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Otel.com Complaint - Otel.com Customer Care did not help me when the hotel did not find my reservation

Review by Trust on 2011-03-18
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.
Comments:3 Replies - Latest reply on 2012-04-22
Posted by leet60 on 2011-03-18:
I don't know if the OP is still in Brazil, but you can contact Otel directly at no cost by dialing: BRAZIL
Toll free 0-800-8911350
Posted by fargojoe1 on 2011-06-01:
We booked a reservation through Otel.com for a hotel is spain. You need to give your credit card details. They then tell you that unfortunately there are no rooms available at this time. We then booked the same hotel with another provider and when we arrived at the hotel found our credit card was declined! We had to use money we had brought with us for our holiday and pay with our debit card for the room. We then checked our credit card account and found that Otel.com charged us full amount for a room that didn't exist. When we contacted them we were told it was a toll free number in the UK under a sister company METGLOBAL.COM. This is in fact a phone number in the Phillipines that takes money out of your phone bill! We asked them when we could get the refund and they said 5-7 working days which we still have not received (20 days later). We told them we had no money with to enjoy our holiday and they said they would upgrade us to full board until the refund was settled. We thought this was a nice gesture however we have since found that the price of this was also deducted from our credit card at our expense!! We declined the offer of full board at the hotel as soon as we found out about this. To date OTEL.COM / METGLOBAL.COM have charged us for a room and full board which they never had, and also the cost of multiple NOT toll free numbers to the Phillipines. We have sent multiple e mails which they have not responded to. These were sent to a girl called MACY in Istanbul , and MONICA CO in the Phillipines. We have had to contact our solicitors who are looking into legal action. DO NOT USE THIS COMPANY!!! IT IS A TOTAL SCAM!!!!
Posted by bulldog on 2012-04-22:
If you have a genuine compliant about the Metglobal group of companies:

HotelsPro.com
Dhr.Com
Otel.com
Tatil.com
Allstarhotels.com

Report it to econsumer.gov

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