Otel.com
Reviews and Complaints

We booked two rooms through Otel.com. When we got to our hotel in Sheffield, the hotel had no rooms available for us and was fully booked (being a Saturday night!). We spoke to Tolga on live chat. After some back and forth assessing the situation, Tolga was looking for hotels. This search came back with nothing. Instead of waiting all night and having nowhere to sleep, we journeyed to Leeds. This took just over an hour, where luckily at short notice we found a place to stay. We were promised a refund, however, my partner has not yet received one. The reference for the booking is OB-[protected] / #3967560. We want our money back ASAP as it was so much stress and really poor service on the companies part. It was also over two weeks ago!

I booked a hotel for Sept 9-10 at The Inn at Laguna Beach using Trivago.
I needed to make a change within the change window BUT:
1) I never got information allowing me to log in to cancel
2) the only customer service number on their website is in Istanbul Turkey...Seriously.
3) I set up an international phone service at some expense, but when I called, no one ever picked up. AND, the website touts a 24/7 number.

these guys are crooks
Trivago aids and abetted them... so attribute whatever pejorative descriptors you want.

Crooks...

Yesterday night dated July 20, I was trying to book a night in Hilton Ras Al Khaima Resort & Spa, I usually use Hotel combined to find the best deal and unfortunately for me it is as otel.com, I proceeded with the booking and payment and when I recieved the confirmation mail, I was schoked that it was mentioning another hotel which is Hilton Ras Al Khaima Garden Inn, I called the call center for otel.com and I complained with a ticket reference number 4122275, the call center agent was not able to assist at all, I wrote the same on there facebook page, no reply, I called the call center again today morning dated 21 July 2017, I got a reply from a call center agent that can simply be described as a person with zero customer service attitude, he kept on answering me " your booking is for Hilton Ras Al Khamia .. what is the problem man ", he was not able to understand the problem and he have zero customer service attitude, till now my problem is not solved, money was already debited to my card and my reservation is for today and I tried to call there call center again many times but they are not even answering my calls which is totally strange for a call cneter related to a service company ..., I am attaching pictures showing the reservation process and clearly showing the hotel name which I booked .

I received a credit card transaction confirmation from the bank stating that we have spent USD 75.83 on 13/04/2017 at OTEL.COM.
When arriving at the Novotel hotel in Fujairah (UAE) there was no booking/reservation made threw Otel.com.
When I called the call center they said that NO transaction was made and NO hotel was booked and to send a complaint email threw your website.
Therefor please refund us the money.
***Transaction photo is attached.
Awaiting your promp action and reply.

I booked two different hotel reservations in August of 2016 that were both fully refundable as long as I cancelled more than a day or two before my stay (scheduled for July 2017). I cancelled both reservations on 2/14/2017. Today is 3/16/2017 and I still have not received my refund, even though the website says a refund should only take 7-14 working days. I have submitted two tickets without response. If I don't hear back soon I will work with my credit card company for a chargeback, but I would rather work with the otel.com company for my refund.

The confirmation/cancellation numbers of my reservations are DD3848 and 4D2823. I can provide more information if someone from the company contacts me directly.

You WILL GET SCAMMED: no reservation, no way to call customer service, no resolution -- con artists who need to be shut down! Reserved a room found on TripAdvisor through Otel.com. Hotel never received a reservation. Customer service number on the confirmation we received from Otel.com does not work. Did a live chat with Otel.com for over an HOUR, sitting in the hotel lobby. After 40 minutes, they told me the Wyndham reservations department wouldn't help them, so they were calling the hotel directly. As I stood at the reception desk waiting for Otel.com to call them (small hotel with only one person to call), they told me they were on the line with the hotel -- a blatant lie. After 15 minutes of continuing to tell me they were talking to the hotel, I told them I wanted a refund of the hotel cost -- they had already taken the money out of my account. They said the hotel wouldn't help them, so they would open a query to see if I could get a refund and Otel.com would contact me. Still waiting for contact and refund. I've filed complaints with several government and business entities and am warning everyone that they will get scammed by Otel.com.

I am not very happy with this website company.
I recently booked a hotel at the Dead Sea, but the hotel noted in the confirmation email was completely different to the one I selected, and paid for.

