Travelocity Complaint - Confirmation Number -- It's Worthless
SOUTHLAKE, TEXAS -- My friends and I were on a week-long trip to Cozumel - Cancun Mexico area. We planned to be flexible and plan our itenerary as we went.
I booked reservations for 1 night in Cancun using Travelocity. Upon arrival at the hotel, they didn't have my reservation in their computer ans asked me to wait about 2.5 hours, saying they are often slow updating. When I pressed the subject and showed them my "Confirmation Email", they called someone and was told my confirmed reservation was Cancelled. I had no email telling me it was cancelled or how to fix it. Since I had a confirmed reservation and this was a prepaid "good deal" reservation, I didn't dare use a different travel company, for fear of being double booked.
I bought a phone card and tried to call both Travelocity's problem phone number (Outside the US 1.210.521.5871) and my credit card company's number collect. I couldn't get through with either.
I emailed Travelocity via the website's "Contact Us" portal, but have yet received no response.
Thinking maybe my Visa might have denied the charge, I placed a second reservation, this time for our final 3 days, on my debit card. Again, I received a confirmation email. We got the room, but an hour later, were told the reservation was cancelled and asked to leave.
After much arguing with the hotel clerk to get a similar rate, I used my debit card at an ATM, and paid cash for the reservation.
1. WHY GIVE ME A HOTEL CONFIRMATION NUMBER IF THE RESERVATION ISN'T REALLY CONFIRMED?? (Confirmed means that the room is absolutely reserved for me, irrevocably.) If the reservation is subject to review through another department, do that before confirming. As the system now stands, YOUR CONFIRMATION EMAIL IS WORTHLESS. THEIR WORD IS WORTH NOTHING. Anyone who hears of this fiasco would never leave the house, having only Travelocity's confirmation email to rely upon.
2. THEY CONFIRMED MY RESERVATION VIA EMAIL, WHY NOT THE CANCELLATION??? They should include a live, on-line way to fix the problem?? Without official cancellation notification, I didn't dare make a reservation through other channels, as this was a prepaid reservation.
3. In the reservation process, they asked for a contact phone number. We were traveling in Mexico. Nobody with any sense would expect a US phone number to work in a foreign country.
Instead, they had confirmed the room, and they knew that we had checked in. WHY NOT SIMPLY CALL THE HOTEL??? Surely if we were trying to check into a Mexican hotel, we would be there?
Unless they can assure me that your system has been changed... I WILL NEVER USE TRAVELOCITY AGAIN, I WILL RECOMMEND AGAINST TRAVELOCITY WHENEVER POSSIBLE, AND I WILL POST MY EXPERIENCE WITH WHEREVER POSSIBLE.
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