Otel.com’s earns a 1.7-star rating from 82 reviews, showing that the majority of travelers are dissatisfied with accommodations.
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Don't use this site!!!
We tried to make bookings online via otel.com on Sunday night - on hitting "proceed with payment" we entered our payment details which it processed then said to "Wait for the Confirmation Page" & then took us back to the Home Page. After 2 attempts at booking we contacted the Customer Care Centre only to be told their system was upgrading & to try again in an hour. We waited the hour & repeated the process again - to no avail! We called again to be told this time to wait till the following morning to see if a
Confirmation came through. It didn't. We've emailed a complaint along with a screen shot of the booking/price confirmation that we purchased - waited all day, heard nothing back so made another phone call last night only to be told that they never received our booking, that its an online service so prices update every 10minutes - so pretty much bad luck that the prices are now triple to what we "booked" and try again! We have booked flights based on this hotel booking and now can no longer afford to stay in that area! DON'T USE THIS SITE! No commitment to customer satisfaction, no guarantee of pricing and no willingness to acknowledge the proof of purchase we provided!
Bad customer service
None of otel.com customer service contact number is answering. i have made and paid in full for a reservation but the hotel is telling no reservation under my name was made by otel.com. I called otel.com no reply, send a complain no reply. They have taken my money and this i started to believe is the biggest fraud online possible. My reservation is OQ-[protected], I will appreciate to have a reply ASAP if we are all wrong about this company, considering the number of bad reviews i have seen, i would not have made this booking
The complaint has been investigated and resolved to the customer’s satisfaction.
I have booked a room at 12th of March via otel.com in which i had to cancel. According to the rules written on the faq page, otel.com paid my money back on 2nd of April. I took all the money back and had no problem. The only problem is that i gave it back a bit late. But happy to have the refund
Dear Ketie Fifi,
Thank you for your message.
First of all, please accept our apologies for the inconvenience caused. I have checked our system and conversation between our agents and you saw that your reservation has been confirmed three times by the hotel. You can always call our customer support number for any questions +[protected]
Best Regards,
Oguz Hasanusta
Poor customer service - no interested in dealing with complains
I booked a hotel for 2 nights in Inverness with Otel.com. The hotel had a problem with the hot water and we could not shower. I asked for a reduction in our bill but was told by reception to go back to Otel.com since we booked with them. Otel.com said they would go back to the hotel but nothing has been done. I have emailed them almost every day for a week but they refuse to answer my emails. Shocking customer service, especially considering how much we paid for the room (over £100 per night). Truly dreadful - would not recommend this website to anyone.
The complaint has been investigated and resolved to the customer’s satisfaction.
Dear enowosad,
The purpose of this message is to convey to you our sincere apologies for any inconvenience you may have experienced during this situation.
Knowing that you are not completely satisfied with our service is a great disappointment for all of us while we understand that your comments and dissatisfaction can be a powerful source of information to help us improve our services and avoid that situations happen again.
To ensure your satisfaction, we kindly request you to provide us your booking ID to double check this case.
We want you to know that we are committed to you, our valued customers, and are taking immediate corrective steps to regain your confidence in us if you only give us a new opportunity.
Again, please accept our most sincere apologies for any inconvenience you feel we may have caused you.
You can always contact us via +[protected] or oguz.hasanusta@metglobal.com to check for further details.
Best Regards,
Oguz Hasanusta
Social Media & Complaint Management Specialist
otel.com
Stolen money
In June 2013 I booked and paid a hotel at otel.com. Soon I cancelled my booking on otel.com and I received all confirmations of the cancellation and assurement that the money will be paid back. But otel.com refused to give the money back saying that the booking was not refundable. The confirmation of the cancellation and all evidents are still visible on the otel.com web. I warmly do not recommend to use otel.com as they are not "reacheable" in case of problems. They are registered in Turkey, out of EU, so no any chance to exact the claim!
Dear iopo,
The purpose of this message is to convey to you our sincere apologies for any inconvenience you may have experienced during this situation.
Knowing that you are not completely satisfied with our service is a great disappointment for all of us while we understand that your comments and dissatisfaction can be a powerful source of information to help us improve our services and avoid that situations happen again.
To ensure your satisfaction, we kindly request you to provide us your booking ID to double check this case.
We want you to know that we are committed to you, our valued customers, and are taking immediate corrective steps to regain your confidence in us if you only give us a new opportunity.
Again, please accept our most sincere apologies for any inconvenience you feel we may have caused you.
You can always contact us via +[protected] or oguz.hasanusta@metglobal.com to check for further details.
Best Regards,
Oguz Hasanusta
Social Media & Complaint Management Specialist
otel.com
Cheating
I have been cheated by otel.Global by over 800 €.
In december 2012 i made a reservation in hotel fortaleza do guincho through otel.com (Metglobal) for the period june 14 – 24, 2013, six months in advance that was fully charged in my credit card and confirmed on dec. 17
I checked in the hotel june 14, but, unfortunately, we had to check out june 17 due to illness. Since then, i have been complaining both to the hotel and otel.Global to obtain the refund with poor results. They refuse to accept their cancellation policy that reads in spanish: point 5:
If chechking out before the programmed date, your credit card will be credited for all the unused nigths but one, that will be charged for late cancellation in accordance with the hotel policy.
Hotel management has dared to offer me two “complimentary” days on offseason dates to close the issue. Shameful !.
In the end:
- the customer is penalized for not aplying the cancellation policy offered.
- the hotel has the benefit of being paid twice for the room 107 as hotel management confirmed that they were fully booked those days ( m. Franco, dir. Sales & marketing on july 12) and i’m sure the room was rerented.
- otel.Global has the benefit of receiving a comisión for days that have not been used.
Dear amartindelbarrio,
The purpose of this message is to convey to you our sincere apologies for any inconvenience you may have experienced during this situation.
I would like to kindly inform you that each booking has it's own cancellation policy and we always give importance to inform our clients properly about the cancellation policy at the time of booking and on their voucher as well.
To ensure your satisfaction, we kindly request you to provide us your booking ID to double check this case.
