Orbitz Complaint - Hotel booking in Paris
In mid June I decided to go to Europe for an August vacation. I spent a great deal of time researching prices and accommodations on line on several of the discount web sites. I finally selected a hotel that, according to the Orbitz web site, was a 4 star hotel and booked at $144 (U.S.) per night. I could not determine from the web site whether fees and taxes were included. But I booked the hotel.
The following day I received a confirmation from Orbitz, but the confirmation did not have anything re the price of the hotel. At this point, the only information I had re price was the $144 on the web site.
About a week before my trip, my daughter called the hotel to verify a non smoking room and the price as there had been no confirmation of price. She was told that the room had been booked, but at 150 euros per night which is $202 plus taxes and fees.
I contacted Orbitz customer service (what a joke that is). I explained my problem to them and each time I had to speak to someone off the coast of Australia, Manilla, and finally South Dakota (I think). Each employee argued with me that the price was in euros and Orbitz did not have the hotel listed at $144 and implied that I did not know what I was talking about. I asked to speak to a supervisor. The agent would argue with me again and tell me the same garbage that they had just stated previously that I had told them was not addressing my problem. I would have to raise my voice to them and command "I want to speak to a supervisor" before they told me they would get a supervisor, only to be put on hold for 15 or minutes then be hung up on. This happened 2-3 times before I was finally put through to a supervisor.
I told her about the price on line and that the price of the hotel was not discussed or in writing anywhere at any time during the booking process or on my confirmation. She asked me to fax her a copy of the email that Orbitz sent me to confirm the reservation and stated that she would get back to me. 24 hours later, I had heard nothing. So I called back and spoke to 3 other agents (3 separate calls) before being connected to a supervisor. This one was finally in the U.S. but was of little more service than any other representative of the company. She did tell me that I had to verify the 150 euro price 3 times when I made the reservations.
I reminded her that if that had been true, she and I would not be having this current conversation. She said that she would have technical support to look at it (5 or so business days) to see if there was a problem. I reminded her that I would be on my trip by then, but I assured her that I would not let this drop because bait and switch was not an acceptable means of conducting business. I asked for the corporate address and phone number which she gladly provided me. I called the number, got the same answering service I always got when calling Orbitz and another agent off the coast of Australia who insisted that he could help me.
I told him that he would just put me on hold and then hang up on me. He insisted that he would not, and then did so. I called back and was able to select another option and finally got a voice mail-who knows where. This is where I leave the story for now, but I will be back with the conclusion.
Bottom line, If you have no other choices but Orbitz, you should just stay home. I will never use them again and will spread the gospel of Orbitz for the rest of my life. This was supposed to be a vacation.