We realised this problem existed, contacted OTEL.com, and they replied that nothing could be done.
I replied that this wasn't good enough as an error on their system had allocated me the wrong hotel. They told me to lodge a complaint, which I did, but they never responded. As a result, I lost $300.

As the hotel they allocated was of a particularly low quality, we didn't stay there, but got charged anyway.

I would like to know if anyone else has had similar problems with this website?

I booked a hotel using Otel.com. At first glance, everything seamed to be fine. The charged my Debit Card and emailed a booking confirmation as well as my reservation voucher.
The problems started when I arrived at the hotel. They new nothing about my booking with otel.com.
I immediately contacted otel.com about this issue using their live chat. They apologized for the inconvenience and said the would investigate the issue. Unfortunately they also told me that they cannot do more than that at the moment. So I was left on my own. The only thing I could do, was to book another room, this time directly with the hotel. So I had to pay a second time and got a worse room then the one I originally booked.
This was 25 days ago. Since then I try to contact otel.com every single day in order to get a refund.
They ignore nearly all my e-mails. When I file a request on there website it takes them at least one week to answer. They don't have a telephone number so I cannot call them. The only we I got in contact with them, was by using their "Live Chat" which most of the time is not working.
If I manage to get through to them, they always apologize, but that's about it. Apart from apologies they first tried to blame someone else for the problem. But most of the time I simple get to here that they have to check with their "supplier" and that they will come back to me as soon as they get a response.
Guess what, they never contacted me back. If I again manage to contact them everything starts from the begin. They tell me that they made no progress and that they only can ask their "supplier" again.

So the facts are:
1. Otel.com had no problem with taking my money immediately.
2. Otel.com did not provide any service whatsoever in return for my money.
3. Otel.com admitted that their "supplier" made a mistake with my booking.
4. Otel.com still refuses to refund me.

Under this circumstances I have to come to the conclusion that otel.com is a well organized scamming operation. I would recommend everyone to stay away from them.

I booked a hotel on otel.com in the Madison Wisconsin, area and had a list of Madison Wisconsin location I booked a hotel and when I got to the hotel my reservation was in Madison Huntsville Alabama. After contacting otel.com they did nothing but laugh at me because they had my money already therefore they didn't care about me and my situation. I will never use this website again

Earlier this year, we booked flights for 3 people with otel.com. Unfortunately, before flying, a cancer diagnosis has been made, and two of the travellers are unable to fly. On cancellation, the flight is charging £25 per person, and otel.com are charging £50 per person on top. How can this charge be justified and surely this is morally wrong.

I made a reservation through Otel.com, and was immediately charged 6 times for the room and had another $99.00 charge for "AMZN.COM" prime membership simultaneously. This company attempted to steal money from me, but my bank luckily spotted the fraud.

I used this site after searching for reviews to make sure that I wasn't going to be ripped off. There were both positive and negative reviews, but I was chasing the best deal.

DO NOT USE OTEL.COM.

I booked (and paid) for a hotel in Maldives for August 2016.

Otel.com cancelled the booking 3 days later.

This is their response after loding a complaint:

"We regret to inform you that, due to hotel entering incorrect rates to their supplier system (10 times cheaper than original) they are unable to honour this bookings since the number of bookings they received exceeded their availability significantly.

As your credit card has already been charged for the reservation, you will receive a refund of xxxx AUD. Please allow time for the refund to reflect on your credit card statement.

We are sorry that we have not been able to arrange your accommodation on this occasion, but hope that we can assist you in the near future."

The company couldn't even offer any compensation / deal for their mess up.

I would NOT recommend this company to anyone - totally unreliable.

They didn't even have the courtesy to email/ phone me to advise of this. I saw this when I logged into my account.

I tried to contact the company via Live Chat on a couple of occassions. My messages were delivered and read too but the customer service person chose not to reply to any of my messages. Appalling customer service!

STAY AWAY FROM THIS COMPANY!

Dear sirs,

I must say i have never been more disappointed in a travel website. This is the first and defiantly the last time i use otel.com. Due to my business, i travel on a weekly basis using hotels combined and i make the booking for all the lebanese business syndicate, embassy, and members of the business men association in egypt. Hotels combined checks the rates in different websites and then offers the best price. Usually it diverts me to booking.com however this time i was unfortunate that it diverted me to otels.com and i would like to explain why i see this as unfortunate.

