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Travelocity - Hotels

brandon of rochester, NY February 14, 2010

I booked a Hotel room for February 14, and 15 of 2010, on the date of January 12, 2010, but one of your agents booked it on the wrong date which was the 14, and 15 of January. I should have look at the paper i download of my e-mail, but i thought i was ok until i looked today which is February 13,2010. I am so upset and would like to hear from u to see if i could get a changed date or a refund, because that was 151.62 i am out of for a mistake on your agent. I was looking forward to having a room on Valentine Day, thats why i tried to book it a Month early because i know all the jacuzzi room be booked, so i tried to book it early so can you help me out.

Jaime of Shreveport, LA December 21, 2009

On Friday, Dec.18, 2009, My husband and I attempted to book a vacation to secrets resort in tulum Mexico for Dec.23-28 with airfare included. The price was approx 3400. We proceeded to check out and entered our debit card information. We got a warning saying there was a problem with the card so we entered the information again. The same error occurred and this time we noticed a link that mentioned something along the lines of contacting our bank to raise our daily spending limit to complete the purchase. When we called the bank we discovered that Travelocity had already partially billed us for 2584.10. There was also another notation that showed up for 1.00 where they attempted to bill us again but because the daily limit was exceeded the bank was able to deny it.

The bank told us that if we called Travelocity they could either void it or fax them an authorization to release the funds. My husband then called Travelocity. After a 45 min. wait he got to talk to an actual person...in India. Since Travelocity's site froze up during the transaction process, we had no confirmation number and because we didn't have that, they couldn't void the transaction and get our money back to us. SO then we requested them to fax a release authorization to our bank, the woman acted as if she didnt know what that was but followed the instructions we gave her and said the fax was to be sent in the next 15 min. I then called my bank but the dept. that handles that sort of thing was already closed and that if they sent it it woould show on my acct. today 12/21.

I checked this morning and it wasnt there. My husbdan tried to call travelocity but after a 45 min wait couldn't get a person to pick up the phone. SO then we called our bank to have them dispute the charge. We then moved more money from our savings to book our vacation directly through the Secrets website. They had flights yesterday but because we had to wait the flights sold out, for us to fly at another time would be much more expensive- more than our budget allows.

Herbert of Douglasville, GA December 20, 2009

I thought I had made reservations direct with hotel and someway made reservations through Travelocity via Agateway.com to WCT. I called the hotel to check and the type room. I had been sold a room that wasn't available then after holding for 1 hour and 10 min. I was cut off. So I called again. Finally was told I had the room. But it was still wrong, if you can have a bad day I did.

Robyn of Palmer, AK December 1, 2009

Booked this so called hotel through Expedia. I had booked a non smoking room and when I got to the room it turns out that it has a real nasty smell of staleness of past smokers .There is no handle on the bathroom door and it appears that one no longer requires toilet paper as there was none available within. I got the furthest away building and have a 1/4 mile "pull" with my baggage to the shuttle bus. I did complain to Expedia and AARP which is a pure waste of time. Once these organizations collect your money they are indifferent to anyone's plight. My advice would be to steer well clear of this establishment as there are many other hotels in the area.

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.

JORY of SPOKANE VALLEY, WA August 18, 2009

Don't ever book through Travelocity. I booked a room thru Travelocity for a one night stay 8/15/2009-8/16/2009 at GuestHouse Inns & Suites in Renton WA., so we could celebrate her birthday in Seattle and go to a Mariners game the next day. About 7:00am I heard water leaking into the bathtub in the bathroom. When I looked I saw water running down the walls of the bathroom from the ceiling. I rushed back into the bedroom, woke my wife and got her out of room. I immediately called the front desk.

A guest had fallen asleep in the bathtub in the room above ours. The water flooded our bedroom and bathroom and the wall between our bathroom and bedroom started to fall apart, (We have Pictures). The front desk said the Hotel was booked, so after I got everything out of the room and back into our car I called Travelocity Customer Service about the room expecting them to honor their Travelocity Guarantee. It states: If you arrive at your hotel to find an amenity not as describe on our website, contact us immediately and we'll find a comparable hotel for you at no additional cost.

The GuestHouse front desk gave us a letter stating they were not charging Travelocity for the room. Travelocity Customer Service said they would not find us another hotel because we had already used that room and they were not going to refund our money. My wife and I had to resort to washing up in another Hotel's common restroom like homeless people. It was humiliating.

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.

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