Travelocity Complaint - Lack of customer service/failure to assist customer
My daughter and I booked a week long trip from NY to CA to check out colleges. We were positive about visiting colleges in the San Jose area, therefore we booked the flight, car, and San Jose hotel through an airline; there was no problem with that portion of the trip. The first two nights were booked the day prior to the trip via Travelocity. Specifically, this was two nights in the Ramada Hotel in West Sacramento. When we arrived at the hotel (about 11 PM on Sunday night) we were told our reservations had not been accepted. The Ramada desk clerk informed us the hotel was fully booked on the second night of our reservation; therefore the reservation was accepted for neither night. When the Ramada received the Travelocity reservation, Ramada (1) called Travelocity and left a voice mail, and (2) sent an email to Travelocity (received an automated reply that the email would be reviewed within 45 days), and (3) faxed a handwritten note. The Ramada clerk had assumed Travelocity would have resolved the problem prior to my arrival.
Travelocity customer service was useless. When we finally reached a supervisor, the Travelocity "solution" was: (1) cancel the existing reservation and return our money, (2) we were out of luck for Sunday night since it was after midnight, they couldn't book a room, and (3)they would assist us with booking a new room for Monday night at whatever price was available ( i.e. would not honor the original price).
The Ramada clerk called the Clarion hotel in Sacramento and verified a room was available for both nights. We received no assistance what-so-ever from Travelocity customer service. We received directions to the Clarion from the Ramada desk clerk. We drove to the Clarion and checked in for two nights around 1 AM.
After my wife sent in an email complaint, we received a standard apology letter from Travelocity. We received a restricted "$50 off" your next trip coupon. We did not received reimbursement for the difference of the hotel cost between the original booking (Ramada) and the new hotel (Clarion). The difference was less than the $50 coupon. The point is obvious: they have no customer service. They could have resolved the problem by rebooking us into the Clarion at the price of the Ramada. Note: the Ramada desk clerk mentioned the Clarion as an alternative hotel to the Travelocity supervisor in my presence.