Knowing that you are not completely satisfied with our service is a great disappointment for all of us while we understand that your comments and dissatisfaction can be a powerful source of information to help us improve our services.
We want you to know that we are committed to you, our valued customers, and are taking immediate corrective steps to regain your confidence in us if you only give us a new opportunity.
Again, please accept our most sincere apologies for any inconvenience you feel we may have caused you.
You can always contact us via +[protected] or oguz.hasanusta@metglobal.com to check for further details.
Best Regards,
Oguz Hasanusta
Social Media & Complaint Management Specialist
otel.com
False Advertisement
Otel.com notoriously use photos for more desirable Hotel locations to bait you into booking an entirely different location. I recently booked a $175 one night at what I believed was Oceanside Comfort Inn & Suites in Virginia Beach (After all, they were using Oceanside photos). Once I booked, the voucher read an entirely different and far less desirable hotel location about 20 miles inland. Otel.com refused to refund me after a month of what they called "investigation into the matter." During that process they said "we're trying to get you a full refund." Sure they were. I ended up calling the Oceanside hotel and they told me that they have told Otel.com many times to stop using their photos!
The purpose of this message is to convey to you our sincere apologies for any inconvenience you may have experienced during this situation.
We would like you to be informed that as we are working with many hotels, the photos and the details are provided by the hotels and the suppliers. But we always try to make the information updated as much as possible at any time
Knowing that you are not completely satisfied with our service is a great disappointment for all of us while we understand that your comments and dissatisfaction can be a powerful source of information to help us improve our services and avoid that situations happen again.
To ensure your satisfaction, we kindly request you to provide us your booking ID to double check this case.
We want you to know that we are committed to you, our valued customers, and are taking immediate corrective steps to regain your confidence in us if you only give us a new opportunity.
Again, please accept our most sincere apologies for any inconvenience you feel we may have caused you.
You can always contact us via +[protected] or oguz.hasanusta@metglobal.com to check for further details.
Best Regards,
Oguz Hasanusta
Social Media & Complaint Management Specialist
otel.com
The purpose of this message is to convey to you our sincere apologies for any inconvenience you may have experienced during this situation.
Knowing that you are not completely satisfied with our service is a great disappointment for all of us while we understand that your comments and dissatisfaction can be a powerful source of information to help us improve our services and avoid that situations happen again.
We are investigating now the source of the error and we will do our best to solve it out as
soon as possible.
We want you to know that we are committed to you, our valued customers, and are
taking immediate corrective steps to regain your confidence in us if you only give us a
new opportunity.
Again, please accept our most sincere apologies for any inconvenience you feel we may
have caused you.
Refund
I booked hotel in the otel.com page. Next day I get a call from this company that hotel is totally full and they apologize for inconvenience. After few days I checked my account and money for hotel there taken. So, I haven't stayed in Hotel because of otel.com mistake but on 31 of October this company took 62 euro from my account. I call them a lot of times but all the time I heard the same all our operator are busy at the time. I was waiting 10 -15 min but no answer.. I wrote few emails, also still I haven't got answer to them.
The complaint has been investigated and resolved to the customer’s satisfaction.
Sercan Oyman metcase@metglobal.com
Dear JAVEED AHMED MUNEER AHMED,
Thank you for your email.
Please be informed that we added your details to the refund list and the payment department will do their best complete the refund as soon as possible.
Kindly note that as we mentioned on our previous email, it may take a minimum 60 days for the refund to reflect on your statement because of heavy transaction traffic.
During this time period, if you change your mind and wish to use the coupon instead, please let us know so that we can reactivate the code for you.
___________________________________________________________________
above message received on 14 Apr 2020. Still my reund not yet received
Dear GintareR
The purpose of this message is to convey to you our sincere apologies for any inconvenience you may have experienced during this situation.
I would like to kindly inform you that each booking has it's own cancellation policy and we always give importance to inform our clients properly about the cancellation policy at the time of booking and on their voucher as well.
To ensure your satisfaction, we kindly request you to provide us your booking ID to double check this case.
Knowing that you are not completely satisfied with our service is a great disappointment for all of us while we understand that your comments and dissatisfaction can be a powerful source of information to help us improve our services.
We want you to know that we are committed to you, our valued customers, and are taking immediate corrective steps to regain your confidence in us if you only give us a new opportunity.
Again, please accept our most sincere apologies for any inconvenience you feel we may have caused you.
You can always contact us via +[protected] or oguz.hasanusta@metglobal.com to check for further details.
Best Regards,
Oguz Hasanusta
Social Media & Complaint Management Specialist
otel.com
Stole money
We lost our home in Hurricane Sandy and Otel.com would not amend our refund our money for our trip. United airlines refunded our airline tickest and offered us a voucher for what we have been through. Otel.com said they would change the booking then sent another email saying that their system wouldnt alllow it. i am so dissapointed in this company we lost so much and this company would not help at all. all travel companies have given refunds or ammended their trips such as expdia travelocity priceline except otel.com they have stolen my money when we need it the most
The complaint has been investigated and resolved to the customer’s satisfaction.
Dear Valued Customer,
We feel really sorry to hear that you have been unhappy with the service provided. As otel.com, customer satisfaction is our number top priority and the most important matter for us in the upcoming period. Therefore, please let us know if you still have an on-going issue with otel.com, so that we can try to do our best to assist you.
Best regards,
Oguz Hasanusta
Social Media & Complaint Management Specialist
otel.com
Very Unreliable and Terrible Customer Service
I tried to make a hotel reservation through otel.com but have never received any confirmation. I tried to follow-up and after a few days they finally came back and told me my reservation was not successful due to "high demand". However, the room was actually still available according to their own website, only that the early-bird discount was gone due to their failure to book my room on-time. I am unable to accept such untruthful and insincere response and have demanded remedial action, but otel.com never replied since then. Also, they claimed that they have released any amount held on my credit card, but as of now the amount is still on hold. Otel.com is unprofessional, irresponsible, and extremely unreliable, and I will never use it again.
