTEL to begin with and showed a 4 star rating, it was an 8 room roach motel that smelled like curry. This Place was called the San Carlos Inn, not the San Carlos Hotel as advertised. The address was 1140 Morse Ave. in San Carlos, CA. It is a dive and should not even be shown to the public PERIOD. It is worse than a Motel 6. You go into their "lobby" and it is surrounded by 3 inch plexy glass and you need to speak through a little "mail hole" at the bottom. We actually had to check in because that is where Travelociy sent us, we looked into the room, it was filthy dirty. Carpets were stained, filth on the windows, stained walls and all the knobs on TV and closets were either broken off or broke in half. It was totally disgusting.....We walked out of the room immediately and checked out and I told her I wanted my money back and the "hotel clerk" told me I needed to take it up with Travelocity in which I did 5 minutes after I raced out of there. I was on the phone for an hour with Travelocity, they told me I needed to wait to hear from their "Investigation Dept." and that could be anywhere from 2 to 4 days. We were at a College Soccer Tournament and would only be there 3 days. It was a FREAKING disaster. We ended up finding another hotel called Country Inn Suites in San Carlos and it was the best Hotel with the best staff we have ever seen. PLEASE PLEASE if you ever have to go to San Carlos ever, stay at the Country Suites Inn Hotel at 251 El Camino Real, San Carlos.
Travelocity of course told me that it was my fault for picking their "4 STAR RATED" San Carlos Inn and they were standing by it and would not refund my money. I WILL NEVER EVER USE TRAVELOCITY AGAIN AND I HOPE EVERYONE WHO READS THIS DOES THE SAME. THEY ARE BY FAR THE WORST COMPANY OUT THERE, THEY DO NOT CARE ONE BIT ABOUT CUSTOMER SERVICE AND YOU WILL CALL INDIA TO TRY TO GET HELP. GOOD LUCK UNDERSTANDING A FREAKING WORD THEY SAY. PLEASE SPREAD THE WORD................
     
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getoverit on 2011-01-17:
There's been a number of complaints recently about misleading star-ratings on travel sites. It would be interesting to know how they come up with those.

I don't do business with Travelocity, partly for reasons I mentioned in a review I wrote a few months ago. They clearly are not oriented toward providing truth in their advertising.
bhskittykatt on 2011-01-18:
Completely valid complaint. You can tell from the photo that place is just a dive! http://www.tripadvisor.com/Hotel_Review-g33011-d601238-Reviews-San_Carlos_Inn-San_Carlos_California.html

The only "San Carlos Hotel" I found looked very nice...in New York. http://www.sancarloshotel.com/default.aspx?pg=gallery&rp=home The "Hotel San Carlos" is near where you stayed and also appears nicer: http://www.thehotelsancarlos.com/

So perhaps they mixed up their ratings with those. Doesn't excuse the error, though. Direct them to that first link. Clearly it's a one-star, if you can give it that.
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Travelocity travesty
Posted by on
Travelosity claims to specialize in 3 & 4 star hotels, so I believed it would be a good way to book a hotel in Columbia, S. C. I researched and was assured I would be within 10 miles of the military base, which I was going to. I made the reservation well in advance, 3 to 4 weeks ahead of my trip, I knew I would be arriving at the hotel late so I really needed it to be easy to find and I expected the hotel to be in a safe neighborhood. When I left the military base in Columbia it was well after dark and I got out the directions to the hotel, I got onto the highway and proceeded to get to the hotel that I had a reservation at. I started to worry when I passed the 10 mile mark that I had been guaranteed the hotel to be at- after 21 miles I then found the exit for the reserved hotel, the hotel was right next to highway, a few extremely odd left turns in a very dim lit area yielded the hotel. I pulled up to the front entrance and to my surprise had to enter a door that opened to a 5x5 room of concrete and bullet proof glass. I was then asked what I wanted???-(meanwhile there were no other vehicles parked at the hotel- which made me wonder if the place was a hotel at all after she asked me that.) I told the woman that I should have had a reservation and she shook her head and told me that there were no reservations!!! I said that I had already paid and to please look again- it was late at night by this time. While the woman went to look I had to call Travelocity to find out what the problem was. While the representative from Travelocity was on the phone with me, the woman knocked on the bullet proof glass to let me know that there was indeed a reservation and told me I needed to give her my I. D. and my credit card, I gave it to her and she started to recharge me for the hotel! By this time I was getting irritated and told the representative from Travelocity that the hotel was a far distance and it looked like a glorified crack house- I forgot to mention the homeless people loitering in the parking area of this hotel- but I mentioned it to the rep, as well as the bullet proof glass and the dimlit area that seemed unsafe for 2 women and a baby to stay at. The Travelocity representative said there was nothing I could do but cancel the reservation, but I would be charged anyway and he couldn't find another hotel for us. I cancelled and left that hotel and had to find another on my own, by this time after midnight and am used to being asleep by that time! I should have been able to get some if not all my money back for that experience and I warn anyone about to travel, which my family does more than most, to never ever use Travelocity- they didn't get me a close or safe hotel, a far cry from what most travelers would call 3 or 4 star hotel, It was a negative 8 in my book and they owe me!
     
