Otel.com Complaint - Otel.com Customer Care did not help me when the hotel did not find my reservation
I made the booking of 6 nights stay at Arpoador Inn of Rio de Janeiro on the web of Otel.com, paid by credit card and got the confirmation.
The Otel.com sent me repeatedly its confirmation when the stay was approaching.
But when I arrived at the Hotel, I was told there was no reservation for me and I had to pay by myself the room charge again to get a room there.
I tried to get in contact with Otel.com but the customer care service tel no. of the States was not available because it was on Saturday. (In addition phone charge from Brazil to the States is high. It is not at all practical to use phone, especially when nothing was solved as in my case) So I sent my inquiry through Otel.com Web expecting the problem would be settled soon at latest one day later. But it is not at all the case.
But what the Customer Care seems to have done is just to convey my message to the Provider (Who is it ? Metglobal? which issued the prepaid voucher) and it was not at all ready to solve the problem by itself.
What I heard is that the otel.com will inform me when it will hear from the provider. I asked who was the provider, but no reply.
The customer care just repeated the same message #otel.com will inform me when it will hear from the provider#.
Another problem was that during my stay, on one date the hotel was fully booked already. I told it of course to Otel.com in my first contact, but in vain. Also no care to this point.
What surprised me more was that Otel.com requested me to send the bill I paid to the hotel as room charges, when the check out date was approaching without solving the problem at all. Why must I send it to Otel.com.
To solve the problem must come first !
And of course, Otel.com could have gotten anything if it had contacted the hotel. But it seems not have contacted the hotel at all.
So I told the Otel.com " What have you been doing for so long time ? Nothing ? " No reply.
So literally the Customer Care did not anything.
I am waiting for the refund.
I do not recommend you to use Otel.com for hotels outside of USA.
If you get any problem with hotels outside USA and you have access just to ordinary phone, there is really no practical way to contact Otel.com Customer care.