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turbotrip.com Complaint - nonexistent reservations

Review by rhonda_bartlett on 2000-12-07
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.
Comments:1 Replies - Latest reply on --
Posted by Anonymous on --:
I used turbotrip this past summer, for a new orleans destination, and while I cant say that the room was quality, I had no problem with the booking process. What I recommend you do is when using an agency such as this, CALL THE HOTEL before you leave, and make sure that they have you listed as coming. It will save you a bunch of hassle.

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