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Travelocity - Hotels

Steven of Closter, NJ November 21, 2009

We booked a hotel in Santiago, Chile. We arrived, and discovered our hotel was 100 miles outside of Santiago. We spent an hour on the phone with Travelocity (expensive call!), and were transferred to four different Travelocity agents. They encountered "technical difficulties" and could neither cancel our reservation nor book us in a hotel in Santiago, Chile. We had to make our own reservations at the last minute (no big deal). However, the inability of the Travelocity agents to correct this problem was appalling.

Elizabeth of Carpinteria, CA November 17, 2009

I tried to cancel my hotel reservations well before the 24 hour period which would be a reasonable period of time because I couldnt make the trip. Travelocity had already charged my credit card and told me there was nothing they could do about it. I was angry so and asked for a supervisor. Of coarse they went through this skit of putting me on hold too long and "contacting the hotel" etc before they told me that they really couldnt do anything about it. Really? What a [lie]. They said I would incur a penalty and the penalty would be the amount I paid for the hotel. That is the most condescending thing I have every heard.

I was robbed. That is a crime. They are crooks who reach into your pockets and once they do, you have no voice. My credit card was charged without me checking into the hotel. How is that possible? I can understand a cancellation fee, but to rip me off like that is a disgrace.

Courtney of San Jose, CA August 24, 2009

I have to say that over the years I have spent thousands of dollars with Travelocity. The experience I just had with your "customer care" representative was enough for me to NEVER return to Travelocity and take every opportunity I can to make sure everyone I know does the same.

I just canceled a vacation package with "Samuel". This was the original itinerary I booked online, and rebooked the same trip with a different hotel within 24 hours of booking the original itinerary. Before I rebooked online, I called the sales agent to ask the procedures and was told that as long as I rebooked another vacation within 24 hours, my original itinerary would be canceled as requested. So I rebooked an identical itinerary for the flights and changed the hotel (since the couple I was booking it for changed their mind about what hotel they wanted to spend their honeymoon.)

When I got my cc statement, I noticed I had been charged for both vacations, so I contacted the customer care center to figure out what happened. Turns out that although I called to ask about the cancellation and was told the procedure, the fact that I rebooked online and did not call after the fact or call to rebook through an agent, Travelocity's system was unable to recognize that they were the same itineraries for the same people on the same flights on the same day just with a different hotel, and although I followed the rules I was still going to be penalized 1600 because I didn't call.

"You should have called," the agent kept telling me. The agent was rude and didn't understand nor have any understanding for my situation, and the fact that I had two confirmation emails within 24 hours of each other which followed the policy as I was told when I called prior to booking the 2nd itinerary and that "I should have called." "There's nothing I can do, it is very clear that the agent told you to call." Really??!! Do you think that if it was clear I would have just not called deliberately because I LIKE being penalized 1600 for a vacation? This went on for 25 minutes, including being asked over 5 times "so do you want to cancel this vacation?" Seriously??? Like I called to just chat?

Travelocity, I am disappointed in you for so many reasons. You were my default travel booking site before today. Your cute little gnome commercials and "Best Price" guarantee kept me coming back. But the reality I felt today underscored how you really run your company outsourcing your customer care to India and turning over your best customers to a stranger thousands of miles away with literal interpretations and detachment to your brand here in the states. For requesting three emails of the same screen shots we submitted because they "aren't attaching." I realize these are hard times for everyone. But the strategy you're taking to cut corners and save a few bucks won't work in the long run and I have a "Best Brand Guarantee" that your loyal customers will drop you like a hot potato when a better experience comes along.

For an online travel booking site, the fact that even though I followed what I truly thought were the rules and rebooked online instead of calling to make my change was never clearly outlined in your policies. Although it does say to call an agent which I did I did not see anywhere it stating that I must rebook with an agent over the phone or be penalized.

Bad form, Travelocity. And good bye, forever.

Kelly of Brookside Village, TX August 14, 2009

I booked two rooms for 5 nights at a hotel for 115 a night for 3 months in the future. A week later, I discovered that I could not get the flights I needed and would need to only stay 3 nights. Travelocity's agent said that was fine and they would credit my credit card three hundred something dollars, sounded about right and they said my confirmation would be emailed shortly.

When I received it, I was SHOCKED to discover that the rate went from 115 a night to 159 a night and no one told me. I did ask about penalties and they said that there were no penalties associated...I would say that's a penalty. When I called back again after adding up the receipt I was told because I made the original request over a week ago, the price guarantee didn't count, even if there was a new price involved. I said I am looking at cheaper rates online now for the hotel.

They asked if I wanted to cancel my reservation. I asked again what the penalties for that would be. The response: You would lose your entire amount! Also, they told me I could sumbit a complaint AFTER my trip. Its been another week, and they have not even credited my credit card yet.

