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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.
Do not ever use travelocity. There 100% guarantee is a joke. They can't even get their own service right. Too many "technical" difficulties and incompetent customer service people. The hold time on the phone is outrageous...
I booked a $5400 trip to Hawaii for myself and my family through this company on October 25th, 2017. I tried to book everything myself on the website, but the promotion code would not work. I called the customer service # and had to have them book it. This process took 1 HOUR even though I had already spent all the time researching and planning on my own and all their service rep needed to do was plug in the flight #s and hotel info that I gave her. I had even picked out the seats on the plane...ridiculously long processing time for her to take an hour. I even had to remind her that we had upgraded our rooms as she was just going to take the first thing that came up.
At the end of this hour long process with the rep, the promotion code STILL did not work and then I had to pay almost an $11 booking fee (for work that I had done myself). I had to make sure she notated my file to process the $100 refund and then issue me the $200 future promo code credit. When they finally gave me the credit, then refunded a credit card I used 8 months earlier on a different trip!
Even after all of this hassle, I was still pretty happy about getting our trip taken care of. That is, until the next day! When checking the website the next day with my trip id # I was unable to find my trip. I called the customer service # and was unable to locate it via the voice response system. When I got through to an agent I was treated very poorly. I was left on hold for over 15 minutes even though he had already taken down my credit card information that I had paid with to supposedly check what was going on. During that 15 minute time span, he never checked back with me to let me know what was going on... was he even working on it? was he on a break? who knows?
After becoming fed up with this unprofessional treatment, I hung up and called back. The lady who then helped me still could not figure out what was going on. She did keep me informed while she was checking on things, but I was left feeling like there was a PROBLEM. I contacted my credit card company to confirm that the money had been authorized and it had been.
The supervisor told me to contact their consumer relations dept and they would make it up to me! WHAT A JOKE!
After 6 weeks, no one called me and I still could not access my trip info. Wondering if we still had a hotel resv ( I already confirmed w/ the airline) I called in to Travelocity again. After another hour long phone call they finally fixed their "technical" problems of giving me a recycled trip id. I still can't view it.
Their idea of making me 100% satisfied is giving me a credit of $50 on a FUTURE trip! WHO CARES! I want to be satisfied on this trip. They couldn't even offer us a show ticket or any other comp. Why would I ever want to use them in the future.
USE SOMEONE ELSE! The little bit of money you may save over expedia is so not worth the stress of wondering if they are going to mess something up.
I made hotel reservations through Travelocity. The fine print stated "a cancellation fee MAY apply". Further down it stated that if cancelled within 24 hours of date of check-in, a cancellation fee WOULD apply.
I cancelled 10 DAYS PRIOR TO CHECK-IN DATE and they are charging me a $25 fee! When I questioned why and explained what the fine print says, they could not explain why it says a fee MAY apply and not that it WOULD apply, and when I pointed out that I was cancelling with 10 days notice and not with less than 24 hours notice they tried to tell me that it means if you cancel within 24 hours of MAKING the reservation - which would make absolutely no sense and is quite clearly NOT WHAT IT SAYS! I will tell anyone and everyone that I can that they should NOT use Travelocity. There are numerous blogs, forums and such out there that detail again and again, where Travelocity screws people over with their fees! PLEASE PEOPLE - TAKE YOUR BUSINESS ELSEWHERE! Thank you for taking the time to read this...
I think they all must use the same call centre, most are based in India...nothing against people from that country but service is terrible! Shows that sving a few bucks it more important than repeat business.
Do all these travel agencies share the same customer service team?