The complaint has been investigated and resolved to the customer’s satisfaction.
Thank you for your post Aran and I am sorry to learn that you have been unhappy with our services. I wonder if you can please let me have your booing tracking number so I can check on this and get back to you. It sounds as if our allotment had finished. This does not necessarily mean that the hotel is full; it is normal practice that hoteliers keep a certain amount of rooms for walk in clients.
If any amount captured was released, then please allow time for this to reflect on your statement.
Caroline
No hotel accommodation
On arrival at hotel in Bucharest we discovered from the owners of the hotel that, due to non payment of invoices submitted to Otel.com, our accommodation had been cancelled. Two middle aged women with nowhere to stay and knowing no-one in this city. Otel.com had the money since Jan 2012. This was Oct. 2012. On complaining, their response was beyond belief, apologising for 'inconvenience' and offering 10% off next trip! Although did offer to pay back money paid - after 10 months but no compensation! No concern for stress, safety or anything. Avoid booking through this company like the plague. Also incredibly difficult to contact and make any headway with. If anybody has any tips on how to get through to them or an organisation in the USA we can contact to officially complain then please let us know. We are based in the UK which is proving a real handicap.
Thank you again for getting back to me with your tracking number.
I see that your reservation at the Rembrandt Hotel for the check in date of the 3rd October was confirmed to our company so it is very disappointing so see that the hotel was not able to accommodate you.
In the first message that you wrote to us on the 2012-10-08 I see that you informed us that the hotel told you ‘’ that a company called Medway, who apparently has a record of being bad payers, had failed to respond to invoices despite being given a warning that the rooms would be cancelled unless payment was received by the 1st September. When this did not happen... ‘’
I do wish to kindly clarify that Medway is not our company and that from our side we were not aware of any problems. The hotel did not inform anyone of this situation and our supplier informed us that ‘’due to this serious error from the side of the Rembrandt Hotel we have taken action regarding our further cooperation and at the moment we have suspended this hotel from our system ‘’
I do not wish to pass the blame but this was an error from the hotel’s side. Until you contacted us, we and our supplier were not aware of any problems. It was very unfortunate that the actions of the hotel fell upon yourself and of course this was totally unacceptable.
As soon as you contacted us on the 2012-10-08 my colleague replied and contacted the supplier straightaway.
The full refund has been made for you and our supplier have offered you a special discount for future booking at any of the hotels from their group. I also see that May who was dealing with your query also offered you a 10&% discount against your next booking with us.
Can you please be good enough to let me know how we can resolve this to your satisfaction and I shall be more than happy to continue to assist you.
From our side we have acted accordingly though I do have to say that the responses from the new team member May have been poor and I am going to pass on my recommendations to her supervisor.
I do wish to pass on my sincere apologies once again and I do hope that we will have the opportunity to restore your faith in our company
Caroline
Community Manager
Thank you for your post Sue and I am truly very sorry to learn of your experience. It seems that you have already contacted us and submitted your complaint through our website. I should like to have the chance to follow up on this for you so can you please let me have your booking tracking number
Caroline
Community Manager
caroline@otel.com
They are a scam, avoid
These guys are an absolute scam. I booked a hotel through them and they charged my credit card. Luckily I checked their online site a few days later and found that the reservation was "on request". I called them to find out what the deal was and they said they have been very busy and they would call the hotel right away to see if they could secure the room. They couldn't. And yet, they already charged my credit card! Guess what else... the room was STILL available on their website to book. They said they were still updating their website. Puhlease, what a scam. I will wait a few days to see if they give me my money back. If not, I will initiate a chargeback.
One other note, I actually went back online to find the same hotel and came across a website called DHR.com. I booked there. But guess what? DHR.com IS Otel.com. They are the same company! So now I have 2 charged bills from these idiots. Stay clear of these guys.
Worst website ever! Wasted an hour of my day. Entered payment info to then be forced to sign up to then be kicked out of the site due to an internal error to then have the rates jacked way up. Total wast of time scam site.
Although it is very easy to make a reservation, just try to cancel it. Otel.com is, essentially, a "racket" which, if located in the US, would be put out of business by R.I.C.O. Stay away! I've learned my lesson the hard way.
Dear Shane,
First of all I am sorry for the inconvience you experienced.
Unfortunaletlly sometimes hotels are sold out and not able to get availability during reservation booked and hotel updated late their system due to lateness of update, you can see the hotel is still as available. This kind of cases the amount our clients paid directly refunded automatically.
Please kindly inform us if you still did not get refund. We will inform the account department to check with your bank.
Again we apologise for the inconviences you had.
Regards, Merve A.
07/15/2013. I AGREE THE CUSTOMER SERVICE IS AWFULL. I TRIED CALLING AT LEAST 8 TIMES AND ALL 8 TIMES GOT HUNG UP ON. I'M NOW TRYING TO CANCLE MY RESERVATIONS.
customer service is terrible. I called at least 7 times to get a password for the my account section and all 7 time GOT HUNG UP ON!
If you have a genuine compliant about the Metglobal group of companies:
HotelsPro.com
Dhr.Com
Otel.com
Tatil.com
Allstarhotels.com
Report it to econsumer.gov
The information contained in your complaint will be entered into Consumer Sentinel, a consumer complaint database maintained by the U. S. Federal Trade Commission. Your complaint will be accessible to certified government law enforcement and regulatory agencies in ICPEN-member countries. Government agencies may use this information to investigate suspect companies and individuals, uncover new scams, and spot trends in fraud.
The econsumer.gov complaint database is hosted by the U.S. Federal Trade Commission (FTC).
I agree with all the negative reports posted on this and other boards. The complaints about no rooms available after payment as been taken and poor customer service, have been going on for over ten years with this group. Caroline, to admit you have been employed by this company over this period, is nothing to be proud of.
I’m having a similar problem with the Metglobal group that’s still ongoing after seven months. They do not their keep their word, even if given in writing. They are all front and no back, computer driven with little human intervention to rectify minor problems that which will occur. This turns a small inconvenience to the customer into a prolonged stressful experience.
