Travelocityincentives.com - Travelocityincentive.com Do Not Follow Their Own Written Policy
Hotel Booking for 2 Nights - Complaint
SOUTHLAKE, ALABAMA -- I spent hours researching and planning our family vacation with part of it being for a 2 night stay in Orlando. I had enough reward points from a credit card to pay for part of this stay. One of the choices I had under the Wells Fargo Rewards Program was to use Travelocity gift cards which were administered by Travelocityincentives.com. I choose this route and proceeded to set up the hotel which you have to pick from using their specific website. Everything went smooth as far as setting up the reservation. However, the day before we were to arrive in Orlando, I called from our hotel in Key West to cancel the reservation since Tropical Storm Debby was making her way through Florida and flooding many areas along the way. This was going to put a damper (no pun intended)on our plans to visit Sea World and we were just going to drive back home early. However, when I called and tried to explain to the customer service representative why we wanted to cancel, after being placed on extended hold, she came back and said that if we did cancel, we would be charged the full price. Therefore, we decided to go ahead and stay at the hotel and hope for the best on the weather. Upon arriving at the hotel, it was raining cats and dogs so we just checked-in for the night. The next morning, it was still raining heavily and the forecast was dismal. Therefore, I called to plead my case with the weather issue to see if we could just cancel the 2nd night and was told again that we would be charged for both nights as one of their policies stated, "Cancellations or changes made after check-in are subject to a 100% penalty". I notified her that I tried to cancel the day before arrival (which she saw documented in the computer) but told we couldn't and that another of their policies stated, "All cancellations or changes will incur a $25 fee" (which we were prepared to pay) and "Cancellations or changes occurring within 24 hours on the day of check-in are subject to a one night Room & Tax charge in addition to the $25 fee". The thing is that I did try to cancel a little more than 24 hours prior to arrival and we should have only been charged one night stay and the fee according to their own policy, not for both nights. Trying to talk to her was impossible as she was from India and didn't speak English very well and although I quoted the discrepancy in their policy, she just kept repeating the same thing over and over again which I find with most people from India which is why I hate dealing with them (no I'm not racist). Also, she told me I would have to request any kind of refund from the hotel itself, but it specifically states in the policy that I printed, "Please do not call the hotel directly to make changes or cancel the reservation, as their agents will not be able to change or cancel or issue refunds for these specially negotiated rates". Unbelievable! I just learned the hard way not to deal with Travelocity ever again and hope to inform others to do the same.