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Be Wary Of Using 3rd Party Sites To Book Hotels
Posted by on
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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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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Confirmation Number -- It's Worthless
Posted by on
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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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.
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 on
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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Anonymous on 2009-06-24:
You said it, "don't ever book with them."
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Left Stranded In A Foreign Country
Posted by on
ATCO, NEW JERSEY -- My husband and I booked a 7 day trip to Mexico Riveria Maya through Travelocity. Inclusive in my reservation was a prepaid transportation voucher, with a company named "Oympus Tours". Unfortunately our area was hit with a heavy snow storm the day of our departure. Our flight was cancelled and rescheduled three times. We spent 12 hours in our local airport before being informed that all flights were cancelled altogether. Our first two flights were scheduled with Northwest airlines. Our third flight was transferred to Delta airlines and finally delayed until it would arrived beyond the departure time for our connecting flight. This caused us to wait in an hour long line to try to seek an alternate route. Delta was kind enough to get us on a direct flight to Cancun Mexico with US Airlines. During the 12 hour stay at the Philadelphia airport I placed four phone calls to Travelocity informing them of our new flight and estimated arrival time for each. Every phone call placed to Travelocity took approximately 35 minutes before I was able to speak to a real person. Then it took another 5 minutes for Travelocity to confirm the new arrival time and flight change with Olympus Tours. Finally on the forth phone call I communicated the change of airline, flight number and arrival time. Again Travelocity confirmed that the changes were communicated to Olympus Tours.

Upon arrival in Cancun Mexico, my husband and I went through customs, picked up our luggage and found the pickup area outside the airport. It was 10:30pm and my husband and I had watched a van pulling away from the airport. We were approached by a Mexican man who claimed our tour van left us there. After about an hour, the airport workers were leaving the building and closing up the airport. There were no more official looking cabs and no transportation van arrived. We were approached by a Mexican man who claimed he was from airport security. He said our hotel was over an hour away and we were stranded there. He offered to have us driven to our hotel for a $155.00 fee. He had a walkie talkie and called someone to drive us. He looked at my vouchers and hotel confirmation.

He made a call to our hotel from his cell phone. He said the manager was on the line and handed told us to take the cab and we would be reimbursed for all charges. So we had to travel over an hour and a half in a strange Mexican man's unmarked car. We were stranded in a foreign Country where we didn't speak the language. I was terrified that we would never reach our hotel. We did arrive at the hotel only to find that there was no manager that my husband spoke with. We were stranded by Olympus tours and then scammed out of $155.00 by the men at the airport. During my vacation we were able to contact Olympus tours, we met with a representative for over an hour where we explained our experience. We were ask to meet with him again the next day to write out an incident report. We again met with him for over an hour while I wrote out a two page report. We were never heard from this man again. I had to have the hotel call Oympus tours to inquire about our pick up for our return flight.

During that call I was informed that I would not receive a refund for my unofficial taxi ride. I was given an apology for the situation but I would not be given a refund. Olympus tours would not accept responsibility for leaving us stranded at the airport. This man did finally say that they contacted Travelocity and credited the one way fare since they failed to pick us up. Upon my return to the United States I called Travelocity to explain my horrible experience. I waited 10 minutes to speak with a human. I went through the entire story and then the person told me to write an email to customer.relations@travelocity.com I spent another hour writing out my nightmare introduction to Mexico. Two days later I called Travelocity because I never received confirmation of my email. I was told that they don't have any record of my email and to sent it again and maybe fax it as well.

