Screwed by Travelocity
Hotel Booking - Complaint
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.