A mistake was done from my assistant. . Instead of booking from 23 to 28 of september he made this following booking:

Dear mr mohamed hodroj thank you for choosing otel.com
The details of your reservation confirmation are as follows:
Tracking number : ov - [protected]

Hotel booking details:
Reservation status : confirmed
Destination : bodrum
Hotel : the marmara bodrum
Check - in date : sep 18, 2015
Check - out date : sep 21, 2015
Room type : double land view
Meal plan : bed and breakfast
Total price : 708. 99 usd

This isn’t the first time something like this happens with travel websites. . Its a mistake the could occur with anyone. So to fix it i sent an inquiry. (It took me two days to send the inquiry due to technical problems in the support page. I was then advised by a helpful member of your team on live chat to change the browser. I did that and my message went through explaining my issue and mainly asking otel.com to kindly accept changing my reservation. In the email sent i also said i canceled the old reservation and made a new one however i didn’t receive a cancelation email and a new reservation. That was what my assistant explained obviously to cover up his mistake.

This is the first email i sent

Dear sirs,

I made a reservation previously as shown below

Dear mr mohamed hodroj thank you for choosing otel.com
The details of your reservation confirmation are as follows:
Tracking number : ov - [protected]

Hotel booking details:
Reservation status : confirmed
Destination : bodrum
Hotel : the marmara bodrum
Check - in date : sep 18, 2015
Check - out date : sep 21, 2015
Room type : double land view
Meal plan : bed and breakfast
Total price : 708. 99 usd
/ ** /

Grand total price : 708. 99 usd
Taxes and service fees included in room rate. The total amount for this reservation has been authenticated and charged. Charges will appear on your credit card bill under the name otel.com istanbul. Please click here to view and print the voucher (Http: / / www.Otel.com / voucher. Php?Processid=ov - [protected]) you may also view and print the voucher by logging on to my account section on the www.Otel.com website.

I changed the reservation date to thursday 24 to monday 28 requesting a chaneg of date and that the number of persons in the room will be 3. I am afraid the only reservation i saw on my email yesterday was the one shown above and i am traveling in a few days. I looked through my email for another reservation and saw nothing. . Please let me know what happened. . I am afraid my second booking didn't go through and i got charged for the first one. I need to make this amendment please. This is very urgent as i am traveling in a few days. I don't mind a change in the price at all. . I just need to make sure my past reservation is canceled and i have a new one for the dates i indicated above thursday 24 to monday 28. . I hope you will be able to assist me.

Please note that i called your hotline today and they couldn't help at all. I also tried sending a ticket or inquiry several times however there seemed to be a problem with the browser. Your online support chat was very helpful and she sent me a link and advised me to change the browser. . I need your urgent help please. . Waiting for your reply. .

This is the reply i received

Dear mohamed hodroj,

Thank you for your message.

The booking which you have made was non - refundable which can not be amended or cancelled.

Kindly check the cancellation policy of your voucher which you have agreed.

Also your booking date has already passed, we did not recieve any cancellation or amendment request from your side till now.

This reservation is non refundable and can not be amended or cancelled. No refund will be made upon cancellation if you did not go to hotel.

In case you need any further assistance please contact us.

Kindest regards

Oguzhan tinaz (Mr)

I called the hotel several times they explained that they need my travel agent otel.com to call them or send them an email. Please note that yesterday i called more than 15 times to get a reply from mr. Oguzhan and i hope this could be shown in the records. He insisted that there is no way otel.com can or will call the otel. I tried to persuade him several times to just send an email but he refused very stubbornly i must say. I had no other option but to call the hotel. I explained to them that otel.com simply cannot send an email or call you which obviously sounded strange to them however having great customer support they said we can send an email to you. I called mr. Oguzhan again to get the email he would like the hotel to send to. He was not available as usual. After getting angry mr. Ali from your team gave me his email and asked me to just forward the email that i receive from the hotel to him which i did.

