CHICAGO, ILLINOIS -- My review about our stay at the Bel Air Cancun through Orbitz. I have nothing but nice things to say about the Bel Air Collection. However, I have been waiting to get home so I could tell everyone what a horror Orbitz has caused my boyfriend & our two friends at the very start of our vacation.
When we booked this hotel on Orbitz, it clearly said "All Inclusive" WHICH IS WHY WE BOOKED IT. (In January by the way.) When we got there on June 5th, the hotel staff tells us that we did not book all inclusive and would have to pay an extra $900. We were in shock. They told us we could call Orbitz and have it solved because to our surprise, the hotel told us that this happens all the time, only with Orbitz. People come in all the time thinking they booked all inclusive, but nope! Everything was wrong.
So we called Orbitz, were on hold for over an hour in the lobby of our hotel, not being able to go to our room yet after a 4 and a half hour flight. When Orbitz finally answered, they put us on hold about 4 times for about 30 minutes each. When we finally spoke to them, they kept telling us we did not book all inclusive, when we know we did. That is the only reason why we booked the hotel. We are 20 year olds going to Mexico… WHY WOULDN'T WE BOOK ALL INCLUSIVE?!
When we told the woman on the phone that the hotel said this happens all the time, she denied it and said it was not true in the most rude way possible. After 3 long, hot hours of arguing with Orbitz, we gave up because they wouldn't even try to understand. Even though we told them the hotel said this has happened several times before, they did not care one bit.
Since Orbitz completely screwed us over, we tried to work out something with the hotel. We thought we booked all inclusive so we did not have money to pay for food AND to have fun in Cancun. Thankfully, one of the managers, **, came to the rescue. He offered us to pay $225 for the all-inclusive deal, PLUS he gave us two honeymoon suites with a Jacuzzi and ocean view. We were ecstatic and agreed to it right away.
My boyfriend & I had one room, & our two friends had another, right next to each other. The room was breath taking. We were all screaming as we entered, just like the movies. The staff were the nicest people I have ever met in my life. Such hard workers and overall kind. ** was the person who cleaned our room and he made designs our of our towels and curtains every day. Such a sweet man who clearly loved his job… so cute!!
Overall, I would stay in this hotel if I went back to Cancun and I have already recommended it to other friends who plan ongoing. The Bel Air was amazing but Orbitz, I will warn everyone I know not to book through them. I will NEVER, NEVER, NEVER book through them again if they were the last travel website on the face of the earth. Not only did they screw us over, but they were rude about it and did not care that they kept us waiting on the phone in the heat during our first three hours of vacation… only to tell us they did not do anything wrong. Again, DO NOT BOOK THROUGH ORBITZ!!!
ILLINOIS -- What a nightmare I am in the middle of with Orbitz. I booked previously with Orbitz and fortunately there were no problems. There is no way to contact anyone who can assist you, and there is no follow from anyone I have been able to speak to. Since last Saturday when I booked and paid for a guaranteed room for that night that could not be cancelled. On my reservation, I made a special request for handicap access because my sister is on crutches. Several hours later received a call from ** who spoke very poor English, said she was cancelling my reservation because there was no room available.
I had called the hotel directly while searching online so I know there were rooms. I tried to explained that I understood it was possible that my request was not going to be honored (It clearly stated that when I made the request). After spending a lot of time (over 45 minutes) trying to communicate and hearing "I am cancelling your reservation" at least 3 times. I finally convinced her to call the hotel which ended up with ** requesting a set of crutches for me upon arrival - total language barrier. She got back on the line with me and said they do not have crutches.
At this point I began to lose it. I finally contacted the hotel directly (** gave me their number and the manager's name) spoke with the manager and confirmed my reservation and all was well.... UNTIL 3 hours later when I was 15 minutes from the property and the manager called me to say Orbitz had cancelled my confirmed reservation sometime after 8 pm and the room was resold automatically. He was sorry he had no more rooms. I was in the mountains of NC after dark with no rooms available - fortunately the manager called around. We had to back track 20+ minutes and spend 50$ more for a room.
