UPDATE: On April 3, Orbitz spokespeople responded to our request for comment with the following email:
“Due to an error by our hotel partner of loading the right price but wrong currency (ILS instead of USD) into a backend system that displays rates on our site, the wrong price appeared on Orbitz for David Dead Sea Resort. Our hotel partner honored rates for guests traveling that weekend as to not interrupt immediate travel plans but advised us to cancel reservations for any hotel stays further out as rates would not be honored. Orbitz has provided a full refund to the credit cards used by affected customers.”
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This was surely a typographical error or technical glitch rather than a deliberate April Fool on Orbitz's behalf, but a number of American tourists hoping to celebrate springtime at an Israeli vacation resort instead had an unhappy reminder that sometimes, the convenience of third-party booking websites is offset by the confusion that arises when hotels and booking sites suffer miscommunications.
Orbitz did not respond to our email seeking comment, but it appears that due to some misunderstanding regarding prices, a number of people who used Orbitz to buy spots at David's Dead Sea vacation resort had their vacations ruined by last-minute cancellations instead.
Bear in mind: nobody and nothing is perfect, and with a business the size of Orbitz, of all those millions of transactions it oversees, one or two of them are bound to screw up along the way. So if you look through our archives of complaints various readers had about Orbitz, you'll see that usually it's a steady trickle: every couple weeks or so, a lone Orbitz customer will write to complain of a billing error, lost reservation or other annoyance.
Torrent of complaints
Suddenly, on March 29, that “steady trickle” of complaints became a “torrent.” Rather than a complaint or two every week or so, we got 14 complaints from March 29 through April 1. All but one of those complaints were from people who said they had made (and paid for) an advance reservation through Orbitz, which was canceled at the last minute due to an unspecified “technical error.”
Of those 13 people who complained of these last-minute cancellations, six did not specify which hotel, spa or resort they'd intended to visit, but the other seven all mentioned David's Dead Sea Resort in Israel. They said they had made and paid for reservations via Orbitz, only to receive a last-minute technical-error cancellation.
JJ from Boca Raton wrote on March 31 about what he calls the “Dead Sea Hotel Blame Game:” after making, paying for and then losing the reservations, “I contacted hotel and hotel blames Orbitz. Orbitz blames hotel. While they play the blame game, consumer is left without the advertised product and ruined vacation plans.”
Hot potato
Micah from Culver City reported a similar game of hot potato when he wrote on April 1; Orbitz and the hotel each blame the other. “I made reservations for a Dead Sea Hotel through Orbitz. Orbitz wrote me an email canceling it and declaring that the hotel is unwilling to honor the reservation. Having spoken to hotel management, they told me they OF COURSE are willing to honor the reservation, but that Orbitz ITSELF is on the hook for the difference in pricing because Orbitz put a lower price.”
Nicole from Far Rockaway, New York, did not name a specific hotel when she wrote us on March 31 to complain of an Orbitz “technical error” resulting in a last-minute reservation cancellation, but did say: “They may have made a price mistake, but that is their responsibility. And now I need to change my plans and find a new hotel, not to mention that hotels are now even more expensive than they were at the time of booking.” Another Far Rockaway resident, Eli, had pretty much the same complaint, over a canceled reservation at David's Dead Sea.
Yitz in Brooklyn didn't name the hotel when he wrote us on March 31 to complain of his canceled reservation and share the email he got from Orbitz: "Due to a technical error, the rate quoted for your reservation was not correct and will not be honoured by the hotel. As a result, we have been instructed by the hotel to cancel your reservation, and provide a complete refund to the credit card used for this booking."
That's the exact same email Civia from Cedarhurst, Tavy from Paris, Brooklyn residents Rochel and Yehuda, and Leah from Nesher all received on March 30. Leah also noted, “Furthermore, I have YET to be refunded by Orbitz!!! Orbitz is blaming the hotel, the hotel is blaming Orbitz. This is just bad business,” a complaint which appeared several times using different words in the past three days.
Orbitz did not respond to our request for information regarding the reservation problems at the David's Dead Sea Resort, though it appears the customers whose reservations were canceled will, eventually get their money refunded — just not necessarily in time to salvage what's left of their vacation.
This was surely a typographical error or technical glitch rather than a deliberate April Fool on Orbitz's behalf, but: a number of American tourists hoping...