This was the email from the hotel

Dear mr. Mohammed hodroj,

As per your conversation with our hotel manager mr nedim, we confirm your reservation modification that you requested. Being a loyal customer to our hotel, we don’t have a problem to cancel the (No show charge) and make a new booking for you from wednesday september 23 to monday september 28 if your agency sent us the new form with the new reservation. We are waiting for modification form. If your agency send us modification we will not charge no - show and we will make the new reservation for you.

Previous reservation details
Tracking number : ov - [protected]

Lead name : mr mohamed hodroj
Destination : bodrum, turkey
Hotel : the marmara bodrum
Check - in date : sep 18, 2015
Check - out date : sep 21, 2015
Room type : double land view
Meal plan : bed and breakfast
Total price : 708. 99 usd
708. 99 usd (You have already paid for this booking. Thank you !)

Best regards,

Canan benlİ

Satış müdürü

Sales manager

The marmara bodrum

D : [protected]

T : [protected]

F : [protected]

Www.Themarmarahotels.com

[protected]@themarmarahotels.com

Then i receive this email from mr. Oguzhan

Dear mohamed hodroj.

I have explained you personally why we are not able to amend the booking.

Could you please send another e - mail to hotel to waive the charges. We can only try to waive the charges not amend.

Kindest regards

Oguzhan tinaz (Mr)

Customer experience team

So i called the hotel again and they sent this email

Dear mr. Oguzhan tinaz,
Mr. Mohamed called us again regarding his booking problem. Please waive the charges as soon as possible so he can make another booking. Awaiting your prompt reply.

Best regards,

Canan benlİ

Satış müdürü

Sales manager

The marmara bodrum

D : [protected]

T : [protected]

F : [protected]

Www.Themarmarahotels.com

[protected]@themarmarahotels.com

Then i called the hotline again to receive an answer if the problem is solved and again …. Hes not available
So i send this email

Dear sir,
I honestly don't know what the miscommunication is about it seems like i don't understand english which is a first for me. The hotel made it clear that your company is the one who waives the charges not them. Is there a specific text you want them to send?. Please explain in a more detailed way what you want because it seems like i am not understanding you and i am personally tired of calling. Waiting for your fast reply

Best regards,

Mohamed hodroj
Managing director

And again i received no answer !

Today i have called your hotline more than 5 times and stayed on hold for more than 15 minutes. . No answer. Honestly i give up. But i would just like to leave with some advice. Customer service is about making the customer feel at ease. You are suppose to “help them” not stress them out… “make there life easier” not make them go around in circles. . I hope this email reaches top management

I made an on-line booking for a hotel stay near Auckland Airport. The reservation was on behalf of a family member, so I gave their e-mail address. I rec'd a confirmation, but - for some unknown reason - the booking was cancelled by Otel. I did not learn this for 24 hours, and by then, the room was gone. I contacted customer service, and got no reply. As a result, I had to make a replacement reservation at a higher cost. After the stay, I contacted Otel customer service again to an explanation of the lost reservation and ask for a partial refund. The contact ctr. in Istanbul could not find the reservation so I had to show them where to find this information. Incredibly, they refused to provide any refund, even after accepting the proof they were at fault. My conclusion? Otel reservations cannot be relied upon and their customer service is awful.

I am writing regarding the reservation OS- [protected] (query) SNM-[protected] at www.otel.com . I decided to book on line the Fairmont Hotel Rey Juan Carlos I, 5 stars in Barcelona Spain, check in the 23rd of May and check out the 27th of May 2015. The www.otel.com web site would not allow me to finish the booking process on at least 3 different occasions. Finally, I decided to call and I was attended to by Mr. D. Cimara. I explained the situation with the booking and he decided to book it for me on the phone. I made it clear that I wanted to book the room with Bed and Breakfast included. When I received the confirmation of the booking I realised that he had not included Breakfast for the 4 nights. I believe he did not select the correct option with Room bed and breakfast and he advised me to send a query. I have done this and a formal complaint to www.otel.com on Wednesday 25/Feb/2015, the same day that Mr. Cimare did the wrong booking.
He told me that someone from the company will contact me in 24 h. However, the person who answered the complaint was Mr Cimara! At the end of this email I have attached the email that he replied to me and he has not accepted that it was his mistake in the booking.
I hope you can help resolve this matter as soon as possible. I am sending to you the link that I sent to Mr Cimara before he made the reservation showing that I had requested a double room with breakfast included for £372.00. I have to say that he was really helpful, however, he is not rectifying the problem.