All during this time I am trying to communicate with Orbitz overseas customer service based on my phone records. I spent close to 4 hours on the phone with Orbitz on Sat (disconnected by a supervisor once finally spoke with ** who said she would follow up). I explained the extra cost and gave her the manager name (he had already left for the evening. It was after 10 pm by this time).
TODAY JULY 6 - 6 days later I am still awaiting a call back to correct this problem and get my refund. I did get a call at 11 pm AT NIGHT from ** on Sunday (when I asked why she was calling so late she said she did not know what time it was in the US) she said the hotel manager was off until Tuesday 7/3 and would call the manager then. No call back yet, my credit card is still be charged for a cancelled room $108, and I have paid for another room that cost $160+. The manager (of the hotel I was supposed to stay at) has NOT BEEN CONTACTED by Orbitz. I have spoken with him twice.
Called Orbitz and I sat on hold for 25 minutes and gave up. I chatted with a customer service representative online. Only thing she could do was sent my info to the escalation team or have a Philippines representative call me - said I will hear something in 48 hours. She confirmed that there has been no follow up and that I cannot speak to anyone who speaks English as their primary language.
Seriously this is beyond the worst customer service I had ever received. Orbitz should be ashamed of the "customer service" provided. I am going to post this on every site, Facebook and Twitter, I can find. I have already contacted my credit card. But Orbitz should be paying for the extra I had to pay. My reservation was paid for and GUARANTEED - I guess that means something else in their dictionary. LESSON LEARNED. DO NOT BOOK WITH ORBITZ.
I am extremely disappointed with Orbitz. I was looking to book a hotel in Tel Aviv, Israel this past Spring. After some searching, I took it upon myself to contact Orbitz via the toll free number on their website. I talked to an Orbitz representative and told her that I would like to book a hotel in the city of Tel Aviv and provided the dates that I had wished to stay in the city as well as a price range that was affordable to both me and my family. The Orbitz employee checked the available listings and within a few minutes recommended a "resort". She mentioned that this "resort" was on the beach and it was within the price range that I had requested.
When my family and I arrived in Tel Aviv, we went to the taxi station within the airport and gave them the address to the "resort", which turns out was not in Tel Aviv at all, but rather in a small town called Mikhmoret approximately 30 miles north of Tel Aviv! Since it was Shabbat when we arrived in Tel Aviv, a taxi was the only mode of transportation available to us. The cost of traveling to the resort in Mikhmoret by taxi was 350 Shekels (approximately $100), but since there was no alternative, we were forced to pay this amount, even though we did not want to stay in Mikhmoret in the first place.
When we finally arrived to the so-called "resort", the first thing we noticed was that it was in a residential neighborhood, with nothing within walking distance and since we had no car we thought that it might be possible to take public transportation. Unfortunately, there were no bus terminals nearby. Additionally, there wasn't a place to catch a taxi, there wasn't a market, nor was there a beach anywhere in sight. In fact, the beach was a good two or three miles from the "resort". The area itself did not look very safe at all and we asked the taxi driver to wait while we checked things out.
Upon walking to the "resort", we were immediately disgusted at what we saw. A dirty, rundown residence that had been converted into a so-called "resort". The weeds were growing out of control around the property, the front was littered with junk, dirty laundry was strung up in front of the residence and the area was full of eyesores. When we arrived, we had to ask the driver of the taxi to call the phone number provided to us in order to obtain a key to enter the residence. After about a 15 minute wait, this young Israeli man of no more than 25 years drives up and takes us into the residence.
The inside of this residence was just as much of a pigsty as was the outside. The pictures of this place on the Orbitz website had shown a clean and tidy place, but the truth was that the place was rundown and filthy. The rooms were bare and the restroom and shower were one and the same. The pictures sent in to Orbitz from the owner of the residence was false advertising, and Orbitz had taken no precautionary steps to validate that the pictures were an accurate representation of the property.