The other companies in the group to avoid are:
HotelsPro.com
Dhr.Com
Otel.com
Tatil.com
Allstarhotels.com
I find it interesting that not one of the complainants over the years have subsequently posted that their problem was resolved! by customer service.
They have no idea what good customer service means. They are patronising to the extreme. AVOID
Thank you for your post Powerup and I am very sorry to learn of your situation.
I would appreciate having the opportunity to look into this if you can please let me have your booking tracking number.
Please allow me to give you some background information on the company and we will be including company information on the website in the very near future;
The first office we opened was in the historic centre of Istanbul, Turkey and today the otel.com network is truly international and spans 3 continents. Despite having offices and call centres in the Philippines and the USA, we have remained loyal to our founding’s and our head office and main charge centre remains in Istanbul, Turkey.
Again I do would like to state that I have worked for the company for nearly 11 years and otel.com is a reputable and well established company, working in partnership with many other leading travel companies. I truly don’t believe that any non reputable company reputable would respond to online posts and offer assistance.
Caroline
Social Media Support
I RESERVED ONE HOTEL ROOM, THEY CHARGED TWICE FOR THE SAME RESERVATION. AND FOR 5 WKS HAVE PLAYED THE GAME OF PROMISING TO CALL BACK. ITS OBVIOUSLY A FRAUDULENT OPERATION. OTEL.COM TRADE UNDER MANY PSEUDONYMS. THEY WERE METAGLOBAL NEW YORK NOW FILED BANKRUPT. MERE OPERATORS ARE IN MANILLA . THE BANK IS IN TURKEY . ITS IMPOSSIBLE TO GET ANY MANAGERS NAME, NOR THE TURKISH COMPANY NAME NOR ADDRESS. YURKEY DOESNT HAVE A GOOD NAME FOR PROPER BUSINESS DEALINGS WHICH IS WHY THEY DONT DECLARE WHO THEY REALLY ARE.
I HAVE REPORTED OTEL.COM TO VISA AMERICA AND ALSO THE POLICE CLAIMING FRAUD.
MY RECOMMENDATIONIS NEVER TO DEAL WITH OTEL.COM THEYRE DISHONEST
As per my response to your other postings;
Thank you for your post Sperry8 and I am truly very sorry to learn of your disappointment with our company.
If you need instant confirmation then I do advise selecting a hotel that is available to ‘Book now’ rather than ‘on request’.
I wonder if you can please let me have your booking tracking number so I can check and get back to you.
Depending upon the check in date, then the amount of the reservation would have possibly been ‘captured’ and the reason for this is because once the booking has been confirmed, especially if the deadline for cancellation is close then we can send to the client their pre paid accommodation voucher. This ‘capture’ is made not to cause any inconvenience but to assist the client.
If you later found the same hotel to be available on our website, then it sounds as if we were able to secure additional space.
I have worked for the company for nearly 11 years and otel.com is a reputable and well established company, working in partnership with many other leading travel companies. I truly don’t believe that any non reputable company reputable would respond to online posts and offer assistance.
Caroline
Social Media Support
Worst company & customer service ever
My experience with this company has been nothing but terrible. I made a reservation with them for 249.00 for a three night stay in Las Vegas, NV, during one of it's busiest weekends due to music festival in town on top of the crowd that is already present. I had a gut feeling that I should double check to make sure this reservation was legitimate due to the cheap pricing and confirmed with staff members at Otel.com through phone & fax that my room was indeed booked and I had nothing to worry about. Upon my arrival at the hotel, I was stopped by the security guard at the check-in gate and was told my reservation was not on the list of guests. I was then told short after that I was "one of those people" and by that he meant one who had been booked through Otel.com, who had nothing to do with the hotel & that hotel was completely booked & overbooked & we were scammed. I was then told I would not be allowed to enter the hotel property and was escorted off the premises. I immediately called Otel.com customer support & they seemed to be unsure as to why this would happen. They told me they would try to get hold of their supplier and figure out as to why this would happen me. Well it was a Friday afternoon and their supplier's office was closed. They then told me they could do nothing for me to transfer me to another hotel and that my best bet was to book another hotel through my own quest and they would try to have the supplier pay the difference. We clearly did not want to do this at that time because we were told that this was not a 100% guarantee that we would be reimbursed. Every hotel in Vegas during this weekend was either booked or ridiculously over-priced due to mass crowds in Las Vegas for the Electric Daisy Carnival. I demanded to speak to a supervisor after aimlessly talking to a customer service representative for hours and they informed me that none were available due to the fact that they were in the Philippines and one would be available the next day. I told them that I was stranded in a different state with no money to spend on an additional hotel. They could not help me. Their "I am sorry sir" are clearly part of a script because they talked in circles, never having any helpful advice what-so-ever. We ended up booking a room at the Golden Nugget, a hotel of less value & at a higher cost, a total of 866.00 for the 3 nights, in addition to the 249.00 that I had already been charged by Otel.com, & this hotel was below what we were initially promised. I am student in college who does not have this type of income to be spending due to the negligence of a company who is supposed to pride themselves in customer care. I called Otel.com during their normal hours in the Philippines to speak to a supervisor and was offered no help what-so-ever. The conversation always ended with them not being able to do anything because they kept blaming things on their supplier which was still closed for the weekend. They continually try to take advantage of the situation and talk over the caller in order to confuse them and have the phone call end. After the weekend was over & once I was back home in California, I called the supplier in which they claimed to be "working with diligently" to help me and was informed by their supplier that they had nothing to do with Otel.com and they had never seen my reservation & could do nothing to help me because this was out of their hands. I then called Otel.com who claimed they had no idea why their supplier would say such a thing and that they would do their best to talk to them to help me. After hearing the same phrase over and over again I would not let this go any longer. I then told the supervisor that this was unacceptable and that this was indeed a scam & no professional business would ever put a customer through this hell all weekend long. He then informed me that Otel.com would pay the rate difference we had to pay. I asked him to e-mail me this in an e-mail in order to have some valid proof. He then told me that I should submit a query online with the new hotel bill attached through their website and he would deal with it & get my money refunded. After doing this, I heard no response