Travelocity Complaint - Travelocity - land of 1000 excuses
I booked a hotel for a family visit to San Diego through Travelocity. I went the week before for work, and once I realized where the hotel was, cancelled it and made another (yes through Travelocity at a location better suited for family). I received an e-mail back from Travelocity stating that the amount of the hotel would be refunded to my card (was cancelled 5 days prior to stay). I was charged the entire amount for the stay. When I contacted Travelocity customer service, the first excuse I got was that those e-mails are automatic, and they have no record of the cancellation. Next they changed the story to blame the hotel (that Holiday Inn had a 30 day prior cancellation policy). While I still had Travelocity on the line, I called the hotel in San Diego, got the manager on the line who told me that their policy was to charge only the first day if not cancelled prior to check-in time. All I have gotten is excuses and poor customer service from Travelocity - latest e-mail they admit it was cancelled and are working on refund:
Travelocity Trip Id : 391958137870
Case ID : 3-660705471
Thank you for contacting the Travelocity consumer relations.
We are working with The Holiday Inn San Diego for a refund for the amount charged to you for a no show.
As soon as they come to an agreement with us, we will contact with you via email or telephone.
As per our records we see that the reservation was cancelled however we see that a full cancellation fee was charged to the booking.
We would request to forward the cancellation email which shows a full refund for the hotel.
We appreciate your understanding as we continue to work toward a resolution for you. We apologize for any inconvenience this may have caused. Please be assured that you are a valued customer and we look forward to your continued patronage.
Effective 31st August 2009, hours of operation has changed. We work Monday to Friday (8:00am to 7:00pm CST)
Consumer Relations Department
11603 Crosswinds Way
Since then they have refused to return calls or follow-up. I couldn't recommend using them to anyone - find a better travel planner who works on results instead of excuses.