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 arrive 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 10:30 pm 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 asked 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 email@example.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.
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 lose 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 10 pm 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 night's 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.
OK here goes. My friend has been going through a rough time. She lost her house, her boyfriend, among other things. So I bought tickets for The Jonas Brothers (OK stop laughing) concert and reserved 2 hotel rooms for two nights. Afterward, the JoBros changed the date of the concert. I called Travelocity to cancel the reservations. They canceled it and advised me that I would not be receiving a refund.
I called back trying to get them to just reschedule. Although the customer service representative was nice, she told me that even if I had just wanted to change without canceling, I would have had to pay for a new room. So I sent a nasty, pissed off letter to Travelocity. I just recently lost my job and fell ill. Gee, I could really use that money to pay for the endoscopy.
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.
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.
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 itinerary 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 and 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 were 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: 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.
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. 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.
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) 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.
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.
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 Travelocity 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.