SUBMIT A COMPLAINT / Web site & customer service issues

Auckland, New Zealand

I made an on-line booking for a hotel stay near Auckland Airport. The reservation was on behalf of a family member, so I gave their e-mail address. I rec'd a confirmation, but - for some unknown reason - the booking was cancelled by Otel. I did not learn this for 24 hours, and by then, the room was gone. I contacted customer service, and got no reply. As a result, I had to make a replacement reservation at a higher cost. After the stay, I contacted Otel customer service again to an explanation of the lost reservation and ask for a partial refund. The contact ctr. in Istanbul could not find the reservation so I had to show them where to find this information. Incredibly, they refused to provide any refund, even after accepting the proof they were at fault. My conclusion? Otel reservations cannot be relied upon and their customer service is awful.

Jun 25, 2015

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