from Otel.com. Finally calling back to check in on it they informed me that they were still working on the situation with their supplier and what not. Finally I received a response 11 days after submitting my original query, wow they have such dedication at Otel.com, and once again offered no solution. I have been now responding back and forth with some man named Ronaldo through their queries and it takes him days to respond. Now being fed up with the situation I've decided to call and talk to Ronaldo personally but everytime I call I am told he is not in the office right now and will be in the next two hours. After waiting two and a half hours, I call back and they say he has not yet arrived and will be arriving in the next two hours. So therefore this employee is constantly 4 hours late for his call-time & is apparently never in the office. Does he even exist? I don't know. I have given multiple support representatives my phone number to have Ronaldo personally call me at any hour so I can talk to him. After going through days of this routine I have come to the conclusion that this entire company is a scam. These people will talk to their death and turn the situation so you can't get any help. They always claim to deliver messages to one of their "multiple" supervisors with urgency but I cannot get any of their supervisors to respond to me. Now their new claim when I call is to say that ALL of their supervisors are in a meeting for the next hour or two and that they cannot let me talk to them. It is odd that a company with so many supervisors would leave their clueless employees to work at their own will with no supervision. Each representative does not know how to help me because they do not have the jurisdiction or knowledge to do so. After being completely fed up with them, I have asked for their legal office's information so I can speak to them instead and they say they cannot give me any of that information. At this point I am 100% certain that this company is a scam who likes to take advantage of people willing to book through them. It is so disheartening to have to deal with a faulty business like this in this day & age. It just proves to me that people will go at any costs to take advantage of good people. Do not book with this company EVER. I did not take the extra step to research them before I booked but I wish I had. This entire fiasco has been dragged out since the end of June and it has truly ruined my summer vacation. I constantly have to stress about the situation and will find a way to pay the American Express bill that is nearing. I have given up hope at resolving anything with this company because it is run by crooks.
Thank you for your comments Shane,
Kindly allow me to post my responses to your BBB complaints below.
1- Our ref GF-[protected] and OL-[protected]
Thank you for your kind response.
Firstly, I do apologise if my reply has upset you but please understand that I can only rely on the facts that I have to hand. By logging into your account on our website you are able to contact easilyand send your query.
GF-[protected] –The amount of 87.00 EUR which was ‘captured ‘on the 31-03-2012 was released on the 03-04-2012
OL-[protected] –The amount of 106.00 USD which was ‘Captured’ on the 29-03-2012 was released on the 02-04-2012
If a booking is ‘On request ‘ we do state this on the website. We also make it clear that confirmation is not guaranteed.
We offer ‘On request’ properties not to cause any distress to clients but for example over busy or fair event periods, we are often able to secure additional space for the client.
I should like to thank you for taking the time to let me have your your feedback and of course the areas that you have brought to light will definitely be looked into and any necessary changes will be made.
Kindest Regards
Caroline
2- Our ref GF-[protected] and OL-[protected]
Thank you for your kind reply.
I am truly very sorry if my previous responses did not resolve this complaint for you. I believe I have clarified that the bookings were ‘On request’ and that the amounts captured were already refunded
GF-[protected] –The amount of 87.00 EUR which was ‘captured ‘on the 31-03-2012 was released on the 03-04-2012
OL-[protected] –The amount of 106.00 USD which was ‘Captured’ on the 29-03-2012 was released on the 02-04-2012
If a booking is ‘On request ‘ we do state this on the website. We also make it clear that confirmation is not guaranteed.
I am certainly not lying and am sorry to see that you have felt this way. I have merely doing my very best to clarify the situation and to try to resolve this to your satisfaction.
Kindest Regards
Caroline
If you have a genuine complaint about the Metglobal group of companies:
HotelsPro.com
Dhr.Com
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I agree with all the negative comments posted on this and other boards. The complaints about no rooms available after payment as been taken and poor customer service, have been going on for over ten years with this group. To admit you have been with the company over this period, is nothing to be proud of.
The complaints about the Metglobal company Otel.com are true, because I have experienced similar problems, which are ongoing. The other companies in the group to avoid are:
HotelsPro.com
Dhr.Com
Otel.com
Tatil.com
Allstarhotels.com
They have no idea what good customer service means. They are patronising to the extreme. AVOID
I love that Otel.com's response is that this one customer service manager has worked there for years. So what? So they have been scamming people for years - and she's been there the whole time. This is supposed to impress us?
As for their valued BBB rating, it's worthless. Why? I had a complaint and went through the BBB. I could prove that what Otel / MetGlobal said was a lie. I booked an "instant confirmation" room - not an "on request" room. But the BBB never even responded to me. They just forward your complaint directly to Otel and Caroline responds with nothing other than "we did nothing wrong" and she kept telling me I booked an "on request" room. This CS rep just keeps telling my I'm wrong - even though Otel.com's website STILL showed bookings as "instant confirmation"! But Caroline didn't care - said I was wrong. Said they must have secured new rooms. Except - when you booked them - they still couldn't secure them! Sadly, the BBB wouldn't respond to me directly. As long as Caroline/Otel.com responded within the BBB timeframe, the BBB considered the matter satisfactorily closed. The BBB rating is worthless, as I said.
Steer clear of these guys. Complaints Board is filled with complaints against Otel.com. Why take any risk here? Book through someone else and don't take any chances.
Thank you for your post jttorres and I am very sorry to learn of your dissatisfaction.
I would like to reassure you that we are a well established and reputable company and one that I have worked with for over 10 years.
We are members of the BBB(Better Business Bureau) and have a A+ rating with them and aditionally we have the highest security measures in place and as well as being Verisign secured and being members of the authenticated Payment Program which has been developed by Visa -3D Secure we are proud to have achieved and comply with the PCI DSS standards as set out by Visa and MasterCard.
Can you please be good enough to let me have your booking tracking number so I can look into this situation and get back to you.