This is the link to the website about 15.45 hs, UK time.
http://www.otel.com/hotels/fairmont_rey_juan_carlos_i_hotel_barcelona.htm?processid=X3-47669019ES123P0¤tPage=1&roomProcessId=OA-[protected]

:::::::::::::::::::::::::::::::::: Mr. Cimara E mail.

Booking Tracking Number: OS-[protected]

Dear Mr Sotelo,

Thank you for choosing to book through otel.com.

We would like to inform you about this case sorry because we tried to cancel or gave you the service with breakfast. Hotel does not accepted the cancellation because it is non refundable. We have contacted the hotel and our local hotel provider and explain the situation to them. Unfortunately, while understanding your request, they are unable to amend your reservation with breakfast as the booking is non-refundable and non-amendable. We insisted to change the breakfast as per your your request, however they were not able to do that for this time.

We are completely sorry for the inconveniences that may have been caused beyond our control. Our team is always willing to assist you for your future bookings.

If you need further assistance, please do not hesitate to contact us.

Thank you

Best regards

Dimitri CIMARA

Otel.com customer care specialist

Made a booking with otel.com with my credit card on behalf on mr ahmad barakat. The booking was with jolie ville hotel luxor egypt. The dates 17/3 - 27/3 this was confirmed on the 8.2.2015 at this persons email address [protected]@yahoo.com the reference number for this booking from otel.com was om [protected] unfortunately, mr barakats mother has to have critical heart surgery and he cannot attend. Therefore, i have been trying to contact otel.com to arrange a refund to my credit card of $796.93. My name linda c clements email [protected]@yahoo.com. I cannot contact them at all. Going through otel.com. Or oguz [protected]@metglobal.com. Been trying for days and the emails are returned to me.As non deliverable i fear that this will go on til the date is overdue and no refund will be possible.

On 26 October 14 informed by Hotel 20:00hr.via email, the day before travelling to destination that our accommodation was over-booked. Therefore we cannot go on our holiday to Uluru. Emailed to Otel.com and was told that they can only refund the fully paid accommodation. My airfares from Goldcoast to Uluru was $513.00 plus parking $85.50 plus loss of earning was declined.
This is a life time dream holiday and it was ruined by their incompetence. They knew about the agent that booked the hotel, which was bankrupt and they knew about on the 13th October14 but failed to informed us until the last minute. Even on 26th October 14 at noon we received an email that everything was fine and asked us to print the voucher for the journey.
The stress and strain that was put on my wife and I were enormous and we nearly had a nervous breakdown but luckily for the support of our families and friends there that we were able to cope. We don't understand how they can deny responsibility and get away with murder. We hope that you can do something for us, we are really desperate at this stage.
Yours faithfully Peter and Nelia.
PS we have email to the company if you need them. I can send it to your email address.

OTEL RIP OFF

I was booked for the wrong dates. When Otel was contacted they said they couldnt do anything because of the Hotel policies. I got in touch of the hotel manager, who was very helpful especially for someone so busy, and she agreed to give me the right date at no cost. Otel still refused to allow it, even though it wouldnt cost them a dime.
Horrible customer service - actually closer to reality- No Customer Service At All!

I hade made a booking with otel.com on the 22nd may 2014.When i calll the hotel today on the 5th of september 2014 they said that your booking is not confirmed and we have some issue with otel.com which is none of my concern cause i have already paid the full amount.This is a very serious and a legal issue so kindly get it sorted with the respected hotel as soon as possible
Tracking number - 00-[protected]
Rishil +[protected]
Emaild id - [protected]@gmail.com

otel.com took booking and then when client went to hotel to check in the booking was not honoured...reason was otel.com did not pay the hotel in question. To me this is fraudulent as there was no arrangement in place with the hotel.
Despite many communications otel.com have refused to refund the monies that they stole from me.
Surely there must be a way to stop these scammers from stealing from unsuspecting clients...otel.com are notorious for this type of fraud. If anyone might know of some method to bring this more prominence then please let me know as I have lots of time on my hands...[protected]@rocketmail.com
Regards Pete