Now I have spent yet another hour of my life writing about this incident is my closure. I just wanted to contact Travelocity so that this Olympus Tour company would not be endorsed by them and this harrowing experience would not happen to another person. Travelocity is not as concerned about it as my husband and I are. I will not be a return customer for sure. Beware
     
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dan gordon on 2009-03-12:
no offense but drama must be your thing. I made a reservation with Travelocity that included transfers and the transfer company didn't meet us. Travelocity wouldn't refund our taxi fare. That about sums it above, with way less time spent.
Soaring Consumer on 2009-03-13:
It is Travelocity's responsibility to find alternate transportation for you, as your acting travel agent.

You are due a partial refund, contact their higher-ups.
Ben There on 2009-03-13:
You should get a refund of whatever the one way Olympus Tours transfer cost, but that probably will not equal $155.00. Write off the difference as the cost of traveling during the winter.

Shared ride vans run on schedules just like planes and trains. If you had missed the last plane or train of the night, you would have been stuck at the airport. At least you found an alternative to get to your destination.
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Hotel Reservation & Bad Customer Service!
Posted by on
We only wished for a pleasant weekend to inspect a home plan and celebrate as best we can our ten year anniversary. We got nothing but hastes and frustrations. On January 16 our home burned causing us to loose everything we own so plans for our anniversary vacation were canceled. We found a home plan built in the San Antonio area and decided to take the money we received from recycling the metals and wire from the demo of our house to look at it and have a small anniversary celebration.

We checked in on 2-22 at about 10pm after working all day and driving 5 hours. We find out that the only room available was a two full size bed for the first night of our stay. The woman at the front desk even elaborated that a King bed room was not available at the time the reservation was made.

I called Travelocity customer service thinking that I would get the so highly touted Guarantee that is all over the website and TV commercials. We were sorely disappointed.

I was on the phone for over an hour instead of relaxing after a long day and beginning our mini vacation and anniversary celebration. After many frustrating attempts to offer future discounts (that doesn't help the current situation) at the end of the conversation the man, only known as Max, agreed to refund the entire price of the first nights stay since he could not find another suitable hotel that would fit our needs. I had him repeat the amount of the refund, $215.26 as well as repeat that we wouldn't pay for the first night's stay and wouldn't have to leave.

I thought all was fine. The problem solved to the best ability. I was still upset that the reservation was made for a room that wasn't even available and we would have to sleep in separate beds. I was happy it was done and move on and enjoy the weekend.

I was wrong.

The following day after we got back to the room I got a message to call Max and it was urgent. I placed another call at 9:30 and was on the phone for another hour to find out that I was not going to get the promised refund. I was lied to and the Max guy didn't put that amount in the system. The man Adam and a woman I still don't know her correct name (Adam said Lauraine, she answered Lauren but said her name was Sharron before ending the call) said I would only get $96.26.

I was assured both phone conversations were recorded and fully expect Travelocity to uphold the promise of their employee. If he is not allowed to make such an offer it is not my fault. He is a representative of Travelocity. If I am to understand he lied with his offering to get me off the phone then by extension Travelocity lied to me.

The issue has ruined our simple anniversary and attempt at forgetting we lost everything in the fire a month prior. I refuse to use Travelocity again so any offers for discounts on future stays was refused and will remain refused. All I am asking for now is the promise of the full $215.26 upheld.

Sincerely,
Cody Lee
     
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GothicSmurf on 2008-02-25:
If you are looking for something specific, always book direct. You won't have to worry about the run around in situations like this and you can always make sure they have what you want. And 9 times out of 10, it's cheaper.
Doe3001 on 2008-02-25:
EXPEDIA is even worse. THey tried to scam me once (read my profile for details). Online travel sites seems to be doing this systematically to a lot of people
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Horrific
Posted by on
Rating: 1/51
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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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!
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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StarEmpty StarEmpty StarEmpty StarEmpty Star
Billing Scams and More
Posted by on
Rating: 1/51
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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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 its obvious the back button WILL cause a double billing.
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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StarEmpty StarEmpty StarEmpty StarEmpty Star
Hotel Refused to Cancel and They Wouldn't Fix Their Mistake!
Posted by on
Rating: 1/51
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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Weedwhacked on 2013-07-29:
You mentioned that you gave him the information on the hotel, including the address.
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