Travelocity Complaint - "Confirmation" Doesn't Mean "Confirmed." "Guarantee" Doesn't Mean "Guaranteed."
I learned a couple of things on my trip:
1. When Travelocity sends you a confirmation email, it doesn't mean you are actually confirmed.
2. Their guarantee to "make it right, right away" really means, "If we screw up, we'll give you your money back and leave you stranded in a foreign country half way around the world."
I got a confirmation from Travelocity 18 days before our trip to Bali. When we arrived, however, there was no record of our reservation at the hotel. I called Customer Service, but my roaming charges were $3/minute. I explained to the representative (Angel) about my situation. She said I would have to be put on hold while she talked to a supervisor, because she was not able to make outgoing calls. I told her it was very expensive and to have a supervisor call me back. She said I would have to wait. After being on hold for 8 minutes (~$24), I hung up and called back. This time, the representative immediately said he would have a supervisor call me back.
I actually was called back by two supervisors within a minute of each other. I stayed connected with the female supervisor. She checked all of the Travelocity hotel partners in Bali. She told me they were all booked, except one that was more expensive, but she would be happy to book it for me. It turns out that it was $900/night. I said "What about the 'Guarantee'?" She said they can't put me in a more expensive hotel, unless I pay the difference. This was completely their fault, but their interpretation of the "Guarantee" is much different from mine.
After Travelocity dumped me and hung up, I called the only person I "knew" in Bali: The owner of Kaverasana Bali Tour, whom I had booked for our second day. He was able to find us a much nicer hotel, right on the beach, for only US$4 more per day than the dumpy hotel from Travelocity. He saved the rest of our vacation from the jaws of Travelocity.