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After searching for several days for the best price I could get a 5 star hotel for, I noticed the "Top Secret" option. It offered a 5 star hotel for $88 and a 4 star hotel on the same street for $45. I purchased the 5 star, not caring what I got as long as it was 5 star. As soon as the purchase was complete, it revealed my secret hotel and said "you are confirmed at this 4-star hotel". I just went through the process to purchase a 5-star hotel, not a 4-star. I confirmed on the main site that the hotel I got was NOT a 5 star hotel, so I called to get the error corrected in some way. Well, after speaking to the customer care representative and her supervisor, I was told that there was nothing that could be done. The purchase was final and if they cancelled the reservation, I would still be out my money. Wow! I believe this could be called false advertising! This is not my first time purchasing hotels using this process, but it was the first time using Travelocity... and my last!
The complaint has been investigated and resolved to the customer’s satisfaction.
Worst experience of my life! I booked a trip through travelocity for a vacation to Montego Bay jamaica for August 2nd through August 9th. I read reviews on the website that stated the hotel had roaches, granted that was in 2017 but I still did not want to stay there and called to change just the hotel portion of our trip and it would have been about a 1200 dollar difference so they would have been getting even more money from us, well I called and of course their customer service is ALL in India and you can't understand half of the customer service reps. I spoke to a rep and he changed my hotel portion from the RIU Montego Bay to the Sandals resort in Montego Bay and after an hour on the phone with him holding and waiting and waiting he ran my card through and charged 1795 four times and then stated it didn't work, you'll have to call back tomorrow and try again. I said you have got to be kidding me after all that! So I waited and called the next morning and started all over again and this time after 2 more customer service reps and another 2 hours and two more credit cards which they charged each of them three times 1795 & 1995 they told me it didn't work for them either so they said call back tomorrow. I called my capital one credit card company and they said that was completely unacceptable and they called travelocity with me on the phone and they had to get them to authorize and take the 6 charges off of my cards and another 2 hours and still no resolution and they said they would try again Monday being a week day and that it would be resolved so my capital one rep called me back the next day at 6:00 pm and we called travelocity again and after speaking to 3 more customer service reps and they charged my two cards 3 times a piece again and still could not just simply change a hotel reservation from one hotel to another and we were on the phone from 6:00 pm until 11:40 pm I finally got angry after 5 and a half hours on the phone and said we are done here, do not charge my account anymore money and do not change anything on my reservation, I am not going to hold and wait and go through this horror any longer. You people have now kept me on the phone for 4 days for over 9 hours total and still have not resolved a simple hotel reservation change! They were unresponsive and could have cared less. I think they just kept me on hold all that time trying to get me to give up. They had no intentions of ever helping me. So I am now telling every single person I know my story and posting it everywhere to try and help as many people I can to not have to go through the horror I did with travelocity, their terrible. Worst customer service I've ever experienced! BEWARE STAY AWAY FROM THEM!
I agree. I have traveled for years and just returned from an 8 night vacation to Cancun I booked through Travelocity with trip insurance. I experienced the worse customer service I have ever experienced in my life. Our flight was going to depart during a major snow and ie storm. Two days before the trip our flight was delayed and then the day before canceled. I tried 2 days prior to our trip to change the departure date to a day earlier. I called 8 times and was put on hold so they could talk to a manager and got disconnected all 8 times. A manager called back once and left a voice mail which I tried to return and went through the whole problem getting through and getting put on hold again to be disconnected. The next day when I found our flight canceled I tried calling one more time and was put on hold and disconnected and rebooked the flight myself. The travel insurance was worthless and customer service nonexistent. I tried complaining after I got home, but basically got "canned" email replies with no satisfaction of any kind. I would not recommend Travelocity to my worse enemy.
Booked an 8 night vacation to Cancun through Travelocity including trip insurance. Tried changing the date of departure 2 days before the trip as a major ice and snow storm was going to hit the N.E. U.S. Called 8 times and put on hold and disconnected. One manager called back and left a voice mail which I was unsuccessful reaching and got put on hold and disconnected. Flight was delayed that day. Day prior to departure flight was canceled. Tried calling Travelocity with same result - put on hold and disconnected. I booked my flight myself. After coming back home, complained online to Travelocity twice with no results. Worse customer experience I have experienced in my life.
I booked a room in New York for my daughter, paid online with my credit card, she was going overseas and needed all her cash! When she got there the staff told her her room had not been paid and she paid cash, leaving her very short on money. I called Travelocity ( long wait, be prepared...)and they called the hotel, said they would refund my credit card as she had paid cash. But...no refund appeared! I called them again ( long wait, for sure..), they acknowledged I had previously called, but now said I need to send the hotel a receipt. From my daughter who is in the African Bush. Shame on you, Travelocity, You took my money and promised me my daughters stay was taken care of, but it wasn't. Such a small amount to lose my business forever...