Worst Customer Service Ever! Never Use Travelocity!
Online Hotel Booking - Complaint
I have just returned from one of THE worst stays at a hotel ever after having booked it on the Travelocity website. I chose a "top-secret hotel 3 star hotel in the Disney/Celebration area" for $44.43 p/ night and a listed "resort fee" of $8.00 total for our two night stay. Once my husband and I left the Disney World theme parks at midnight on July 4th we drove about a good 10 miles away from the "Disney/celebration area" where our hotel was supposed to be at and ended up about 5 blocks away from Universal Studios Orlando, which is in another area completely different than the one advertised for our hotel. My husband and I arrived at the hotel at about 12:30am. and the outside appeared to be clean, little did we know what was in store once we went inside.
The lobby was small and the clerk quickly checked us into our room (#102) it was probably a room the size of 10 x 10 ft and it smelled horrible, some kind of mix between must, mold and sweat. I walked into the bathroom and immediately got on the phone with Travelocity customer service to ask if we could get another hotel, this one was dirty, not at all up to the 3 star standards of any website! The person who answered my call placed me on hold and told me to go to the front desk to speak to the clerk to resolve my issue. She was not helpful or sympathetic with me at all!
We went to the front desk and were offered to either return our money (at 1am on a holiday weekend there were not other vacancies in town!) or try out another room in the hotel. We opted for trying out another room and it was bigger than the first, only because it was a handicap accessible room. I will try to be brief, however, there are so many things I could complain about. I am also attaching pictures of the horrible condition of the hotel room starting from the busted open air conditioner vent, the cracked wall plates, mangled electrical cables coming out of an electrical box right next to the bed, the 3 small pillows for the king sized bed, the moldy plastic casing where the emergency evacuation sign should be posted (by law), the rusted shower drain with plug unscrewed, the stained yellowed tub chair for handicap guests, the dust on top of the television, moldy dirty dust balls in bathroom respirator fan plate, stains on the carpet most visible in front of the mini-fridge and the urine stains around the toilet base. All of these pictures were taken by me upon entering the room.
Additionally, in the morning when we left the room, I had placed the do not disturb sign on the door and the maid took it upon herself to walk into our room and disregard the sign! As for the "resort fee" the Travelocity site advised of an $8.00 fee for our 2 night stay and the clerk informed us it was $4.50 + tax p/night! The only amenity available at the hotel was a small murky, dirty pool that you couldn't even seen the bottom of it on the 3 ft deep side on a sunny day! The pool is smaller than the pool in my own home! Lastly, if things weren't bad enough already, we were awakened at 9am on the dot on Friday by a loud weed blower motor roaring right outside our door and blowing gas smoke into our room! This is THE WORST EXPERIENCE EVER BOOKING ON TRAVELOCITY! I am very unhappy with this and hope to hear from someone in regards to this trip! I hope no other guest has to spend a night at that place, especially not under the false pretense of it being a 3 star resort style hotel!
And...I sent them the above email with supporting pics of the disgusting hotel 6 days ago and haven't heard anything from them! They obviously don't care about their customers!