Onlinehotels.com / No customer service
My name is Dianne Olley and my family had a really bad experience with onlinehotlels.com recently. I made reservations on onlinehotels.com on the Internet on March 22, 2006. My reservations were from July 7 through July 14th at the Radisson Hotels at Marco Island. I contacted firstname.lastname@example.org via e-mail on April 5, 2006 for confirmation that my reservations were accepted by them and by the Radisson. I received a return e-mail giving me the onlinehotels confirmation #10539995oh and the Radisson #216302. My credit card was billed the deposit of $123.45 on March 22nd. I made a called to [protected] to a Ms. Lourdes one week before my family’s arrival and was told my reservations were confirmed for the Raddison.
Upon arriving at the Radisson Hotel at Marco Island on July 7th my family was informed that we had no reservations with this hotel and that onlinehotels was notified that the
Radisson would be closing on Monday, July 10th. The Radisson said that onlinehotels was notified in writing and via a confirmed read e-mail and conversation with a Vivian on May 16th. I called onlinehotels and spoke with Ms. Lourdes concerning this problem. She said that the onlinehotels was NOT notified of the Radisson closing. There was no supervisor available till Monday for me to discuss this with. There were NO equivalent accommodations available for my family for our stay July 7th through the 14th. I called and spoke with Ms. Jessica Bradley on Monday. She was VERY rude and disrespectful and kept interrupting me from me explaining the details of this problem. She did confirmed that her company, onlinehotels DID receive notification of the closing of the Radisson. She said that they received the confirmation number only of the reservations affected by this closing but because the Radisson didn’t give specific names that she felt that they were at fault too. I explained this finger pointing didn’t help our situation. She was NOT helpful in finding equivalent accommodations for my family. After ending our conversation, my family had to spend our vacation on a blow up mattress at a friend’s house.
Ms. Bradley called me back and told me that Radisson sent me a letter and that she was going to bill me for my stay at the Radisson. I informed here AGAIN that my family didn’t stay at the Radisson. I also had not received any letter from the Raddison. She was again very rude and I felt she wanted to make me the person to take ownership of this problem.
I made my reservations with onlinehotels.com and they accepted my deposit, which should be a contract that they would have the accommodations for me that I signed up for. This was a vacation we saved up for and looked forward to for a long time. This will be one of our last vacations and it was ruined with the incompetence of these individuals that work for onlinehotles.com.
Onlinehotels.com does not promote customer satisfaction or we would have been notified before July 7th arrivals and they would have found further accommodations before our arrival.
There is no customer service because we, as the customer, would not be in the middle of this finger pointing dispute between them and the Radisson.
My family didn't have the vacation we were looking forward to. Onlinehotels.com has agreed to give back my deposit. If I had cancelled my reservation with a less than 24 hour notice I would of lost my deposit. I feel that I should be compensated my deposit in addition to a full refurnd. They didn't notify me within 24 hour of our arrival.