turbotrip.com Complaint - nonexistent reservations
I made reservations online with turbotrip.com for 3 days in New Orleans to stay at the Ponchartrain hotel during a holiday weekend. I made these reservations with my credit card- a week in advance and promptly received a confirmation number “securing” a 79$ a night rate. When we arrived there was no reservation-the reservation number that turbotrip.com issued me didn’t even have the same amount of digits as the number the hotel uses. The hotel said they were booked for weeks-and they also weren’t helpful about the situation. I wasnt offered any sort of help in finding another hotel, I was simply directed to a bank of payphones.
I didn’t know what to do, I tried calling turbotrip.com- SEVERAL TIMES on their “24-hour line” which kept ringing-with no one picking up. I even emailed them twice about the situation (the site says to expect a reply within 24- hours) and never got a reply during our trip...or at all. Finally a few days after I returned I called and talked to La Monica Reine who said they have a “legal and binding” contract with the hotel and that she would contact them for some sort of reimbursement for me- and that they would work with me until I was satisfied - I never heard from her again.
I contacted the BBB- to which Susan Smythe from turbotrip.com says they don’t feel responsible since “there was no way the hotel could have not known I had a reservation” (they provide no proof that the hotel comfirmred the reservation) and “that they typicaly walk customers to other hotels and thats what probably happened.” That didn’t happen to me- We spent $150 extra on the hotel, plus wasted time looking for a hotel,taxi to the new hotel-and tons of phone card calls and wondering if my credit card info was safe.
I think its terrible that a company representative said they will help me- and they never contacted me again, that susan smythe knew what happened to me-and still says "i was probably walked to another hotel"(the nerve!). This company doesnt always verify that you have a place to stay- they merely fax your reservation, and your credit card number to the hotel- (they make money if you can stay there...) This was by far the worst experience i have had online- it cost me and extra 200$ - which i really couldnt afford..I would suggest people check on their reservations from this company.I was 1000 miles from home- and it took me 4 hours to find another place to stay after traveling 14 hours.