Travelocity Complaint - Terrible Customer Service
We feel that booking through Travelocity ruined our honeymoon on this island.
It seems that the Resort treats patrons that book through agencies as second rate.
Upon arrival, there was no shuttle waiting for us - we thought this was standard, as indicated on their website as included in their packages? We
spent 400 baht out of pocket.
Next, we arrive and there are over 17% in taxes, which was not what we
encountered in the rest of Thailand, Vietnam, Laos, nor Cambodia.
Then, we find out that the room booked did not include breakfast - when I
booked, I thought it included breakfast. On the Bandara website, the price
of 3810 baht (4478 with the outrageous 17%tax) includes breakfast. As such, we asked the hotel to rectify this problem. They turned away rudely stated that it wasn't their problem and to contact the agent. We went to 4 different phones and could not get through. We tried to complain with the Manager, Paul and he explained that there wasn't anything he could do because they had to pay a commission the agent. We felt extremely mistreated and ripped off. They suggested that we cancel the reservation with Travelocity so they could help us, but we could not get through to your worldwide #.
They then said that if we paid for another night, they would add breakfast. This was totally not fair.
Moreover, Bandara had a promotion for 8700 baht, net, 2 nights including
breakfast, airport transfer, dinner, etc..
This is cheaper than what we paid AND includes breakfast, airport transfer, dinner,
Agoda and Hotel.com also have less expensive pricing equating to 3810++,
including the above features.
I just spent over 45 minutes calling the call center in India - the reps
were extremely rude and not client-service oriented whatsoever. Jessica or
Visna, spent over 10 minutes arguing with me and telling me that there was
nothing she could do because I did not call before staying at the hotel. I
explained to her that I tried and could not connect from Thailand. She is
un-sympathetic and kept directing me to email Consumer Relations, which is
what we are doing. I asked to speak to a supervisor and was put on hold for 15 minutes. Then, Phillip picked up and told me that the Call Center didn't have a supervisor. What the heck is going on with Travelocity??!?!?!
We requested that we be reiumbursed for such stress and disappointment on our honeymoon. We felt that we overpaid and did not get treated equally, and Travelocity should have honoured its' price match guarantee. They also need to look at the poor service received via farming out to a Call Center in India, where the English is poor and client service is non-existent!
NEVER AGAIN!!! They should go out of business.
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