Complaint Rating:

I booked what orbitz considered a 4 star hotel at The Bradley Hotel in S Windsor, CT. Upon arrival even before checking in, there was a line at the front desk, of at least 6 people who had just previously checked in and were disgusted by thier rooms. After hearing all of thier terrifying stories, it was my turn to have to check in. The only staff person who was working Dave, informed me that although I had a receipt from Orbitz with a confirmation number, Orbitz had not faxed the Hotel a copy so he could not provide me with a room. Even tho it was already paid for. Since Dave was the only person working, I had to call Orbitz myself and figure out why the fax had not been sent. (this is the part where the worst customer service I have ever expierenced happened)...After holding for 15 minutes I was connected to a young man who took another 15 minutes to realize the problem . Orbitz had the wrong fax number for the hotel. After giving the agent the correct information he informed me that it would take another 15 minutes to enter the information into a template and refax the confirmation to the hotel. Meanwhile I have two small children, who are hungry and tired sitting in this so called 4 star hotel listening to other patrons complaining how they too booked on Orbitz and were very disappointed.
25 minutes later and no fax from Orbitz. Yes at this point I become very aggitated and once again call Orbitz. I am ready to cancel the reservation at this point. The man "Ajhid" starting laughing after I explained the situation. He said "a fax had been sent and for me to just relax and wait for it to come thru" When I asked him to repeat the fax number to me he had not updated it from the last phone call. I then asked for a supervisor and was told if I wanted to speak to a higher authority it would be a wait. I was on hold for another 20 minutes. When Ajhid picked up to tell me it was going to be about another 45 minutes (giggling), I asked if he had at least tried to resolve the issue in the meantime while I was on hold. He replied he was not going to fax anything because I asked for a supervisor. At this point, I was disgusted with his lack of proffesionalism. The hotel clerk at the same time called on another line to Orbitz and had reached a new call center representative and had a reached a young woman who promptly faxed the confirmmation while I was still holding waiting for "Ajhid". I was then informed that it would take two hours for the fax to come thru. Meanwhile the young lady had already taken care of the fax. It occured to me that "Ajhid's mission was to be a sarcastic jerk . I never was able to reach a supervisor but the woman the hotel clerk spoke with apologized on Ajhids behalf. Her attitude was a little different because she worked in the cancellations department so Im sure her job is to keep customers. The customer service department is the absolute worst I have ever expierenced. These big corporations branch out jobs to India (this is where thier call center is located)to keep expenses low. So they hire anyone obviously no expierence needed, and no training given. I have worked in customer service / sales for over 20 years. If Ajhid had been in my department his job would be to pick up trash. I will never ever ever never book anything thru Orbitz again.
Orbitz- word to the wise ...screen your agents calls. They are going to put you out of business. Another suggestion, screen your hotels before you classify them as 4 star. Our hotel was under renovation and half the amentities were not available. I travel very frequently, and do alot of networking and socializing. I promise every chance I get I am going to elaborate how terrible Orbitz customer service is and I promise you have not just lost one customer but many.