Not willing to stay in such a filthy place, we opted to take a taxi to the city of Haifa (which we had planned on visiting the next day). Once again, we had to pay an additional 350 Shekels ($100) to go to the city of Haifa. If we had a hotel WITHIN the city of Tel Aviv, then we could have stayed the night there and took the train to Haifa the following day for a fraction of the price.
Even though we decided not to stay in the "resort" mostly due to the false advertising on the Orbitz website, we still were forced to pay the $150 for the room (and we had booked the same place for our trip back from Haifa, so we had to pay another $150). Being out $300 is not the problem. The problem is Orbitz lack of professionalism, to at least verify that the pictures posted to THEIR website for THEIR customers to view is an accurate depiction of the hotel.
CHICAGO, ILLINOIS -- On Saturday 8/3/2013 I booked a room at a hotel in Oregon through Orbitz. When I arrived at the hotel I was informed that they did not have a reservation and they had no rooms. After telling them it was on Orbitz they told me they had been full all day but Orbitz kept sending them rooms and it was not their problem. THIS ROOM WAS PRE-PAID AND I WAS CHARGED AND GOT A CONFIRMATION!!!
I called Orbitz, and the agent who was obviously speaking English as a second language called the hotel, was told they were full and then blamed everything on the hotel. The most he was willing to do was to cancel the reservation. When I asked about another room he wanted to do nothing until I asked for a supervisor. I was then told he called every other hotel showing as available and told they were full and it was the fault of each hotel and not Orbitz. He told me to book another online that I did and then came back and told me they were full as well after they charged my credit card again.
He only offered to refund the first charge in five days and wanted to do nothing else until I demanded. There was no customer service, I was lied to about what hotel's he called, the website does not display proper rooms available but they sure do instantly charge your credit card but they are not willing to refund for their errors.
I told them it was their responsibility to find me another room and to pay for it which he said his supervisor said they couldn't do (after I was told no supervisors were available) and then after pushing they said they could find a room 25 miles away, gave me a name of a hotel but would not give me directions. I didn't know where I was at the time. When pressed for directions he then hung up on me. I called back and was told the only note in the account was that I agreed to a refund of the first hotel and that was it.
Needless to say I was left stranded and without a room that night by Orbitz. Yes, you still charged my card! When I contacted them about the charges they claim that I stayed at the second hotel which I was told was full after making the reservation. NEVER NEVER book through Orbitz or trust what they say they have in room inventory.
BOISE, IDAHO -- BUYER BEWARE!!! Problem: Upon arriving to our hotel, we were told that Orbitz had booked a promotional code that we were not eligible for. It was for a “Single Ladies” promotion. We had no idea what they were talking about. So explained that Orbitz required us to fill in the passengers' names and sex origin and that it was not our fault that their system did this to our reservation. In the end we had to pay the difference of $250.00 out of pocket right when we arrived to the hotel.
Technical Issue: Orbitz system only looks for the cheapest deal for the hotels in the area you are looking for. Their online system does not have algorithms set to catch whether or not the buyer meets the requirements of the promotion.
Customer Service: When we contacted Orbitz upon our arrival to our hotel to ask them to fix the issue, (which took them an hour just to get us on the line with the right person) we were told that it would take 2-3 weeks for resolution on the issue, and that we would need to pay the difference. They told us that we would get an email confirmation within 48 hours. (BTW there were 2 other couples dealing with the same issue when we arrive to the hotel, and calling them as well) Since we were in another country, we were forced to reluctantly pay the difference. When we returned home, there was no email.
We contacted Orbitz again 2 weeks after our original call and they said they had not began working on the issue. I requested they escalate the issue and get back to me ASAP. Two days later, they called and stated that they found no issue with our reservation and somehow we agreed that we were eligible for this “Single Ladies” promotion.