Caroline
Customer Care Manager
Sharp practices
I booked through a room for the same night through www. otel.com . They sent me a reservation for a hotel. Reading the small print it said it would take 5 hours to confirm. I was due to arrive in 3 so I phoned the call centre to find out the situation. Lucky I did - they told me there were no rooms available - although they had received the information an hour earlier they had not sent me an email. I then discovered by credit card had already been charged the full cost for the non existent room and that I would have to claim it back and that this would take 'two billing cycles'. Stay clear of these guys.
Avoid them
AVOID like the plague... Took money off my card straight away, a couple of pounds more than quoted, they said it was exchange rate difference. Two days later then sent me email to say could not honar hotel, was fully booked. I called hotel had lots of rooms left, they said there allocation had been taken up, Even though when booking it stated had the vacancy. Was a good price about £200.00 cheaper then anywhere else... Can see why now... It took 10 days for the money to go back onto my account. In this time all the offers that were on with other companies had then gone up in price. Lost out another £12.00 with exchange difference with money going back into my account. So in the end I had to pay full price for the hotel... which in total this company cost me an extra |£420.00. DO NOT USE THEM, PROMISE THE WORLD DELIVER NOTHING... COSTS YOU LOADS... You might say choose a different hotel, but when you have been there before and you like it, why should you change hotel, for some scam of a company.
Hi mitseymoo
Thank you for your post & I am very sorry to learn of your disappointment. I should like to kindly clarify that we can only charge the amount that you have accepted at the time of booking. It sounds as if your bank has passed on an International transaction fee. Can you please get back to me with your booking tracking number so I can check for you and be given the chance to resolve this complaint to your satisfaction.
I would like to assure you that we are a well established and reputable company. I have personally worked for the company for the past for the past 10 years and we have helped millions of satisfied clients to get the hotel that they want at the best prices.
Aditionally we are members of the BBB (Better Business Bureau) and have a A+ rating with them. As for security –We have highest security measures in place and as well as being Verisign secured and being members of the authenticated Payment Program which has been developed by Visa -3D Secure. We are proud to have achieved and comply with the PCI DSS standards as set out by Visa and MasterCard.
Caroline
Customer Care Manager
I just paid $24, 31 for an iPad2-64GB and my girlfriend loves her Panasonic GF 1 Camera that we got for $34, 26 there arriving tomorrow by UPS. I will never pay such expensive retail prices in stores again. Especially when I also sold a 42 inch LED TV to my boss for $678 which only cost me $68, 18 to buy. Here is the website we use to get it all from, CentSpace.com
Scam
I see that my review of otel.com is the same as many others. No mention on the website specifically that my credit card transaction would definitely be processed through istanbul. I assumed that since I live in the u.S. My transaction would be processed through otel.com's new york office. On my printout after I purchased the trip - that is the first time it mentions istanbul.
I know otel.com states in their terms & conditions they are not responsible for international transaction fees, but they mislead the customer by not directly stating that all transactions (no matter where you reside) will be processed through the bank in istanbul, turkey, which may result in an international transaction fee imposed by your credit card company."
And i'm not going to read any otel.com responses to this message because they are all canned. (copied from terms & conditions and pasted into the reply.)
Scam company
We booked a reservation through Otel.com for a hotel is spain. You need to give your credit card details. They then tell you that unfortunately there are no rooms available at this time. We then booked the same hotel with another provider and when we arrived at the hotel found our credit card was declined! We had to use money we had brought with us for our holiday and pay with our debit card for the room. We then checked our credit card account and found that Otel.com charged us full amount for a room that didn't exist. When we contacted them we were told it was a toll free number in the UK under a sister company METGLOBAL.COM. This is in fact a phone number in the Phillipines that takes money out of your phone bill! We asked them when we could get the refund and they said 5-7 working days which we still have not received (20 days later). We told them we had no money with to enjoy our holiday and they said they would upgrade us to full board until the refund was settled. We thought this was a nice gesture however we have since found that the price of this was also deducted from our credit card at our expense! We declined the offer of full board at the hotel as soon as we found out about this. To date OTEL.COM / METGLOBAL.COM have charged us for a room and full board which they never had, and also the cost of multiple NOT toll free numbers to the Phillipines. We have sent multiple e mails which they have not responded to. These were sent to a girl called MACY in Istanbul, and MONICA CO in the Phillipines. We have had to contact our solicitors who are looking into legal action. DO NOT USE OTEL.COM / METGLOBAL.COM
The complaint has been investigated and resolved to the customer’s satisfaction.
Didn't help me when the hotel did not find my reservation
I made the booking of 6 nights stay at Arpoador Inn of Rio de Janeiro on the web of Otel.com, paid by credit card and got the confirmation. The Otel.com sent me repeatedly its confirmation when the stay was pproaching.
But when I arrived at the Hotel, I was told there was no reservation for me and I had to pay by myself the room charge again to get a room there. I tried to get in contact with Otel.com but the customer care service tel no. of the States was not available because it was on Saturday. (In addition phone charge from Brazil to the States is high. It is not at all practical to use phone, especially when nothing was solved as in my case) So I sent my inquiry through Otel.com Web expecting the problem would be settled soon at latest one day later. But it is not at all the case.But what the Customer Care seems to have done is just to convey my message to the Provider (Who is it ? Metglobal? which issued the prepaid voucher) and it was not at all ready to solve the problem by itself. What I heard is that the otel.com will inform me when it will hear from the provider. I asked who was the provider, but no reply. The customer care just repeated the same message #otel.com will inform me when it will hear from the provider#. Another problem was that during my stay, on one date the hotel was fully booked already. I told it of course to Otel.com in my first contact, but in vain. Also no care to this point.What surprised me more was that Otel.com requested me to send the bill I paid to the hotel as room charges, when the check out date was approaching without solving the problem at all. Why must I send it to Otel.com. To solve the problem must come first ! And of course, Otel.com could have gotten anything if it had contacted the hotel. But it seems not have contacted the hotel at all. So I told the Otel.com " What have you been doing for so long time ?Nothing! " No reply. So literally the Customer Care did not anything.
