Disaster on Our 10th Anniversary
DALLAS, TEXAS -- To whom it may concern:
My name is Brent Mosley. I am currently staying at the Live Aqua hotel in Cancun, MX. My reservation was cancelled by Travelocity, after I was told specifically that my hotel reservation was adjusted for my wife and I to arrive the following day on July 09, 2013.
We missed our original flight on July 08, because we were told by the Travelocity booking agent that there was no need for passports to travel from Dallas, Texas to Cancun, Mexico and that a birth certificate would suffice. I asked him to make sure and he absolutely stated that it would not be a problem. We trusted the word of this booking agent way too much. So, we showed up excited for our 10 YEAR Anniversary trip and get turned away by Spirit Airlines, because my wife only had her birth certificate on hand.
I called Travelocity and requested a full refund expecting that we would not be able to continue our trip, even at a later date. One representative said that I needed to cancel my reservation with the airline before we could receive a refund. I cancelled the reservation with Spirit Airlines while on the phone with the representative. The Travelocity representative continued to say that the airline reservation was still active. I was at the airport staring at the Spirit Airlines agent and he assured me he canceled the flight reservations. Finally, the representative said she needed to place me on hold and speak with the Hotel. We were on hold for 30 minutes. She did have the courtesy to check in now and then and say that she was still on with the hotel. She finally came back on the line and stated that unfortunately she could not cancel the reservation. I was speechless. After a few seconds, I said, "What....what do you mean you can't cancel the reservation?" She stated that the hotel could only cancel the reservation via an email and that a refund would be given then, but they could not refund the full amount. Again, this was not acceptable. I told her I needed a refund in order for my wife and I to travel to a US destination as we were still at the airport. The agent placed me back on hold, and after several minutes came back on the line and said that the hotel could not cancel the reservation at this time so a refund was not possible right now, but she would have to send an email to cancel the reservation and potentially get a refund, but it was not guaranteed. She said that I could call back in two hours or so to check. I was not pleased at all. I asked to speak with a supervisor. I was placed on hold again. She came back and said that a supervisor was not available, but she could arrange a call back. After some more words, I said OK. She then stated that a supervisor would call me back or I could call back in a couple of hours. My wife was in tears.
I went back up to the Spirit Airlines desk and asked another airline representative for possible flights to Miami and Las Vegas. They were all oversold. I told her about the situation, and she advised me that we could still fly to Cancun by getting a passport that day as long as we had a flight receipt. I was not very trusting, so I inquired some more. She said that there was a passport office in downtown Dallas that would issue a passport the very same day as long as we have a receipt showing that we had a scheduled flight reservation for the next day. I immediately called Travelocity to instruct them NOT to cancel our hotel reservation, while I booked a next day flight to Cancun. I specifically told the Travelocity representative and NOT cancel the reservation, but instead adjust it for next day check-in. She placed me on hold to speak with the hotel. She came back on the line and stated that she had adjusted the reservation for us to arrive the following day (July 09), but unfortunately I would not be refunded for the first day as the hotel refused to do so. I was not happy again, but I said OK I will fight that battle later. I asked about the ground transportation. She stated she could take care of that and placed me on hold again. She came back on the line and said that we were all set and that it was taken care of for us to arrive the following day and we would be picked up. I said this is fine for now, but I advised that we had spent extra money due to bad advice from one of their agents. I asked to speak with a manager. She stated a manager would call me back.
We had left the airport, hailed a cab and headed straight downtown to get my wife a passport. The cab driver said he knew of the passport place and barely got us there on time to submit the application. Luckily, we got the passport. We were told by Travelocity that our reservation was still good and adjusted for the next day. After we arrived home attempting to reconcile what had happened, I received a call from a (571) 918-6500 number. It was the Supervisor from Travelocity. He said, "Mr. Mosley, I see you have modified your reservation to arrive tomorrow, are you satisfied now?" (He said nothing about our hotel reservation being cancelled.) I acknowledged that we were arriving the next day, but I advised him we had to spend several hundred dollars extra, due to bad advice from the original booking agent. He told me he could offer a discount on future travel. I asked how much. He said $50. I chuckled and stated that I had spent way more than that. He then offered to extend my trip if I could get Spirit to place me on another flight. We could not do this, because of our work schedules. It was obvious to me that he was not trying to help. I asked for his name and he hung up in my face. I was too stressed out to call back and was fed up with the level of customer service your company provided so far.
Now, my wife and I are preparing to leave the next day. We have a friend pick us up again the next morning. We arrive in Cancun and we get transported from the airport by Olympus and arrive at the hotel. We go to the front desk to learn that our reservation was not showing up. After several attempts, the young lady came back and informed us that our reservation was CANCELLED! I was livid. I told her that Travelocity assured us they adjusted our reservation for check-in the following day (July 09, 2013). She said that I would have to speak with Travelocity. I called your company and the first associate looked up my Trip ID and said that my Hotel Reservation was still active and then placed me on hold to speak with the hotel. ONE and A HALF HOURS later, basically on hold the entire time, listening to that @#$%! music and several associates telling me that I cancelled my reservation and me telling them that I was confirmed for the next day, I was told I would have to pay $1800.00 for a new reservation with the same hotel (Live Aqua) by a supervisor named "Kevin". I asked for the money I already paid to be applied and I was placed on hold again. He came back and informed me that the "hotel" requires another email, but that would take several days. I asked to speak with a manager, and "Kevin" transferred me to a "Lucas". I had to repeat the situation to Lucas, and he placed me on hold AGAIN!. I have now been on the call for TWO HOURS. My wife is in tears and distraught, staring into the hotel floor. My head is pounding and all of a sudden the phone rings and another agent answers. I had been disconnected by Lucas. I'm furious and seriously considering litigation. I then walk over to the front desk of the hotel and asked to book a room. I told the manager that my 10 YEAR ANNIVERSARY was ruined by Travelocity. I paid another $1800.00 (a higher rate) on top of the $2436.00 (original vacation price) plus several hundred I paid for the screw up the previous day to salvage our vacation. No one from your company apologized or even attempted to truly help us. My wife's eyes were bloodshot red from all the crying. Do you think we are in a mood to enjoy our vacation now? I have spent more time writing this letter. The hotel told me that Travelocity has my money. The hotel never received the funds from when I booked the vacation package back in May of this year. And it doesn't make sense for a hotel to keep all your money, when you are not staying there.
If I am not made whole for this debacle and the pain and suffering we have encountered, then I will seriously consider escalating this matter. And with your reputation online, I think we will get way more than what you are now refusing to refund, because you seem to have systemic flaws in your service delivery model. And I'm being nice. I could be perceived that you defraud your clients. I am requesting a full refund. It is NOT RIGHT for me to pay for a hotel TWICE, because YOUR company's coordination skills are poor. The last communication I received from your company ( a Supervisor) before we boarded our flight today was that my reservation had been modified successfully and we were all set. We were still not totally satisfied, but we would still get to enjoy Cancun. Now, all the money I had budgeted for expenditures is gone to keep my wife from totally breaking down and to keep me halfway sane. Your company will not be successful treating it's customer's like this. I am in the hotel room spending my time doing this instead of enjoying my 10 YEAR ANNIVERSARY. Please salvage any bit of reputation you might have and HELP US!!!