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Hey, that's not the hotel I booked |
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Donna Savic thinks she has a reservation at the Barcelo Maya Palace in Cancun, Mexico. She's wrong. Orbitz booked her at a smaller, lower-rated hotel on the same complex. What now? |
Q: I am writing to you in frustration over how Orbitz has misled me and now will not even admit to its obvious mistake.
I recently booked our annual vacation through Orbitz at Barcelo Maya Palace in Cancun, Mexico, because the resort sounded beautiful and the hotel is new with rooms described as excellent by most visitors.
When we arrived at the resort, we were told that we didn't have reservations. After much confusion, they told us we were supposed to be at the Barcelo Maya Beach Hotel, the oldest and lowest-rated hotel in this complex.
I immediately contacted Orbitz customer service and spent more than an hour trying to get this resolved. After speaking with several people, I finally was connected to a supervisor, who told me that she could upgrade us to the Barcelo Maya Place Hotel for an additional $2,000, and if I could provide her proof that we were booked at the hotel, they would reimburse us.
Though I was very upset that my family and I were forced to stay at a hotel that we did not choose or want, we tried to make the best of the remaining time there.
After our return, I contacted Orbitz repeatedly to try to resolve this. They have offered me a $75 voucher and now say that the reason my confirmation says the Barcelo Maya Palace is because this is the logo of the resort complex and has nothing to do with my selection. Why do they send confirmation if it means nothing? This is so frustrating. Can you please help or give me any advice?
-- Donna Savic, Louisville, Kentucky
External Source - For the complete article click here
Source - CNN
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