Travelocity Complaint - Hotel Reservation & Bad Customer Service!
We only wished for a pleasant weekend to inspect a home plan and celebrate as best we can our ten year anniversary. We got nothing but hastes and frustrations. On January 16 our home burned causing us to loose everything we own so plans for our anniversary vacation were canceled. We found a home plan built in the San Antonio area and decided to take the money we received from recycling the metals and wire from the demo of our house to look at it and have a small anniversary celebration.
We checked in on 2-22 at about 10pm after working all day and driving 5 hours. We find out that the only room available was a two full size bed for the first night of our stay. The woman at the front desk even elaborated that a King bed room was not available at the time the reservation was made.
I called Travelocity customer service thinking that I would get the so highly touted Guarantee that is all over the website and TV commercials. We were sorely disappointed.
I was on the phone for over an hour instead of relaxing after a long day and beginning our mini vacation and anniversary celebration. After many frustrating attempts to offer future discounts (that doesn't help the current situation) at the end of the conversation the man, only known as Max, agreed to refund the entire price of the first nights stay since he could not find another suitable hotel that would fit our needs. I had him repeat the amount of the refund, $215.26 as well as repeat that we wouldn't pay for the first night's stay and wouldn't have to leave.
I thought all was fine. The problem solved to the best ability. I was still upset that the reservation was made for a room that wasn't even available and we would have to sleep in separate beds. I was happy it was done and move on and enjoy the weekend.
I was wrong.
The following day after we got back to the room I got a message to call Max and it was urgent. I placed another call at 9:30 and was on the phone for another hour to find out that I was not going to get the promised refund. I was lied to and the Max guy didn't put that amount in the system. The man Adam and a woman I still don't know her correct name (Adam said Lauraine, she answered Lauren but said her name was Sharron before ending the call) said I would only get $96.26.
I was assured both phone conversations were recorded and fully expect Travelocity to uphold the promise of their employee. If he is not allowed to make such an offer it is not my fault. He is a representative of Travelocity. If I am to understand he lied with his offering to get me off the phone then by extension Travelocity lied to me.
The issue has ruined our simple anniversary and attempt at forgetting we lost everything in the fire a month prior. I refuse to use Travelocity again so any offers for discounts on future stays was refused and will remain refused. All I am asking for now is the promise of the full $215.26 upheld.