Orbitz Cancels Guaranteed Hotel Reservation And Still Expects Me To Pay
ILLINOIS -- What a nightmare I am in the middle of with Orbitz. . I booked previously with Orbitz and fortunately there were no problems. There is no way to contact anyone who can assist you, and there is no follow from anyone I have been able to speak to…..Since last Saturday when I Booked and paid for a guaranteed room for that night that could not be cancelled. On my reservation, I made a special request for handicap access due to the fact my sister is on crutches. Several hours later received a call from "dotty" who spoke very poor English, said she was cancelling my reservation because there was no room available. I had called the hotel directly while searching online so I know there were rooms. I tried to explained that I understood it was possible that my request was not going to be honored (It clearly stated that when I made the request). After spending a lot of time (over 45 minutes) trying to communicate and hearing " I am cancelling your reservation” at least 3 times. I finally convinced her to call the hotel which ended up with Dotty requesting a set of crutches for me upon arrival - total language barrier. She got back on the line with me and said they do not have crutches. At this point I began to lose it, I finally contacted the hotel directly (Dotty gave me their number and the managers name) spoke with the manager and confirmed my reservation and all was well....UNTIL 3 hours later when I was 15 minutes from the property and the Manager called me to say ORBTIZ had cancelled my confirmed reservation sometime after 8pm and the room was resold automatically. He was sorry he had no more rooms. I was in the mountains of NC after dark with no rooms available- fortunately the manager called around we had to back track 20+ minutes and spend 50$ more for a room. All during this time I am trying to communicate with Ortiz overseas customer service based on my phone records I spent close to 4 hours on the phone with ORBITZ on Sat (disconnected by a supervisor once finally spoke with Mindy who said she would follow up. I explained the extra cost and gave her the manager name (he had already left for the evening it was after 10pm by this time. TODAY JULY 6 - 6 days later I am still awaiting a call back to correct this problem and get my refund. I did get a call at 11pm AT NIGHT from MINDY on Sunday ( when I asked why she was calling so late she said she did not know what time it was in the US) she said the hotel manager was off until Tuesday 7/3 and would call the manager then. No Call back yet, my credit card is still be charged for a cancelled room$108, and I have paid for another room that cost $160+ . The manager (of the hotel I was supposed to stay at) has NOT BEEN CONTACTED by ORBTIZ. I have spoken with him twice. Called Orbtiz and I sat on hold for 25 minutes and gave up. I chatted with a customer service representative online. Only thing she could do was send my info to the escalation team or have a Philippines representative call me - said I will hear something in 48 hours. She confirmed that there has been no follow up and that I cannot speak to anyone who speaks English as their primary language. Seriously this is beyond the worst customer service I had ever received Orbitz should be ashamed of the “customer service” provided. I am going to post this on every site, Face Book and twitter, I can find. I have already contacted by credit card. But Orbitz should be paying for the extra I had to pay. My reservation was paid for and GUARANTEED- I guess that means something else in their dictionary. LESSON LEARNED DO NOT BOOK WITH ORBITZ.