Julie of Annandale, VA August 6, 2009

On a trip to Colorado recently, one of the hotels we stayed at charged us 117.81. We were billed in advance by Travelocity for 153.97. I called Travelocity and spoke with a Jonathan in BOMBAY who said he couldn't help me, but was told he would transfer me to his supervisor Aaron Carter. I was disconnected, but Jonathan did call me back. Aaron could not help me so I was transferred to the manager named Rene. She went on and on about thats the way Travelocity makes money and I could hardly get a word in. I had to stop her once and ask her if she minded if I spoke as she had had her turn.... I was offered a "credit" of 50 for a pre-paid hotel providing I stayed two nights. Which basically is worth nothing. All I wanted was the difference of 36.16 refunded to me. Both Jonathan and Aaron were professional, but Rene was rude. I was kept on hold for "three to five" minutes at least eight times. I was on the phone for an hour and the onlu consolation was that it must have cost at least 36 to keep me on hold from BOMBAY. I have used your company many many times, but I may start dealing directly with hotels in future.

connie of helena, AL August 4, 2009

we booked a room through travelocity for 83.35. when we checked out our paperwork showed that travelocity was only charged 63.40 for the room. they refused to void the 83.35 to our credit card and ad the 63.40 charge !

Jasmine of Cave Junction, OR July 28, 2009

I reserved a room at the Holiday Inn Express Vancouver, WA through Travelocity. The confirmation from Travelocity said that we would be charged 108.00-USD for 1 night stay. At the check out, the hotel provided us with the bill, which stated that our stay cost us 93.96-USD - 15.00 dollars less than the Travelocity quote.

I thought we would be refunded the difference and we were not. To correct the problem , I called the customer service. The representative kept me on the line for more than 10 minutes only to tell me that they couldn't refund my 15 dollars, but they could give me a future credit for 25 dollars if I reserved a room through them for more than 3 nights (they are smart aren't they?).

I told them I am not stupid to book through Travelocity's overpriced website again now that I know I can book directly from the hotel's website, so why would I need a future credit? I asked them to simply refund me the 15 dollar difference, but the representative said she couldn't do that.

How can they charge me a higher fee when the hotel itself charges less? I have the receipt in my hand and I feel very angry over this. Travelocity website claims that they provide you with the lowest rates and they promise to correct any mistakes, adjust the differences ect, but when it comes to action, they do nothing!

Amanda of san luis obispo, CA July 10, 2009

We were contracted with Travelocity to be on what they call a VCARD payment method which means for each reservation they would give us a unique credit card to charge. Roughly around summer 08 that changed without any notification. The card they were giving us just started declining. Because we were unaware of this we ended up charging a number of guests that had already paid Travelocity. I called after receiving these complaints from our guests. I was told by hotel help that if a certain card was given it meant we were supposed to send an invoice to get payment. I faxed these invoices in and never received payment.

In January I emailed our marketing manager about getting payment. I have since been going back and forth trying to get payment. I have a string of emails in which I ask when we are going to get payment and received either no response or the response we are working on it. Finally I threatened to cancel any and all future business with them. This time I was told that we should be getting payment soon by our marketing contact. I contacted billing to confirm this (via email) and was told they had no idea what I'm talking about and was asked to resend the invoices to them and asking for our tax information. I was told on 6.29 that we should get payment in 7-8 weeks! I responded that this wasn't at all ideal and considering the history I think 3-4 weeks is not unreasonable to ask. Not surprisingly that request was ignored until I sent another very pointed email asking why no one had responded.

Also, we have a number of new invoices and I was told to stop submitting those. when I asked how I was to get payment for those I was told to contact customer care. I did that and was told I had to contact my marketing manager to get those paid. I emailed my marketing manager and once again have not heard back.

Veysel of Fayetteville, NC June 13, 2009

We booked a hotel reservation in Amman Jordan on Travelocity, and was guaranteed everything was in order. Got there, and the front desk manager said that Travelocity had not paid, and that we would have to give a credit card number or we would not be staying there that night. I called up Travelocity two times when I got back home, and both times they said that they were not able to contact the hotel and that I should try back later. I emailed them my problems and they first replied back about a completely different problem, and then finally another week later they said that I would have contact the hotel myself and straighten it out. I've been calling the hotel every other day and keep being told that they solved the problem, but no money has ever been returned.

Rosalind of W. Melbourne, FL June 11, 2009

I booked a hotel reservation with Travelocity. I paid a sum of 251 from June 7th- 10th. I was appalled that the hotel's rate was 55.99 a night (cheaper than booking with Travelocity) for a total of 167 which would have saved me 84. When I returned to my home state, I called Travelocity to complain about the higher rate I was given. I felt I was scammed because I was not given the cheaper rate. Although I was given a manager to speak to, I was told nothing could be done. I decided to do something on my own. I will never book with Travelocity again. The service horrible. During the reservation process, I was put on hold numerous times and waited approximately 2 to 5 minutes each time. I would like to warn everyone: CHECK WITH THE THE LOCAL HOTEL YOU WILL BE STAYING BEFORE BOOKING WITH ANY ONLINE SITE. "YOU MAY SAVE MORE MONEY BOOKING DIRECTYLY WITH THE HOTEL". This is an exact quote from the hotel.

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