Obitz Complaint - Orbitz; a company that cannot be trusted
I was left to fend for myself when a Hotel that I had paid for a reservation through Orbitz refused to honor their travel voucher.
I had made a reservation for a hotel room in Beijing China at the Wang Fu Jing Da Wan Hotel. The reservation was paid for through my credit card on the Orbiz website. I was to stay there for 28 days.
My flight arrived in Beijing China at about 9:30 PM. After going through customs and the 45 minute drive from the airport it was almost midnight before I got to the hotel.
When I arrived and showed the hotel manager the Obitz travel voucher I was told that they had no rooms available for me and that I would have to go somewhere else. I explained that had paid for a room for 28 days and I wanted to know what they were going to do about it. The hotel manager told me that they would not honor the voucher and that they would only charge my credit card for one nights stay. I was told that they would refund my credit card for the remaining money.
I could not get a hold of anyone at Orbitz to see what they could do for me. I had to go to 6 different hotels before I could find one with a room. All rooms were booked for an upcoming holiday. It was the Chinese Labor day Holiday and it last a full week. Almost all hotels rooms were booked and all they could do was let me have a room for 5 days.
After two days of trying I was finally able to get a hold of Orbitz, and this is where the troubles really began. I was passed from one person to the next, no one seemed able to help me. I was told to be patient and that I would be refunded my money in 10 days. I told them of the trouble that I was having trying to get a room and they did not want to help me, they simply told me to go to their website to book a room. I told them of the holiday and the problem getting a room and it did not matter to them, I also told them that I was having to pay almost $60.00 per night extra for a room and again they did not care it was up to me to work this out as they said it was not their responsibility for any extra charges.
I finally found a room at the Holiday Inn Temple of Heaven in the southern part of the city of Beijing. This resulted in me having to pay almost three times as much for Taxi service to visit almost any of the places that we were to go to for the remainder of my stay in Beijing.
After 15 days of waiting to have my money returned, I checked my acount and found that the money had not been returned to me. I called Orbitz and after being passed around again I was finally told that they wanted me to go back to the hotel that did not honor their voucher and to try to get my money back. I told them that this was not my job to do but theirs. They told me that the hotel manager told them that he would return my money in 10 business days.
I hired a translator and then took a taxi half way across the city of Beijing to talk with this hotel manager. I was told by the manager that he was only paid for the first nights stay as promised and that Orbitz had never paid them for the entire amount of the stay.
I wasted half a day and almost a hundred dollars for a translator and taxi to do what Orbitz had requested. When I called them back I again was passed from one person to the next, and again I was told that they wanted me to be patiant.
I tried talking to them via email because the long distance charges were getting to be very expensive as they would put me on hold for over 30 minutes each time you talked to them and sometimes up to 15 minutes while they passed me from one person to the next like a football.
I was promised the next time that they would have the money to me in 60 to 90 days. I again asked if there was something that they could do to help me about the additional cost that I was being forced to pay because of their lousy hotel reservation. I was told again to be patient. It seems that this is there solution to any problem, just be patient.
I told them that I was spending an extra $2000.00 for a hotel room, extra for the taxi service, extra for the translator, extra for the phone calls and all they said was for me to be patient. The total that I was out including the first hotel room, was over $5000.00 to have a room that I was to only pay a little over $1300.00 for. This caused me to have less money available for a vacation that I had planned years for. Orbitz solution, be patiant.
I wrote another email to them explaining that I could not believe that they had left a client to fend for themselves half way around the world, that they did not think that they had any responsibility other then to tell me to be patiant, and worst of all when I checked their website they were still advertising for this hotel that did not honor their voucher leaving other unsuspecting customers at risk of this happening to them.
I want this to be a warning to all persons thinking of dealing with Orbitz, let the buyer beware, they are a company that cannot be trusted and they will do nothing for you if your left in the same circumstances as I was.
Orbitz or the Hotel Manager are liars but in either case, I gave my money to Orbitz, and they failed to provide the services for which I paid for. The do not understand customer service and worst of all do not have any honor as a company.