I am waiting for the refund.I do not recommend you to use Otel.com for hotels outside of USA. If you get any problem with hotels outside USA and you have access just to ordinary phone, there is really no practical way to contact Otel.com Customer care.
The complaint has been investigated and resolved to the customer’s satisfaction.
I booked through Otel.com for a room at the Allegro Hotel in Cozumel, I even spoke to a rep to make sure that we had the upgraded room and we were assured we did so I went ahead and booked.
I took it upon myself to call the hotel to confirm the booking and I was told I only had a budget room, I called Otel.com to confirm the upgrade and was assured we had it.
Once again I called the hotel but still no change, I looked in to the wording and found Otel.com used different room types and wording to the Allegro we had in fact upgraded to a Supreme room which in fact was the Allegro's budget room for the upgrded price! I tried to get clarification but Otel.com are not interested in changing our room or there wording on the website, it is too late to rebook for us as we are travelling tomorrow but anyone thinking of booking through this company beware and check the room types against the actual hotel website!
I will be using Travelocity in the future and pay a little more to get what I want.
Thank you for your post & I am truly very to learn of your experience. Can you please let me have your booking tracking number so I can look into this issue and have the opportunity to assist you
Caroline
Customer Care manager
Incomplete transaction
I booked a holiday through Otel.com
During my stay, i ate some hotel food which was poorly prepared and was forced to go to hospital with a serious bacterial infection.
The hotel was lovely, they contacted Otel.com and both parties agreed to refund me 5 nights as compensation.
Otel.com claim to have transferred the money into my account, quoting the same reference number 10 times. I have provided bank statements to prove this has not taken place.
They wont accept my solicitor's calls, wont talk to their bank to initiate a trace. Instead they repeat the same thing over and over without acknowledging my concerns.
I have since contacted my governement to discuss.
STILL NOTHING!
i have since received a promise to start the trace...then the refund...now they have gone silent for three months..
NOW SIX months since their promise...
one more point...
You start your email with..."its fair to say"
This is the most insulting message. I have written to you so many times listing specific issues and solutions. Instead of reading it, you copy and paste the same reply. Almost the same as your most recent response.
Nothing you or your company have said or done been fair at any point.
As my previous message states, you seem t repeat the same thing over and over.
There have been no deposits, and I have provided you and your managers with my bank statements (against my better judgement).
This proves, NO deposit has been made. Unless you guys prefer me to use crayons.
I have also told you 10 times, that the reference numbers you have provided are of no use to me or any bank. They are reference numbers generated by your bank, and as you CLAIM you have deposited the money, you must initiate the trace.
Fact is, I have provided you with bank statements - as you requested. You have failed to even acknowledge this.
Fact, you have provided me with a series of numbers and letters that are not in conjunction with any other information or documentation. You could have easily made it up. However I have provided you with my actual bank statements.
If you are a genuine, honest and respectable company, surely you would want to contact your bank. If the funds have left your account and not appeared in mine (as proven with the statement provided to you), they can EASILY initiate a trace and find out what happened.
At that point, I want an apology from a senior manager within the business.
To add to my frustration. Your call centre refuses to provide the number of any head office. Nor will be they provide the details of any company legal representative.
If only I could trust this message reaches a person in your company who has a brain. As they would know, I can not start a trace on funds I did not deposit.
I asked my solicitor to call your head office. Who asked me to prepare a full email listing this horrific series of events. This was sent almost two weeks ago.
When called this morning to check on its progress. The operations manager hung up, after refusing to provide the details of your companies legal rep.
All this is pretty clear that you are not a trustworthy company, you have unfair and untoward business practices.
Never have I heard of such a small issue turning into a massive problem all because the call center wont escalate a call to a REAL manager.
The complaint has been investigated and resolved to the customer’s satisfaction.
Hi luclindsay
Have you received the full refund?
We have the same story
They will converse and correspond in English, but their business ethics are totally Turkish Bazaar. I have been communicating with Caroline for six months and its like talking to telephone sales with set computer responses. They do not understand the concept of customer service. My refund should have taken a few days, but six months on I’m still waiting for the full refund.
..
OUR STORY
We arrived at the Oasis Hotel Barcelona on Saturday 24th September 2011 at 1.00pm for a one night stay pre cruise to find we had no reservation although we had prepaid nine months before in January and Metglobal had emailed us two days before to make sure we had printed the Accommodation Voucher
You can not imagine the stress that my wife and I went through trying to communicate with Metglobal, being passed to different people in different parts of the world on the phone. When they finally found use an alternative hotel two hours later, it was on the outskirts of Barcelona, near the football stadium. We were assured by Metglobal staff that this new arrangement would not involve any extra cost to us.
We arrived at the Catalonia Rigoletto Hotel, to find they had one room left but it was not reserved in our name, and the Business credit card number given by Metglobal did not work. After another 2 hours, seven phone calls, an email from Met global confirming they would refund all our additional costs, We paid the hotel 293 euros and finally got into our room at 5.00 pm.
The Catalonia Rigoletto Hotel staff were excellent, but it is located on the out skirts and involved a long taxi journey costing 20 euros. It is near the football stadium which had an important match that evening, the crowds making it impossible to meet our friends .
We were assured by the Metglobal staff that we spoke to on the phone, that Metglobal would pay all our additional costs incurred in changing to the second hotel, We were told this a number of times and also had it in writing . In late December after three months of protracted correspondence we received 80% of the refund . Six months later we are still trying to get the remaining 20%
The only good thing about Metglobal, they did find us a bed for the night !
False Reservation & Late Refund
I was looking for cheap hotel in Vancouver BC Canada, when I suddenly dicovered the cheapest web page for the hotels and it was otel.com. I found Days In Vancouver hotel which was impossible to book from another web pages because of it's great number of wishers. All rooms were reserved on other web pages an on hotels web page, except otel.com. Of course I booked it and one night I slept very happy. Today morning I casted doubt in otel.com and I decided to check with Days in Vancouver Downtown Hotel, the answer they gave me was: instead of 5 nights otel.com reserved me 1 night and charged my account with amount of 5 nights. After this small shock I called otel.com-s call centre, polite young man asked me to wait for 2 hours for solving my problem and they will call me back. 3 hours later I called and young lady answered, when I told her about my problem she answered me that it will take 48 to 72 hours and then they will answer and tell me if they can solve my problem. It was just today, I must check in on October 20 and my cancalation is free before 16 October 12 in the morning. So if they answered me in 48 hours and tell me that they are not able to book this hotel for me, then I had to pay for cancelation or stay in hotel for one night and pay for 5 days.