After some arguing with the customer service representative about how the system never asked us to check a box or anything and that there should be an algorithm to catch these things (my husband is an electrical engineer and computer code for a living), we were offered a $50.00 voucher to use Orbitz again and that they were sorry for the inconvenience.
Overall Rating: 0/10. I would not ever rate them a fraction of percentage since I could have gone with any other company and not had to deal with this crap. Next time we will book with the Priceline guarantee. Recommendation: DO NOT USE ORBITZ FOR ANYTHING!!!
I had $73.29 in "Orbucks Rewards". I looked up the hotel I wanted to stay in and the Orbitz website said I could get the room for $45, and it said, "Orbucks applied". Great. I booked it and my credit card was charged for $136.37. I immediately called Orbitz and was told that was because the hotel would not accept Orbucks as payment. WHAT?!?!? The Orbitz site claimed the room would cost me $45! They did not say, "if the hotel decides to accept this".
I couldn't cancel because the rate I chose was for a non-refundable room (plus, I really wanted to stay there that night anyway). The representative refused to apply the Orbucks to my account or give me any credit on my charge card. She told me I have until the end of the year to use my credits somewhere else. I will do that. Then I will cancel my Orbitz account AND my Orbitz credit card and will do business with someplace reputable that stands by what they post on their site.
ONTARIO -- I booked a Super 8 Motel in Toronto for my daughter's birthday based on the pool. It was a 2 1/2 hour drive. We arrived to find the pool closed. My daughter and her friend were devastated. The receipt at the hotel said Orbitz. That was the company that booked the room but I booked through ReSaver.com. When I booked a $94 room it magically changed to a $138 room without warning us about fees. When I tried to phone ReSaver the message said to phone the motel directly and hung up. The motel phoned Orbitz for me.
The first operator said ReSaver was their sister company but they are not responsible for their bookings. I said "Orbitz is on my receipt, how can you claim absolution and let these kids cry?" I asked for her manager. He just said he knew nothing about ReSaver. I again said "I booked through them but you made the reservation with the motel". He said he knew nothing about it, said sorry and hung up. Terrible company. Please don't use them.
MONTANTA -- American Inn in St. Joseph, MI, was by far the worst hotel I'd ever been in; dirty floors, water standing in the bathroom, dead bugs by the wall, no AC, stained and grey towels. My brother-in-law, Myron, booked three rooms for July 9 and 10, 2015, through Orbitz. When he told the person at the desk that the rooms were far less than satisfactory, the person lied, as he later found out, about the manager's name. When he tried to arrange for a refund through Orbitz, he got no help, just a run-around - repeated lies and lack of assistance. Bottom line - never do business through Orbitz.
I booked a hotel through Orbitz and when I called the hotel directly to request a room that would allow my dog I was informed that the room rate was lower than what Orbitz charged me. I was also informed that the current rate would be higher but even that rate was less than what I was charged by Orbitz.
I contacted customer service through their website and was told that they have a contract with hotels for lower rates and that they still have lower rates than if I were to contact hotels directly to make reservations. Obviously this is untrue since the current rate at the hotel is less than what Orbitz offered or charged. I expressed my disappointment and disapproval of the practice of Orbitz but basically got no type of resolution. I will NEVER use Orbitz again.
I made a reservation via Orbitz a while ago. I went to cancel it today - and it told me it was "non-refundable". Whatever, I thought it was just a reservation. Apparently, I forgot I had pre-paid the room and when I contact customer service - nobody could help. Too late - I already cancelled. So no money and no room.
I can't imagine that I'm the first person to forget they've pre-paid for a room. I've made other reservations over the years and have never had an issue changing reservations. This is the kind predatory treatment I expect from the airlines, not a customer service based on-line travel agency. So, I've learned my lessons. Double-check everybody carefully when making travel arrangements. Pay better attention when making changes because that's where I missed the non-refundable part. Don't use Orbitz since they wouldn't help except for the offer of a $20 voucher.