So I asked young lady, if any charges will apply on my account, and she told that they even did not charge my account.
I canceled my booking and in few seconds dicovered their e-mail in my mailbox, with text below:
"Your reservation has been cancelled without any cancellation fee. As your credit card has already been charged for the reservation, you will receive a full refund which will appear on your statement within 10 days".
After another a bit larger shock, but with hope to refund my money with few sweet words, I called back to their call centre. Young Lady answered phone, first attempt from her was to blame my bank, for what I answered that I was just coming from my bank and it was not bank's fault. For second attempt she told me that my credit card was already charged and they won't be able to refund money before 7-10 working days. Because of lack of money, I asked to renew my canceled booking, not to stay in the street for my vacation, young lady refused to help me and wished me a nice day.
Thanks to hotel.com for leaving me without money for vacation and the refunded money I will get as soon as I return from vacation.
Hope my post will help someone, not to entrap in hotel.com
Regards,
NC
I'm sorry you had to deal with this company! I also experienced utter foolishness with them and will make sure to tell WHOEVER... I will scream it from any mountaintop to NEVER deal with this company. It's definitely not worth it. They are complete scam artists and soon, the world will know of their foolishness. I'm definitely going to do my part to make sure everyone I know never books with these people. I have YET to receive the refund I am owed by them. They are utterly ridiculous and unbecoming of any decent organization.
Dear Mambocadzi, Thank you for your post. Can you send an e-mail to to me . Our mail adress is customercare@metglobal.com .I will await your clarification so I can assist you.
Thank you for contacting us
Merve A. Otel.com
Dear mambocadzi, Thank you for your post and I am very sorry to learn from your comments that you have been unhappy with our services. Can you send an e mail to me ? Our e mail adress is customercare@metglobal.com . I will await your clarification so I can assist you.
Thank you for contacting us
Merve A.
Booked through otel.com. Received suspicious badly worded email some time later. Decided to check on their veracity. DON'T DEAL WITH THIS COMPANY. Unable to contact them via their website. Fortunately I have an excellent Bank who are pursuing the matter on my behalf. It may cost a little more but book with a recognised organisation.
Hi NcHiNcHi
Thank you for your post and as I replied on Trip Advisor I am very sorry to learn from your comments that you have been unhappy with our services.
Can you please let me have your Otel.com booking tracking number so I can have a look into this and clarify the situation
Caroline
Customar Care Manager
caroline@otel.com
Booking hotel room
Bait-and-Switch. Sometimes it pays to book it yourself. I attempted to book a two-night stay at a five-star Washington, DC hotel. The price offered on the otel.com website was $36 cheaper per night then the hotels best rate (which had to be paid in full, no cancellations at the time of booking). I went through all the steps, including providing credit card number, expiration date and CV2 code and hit "submit". I printed what I thought was a confirmation page from otel.com with cancellation policy on it and then waited to receive an email confirmation message. When none came within 24 hours, I called otel.com and was told though they had "captured" my email address but, I didn't hit the "submit" button, but "no problem" they would book it for me. According to the person on the phone, those low rates "were no longer available, " but she could provide me a rate equal to the lowest rate the hotel was offering. I declined and decided to book through the hotel directly using their reservation line. I went back online to the otel.com website and saw that low rate from the night before WAS still being offered but I was now wary of the otel website. I called the hotel in DC and spoke with an agent at the reservation desk. She looked at the otel.com website and agreed to match their rate. My total ended up being $20 less than I would have paid through the otel website. (Otel.com total price includes a roughly $20 service fee), and I am assured I have a room for two nights, king bed and all the other specifics I asked for.
The complaint has been investigated and resolved to the customer’s satisfaction.
I booked a 4 night stay at the Fairmont in Bermuda. When I tried to contact this company via email, website and telephone, the company Otel.com is no where to be found! They are surely a scam. I need to cancel my reservation TODAY and don't know where to turn. I am going to report this company to the local police, FBI and Better Business Bureau. DO NOT BOOK TRAVEL RESERVATIONS WITH THIS COMPANY! IT IS A SCAM>
I hate those generic apology letters, why do Managers think that means a hill of beans!
Hi the haggler
Thank you for your post.
I am sorry to learn that we did not meet your expectations on this occasion. This certainly does not reflect the standards and quality of service that we provide. I wonder if you can be good enough to contact me with your www.otel.com booking tracking number so I can look into your complaint
Caroline
Customer Care Manager
caroline@otel.com
Otel.com Reviews 0
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Overview of Otel.com complaint handling
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Otel.com Contacts
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Otel.com phone numbers+90 850 502 7769+90 850 502 7769Click up if you have successfully reached Otel.com by calling +90 850 502 7769 phone number 0 0 users reported that they have successfully reached Otel.com by calling +90 850 502 7769 phone number Click down if you have unsuccessfully reached Otel.com by calling +90 850 502 7769 phone number 2 2 users reported that they have UNsuccessfully reached Otel.com by calling +90 850 502 7769 phone number
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Otel.com emailsinfo@metglobal.com100%Confidence score: 100%Support
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Otel.com addressYıldız Teknik Üniversitesi Davutpaşa Kampüsü, Teknopark D2 Blok, 2.Kat, Istanbul, New York, 34220, Turkey
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Dear Valued Customer,
We feel really sorry to hear that you have been unhappy with the service provided. As otel.com, customer satisfaction is our number top priority and the most important matter for us in the upcoming period. Therefore, please let us know if you still have an on-going issue with otel.com, so that we can try to do our best to assist you.
Best regards,
Oguz Hasanusta
Social Media & Complaint Management Specialist
otel.com