I had a tripped booked with them to go to New York from September 28, 2020 to October 8, 2020. We were to stay at Yotel New York. As a result of Covid, we had to cancel our trip. Travelocity reached out to Yotel New York, and they agreed that we could have a full credit for the booking as long as it was used within a year. Yotel provided a reference number to Travelocity and advised them to contact them when we were ready to book a new reservation. I made my first call to them at the beginning of May 2021 to make a new reservation. They told me that they had tried to call Yotel New York, but were not getting through. They said they would email me within 24 to 48 hours to advise of the status. They never did. I called back again and they said they had reached someone at Yotel, but that person told them that the system that would have my credit on it was an older system that they did not have access to, and that Travelocity would have to email their request with all of the details. They said they would email Yotel again and that they would get back to me in 24 to 48 hours. This same call happened at least 4 times before I decided to call the hotel directly. The hotel was extremely difficult to get a hold of anyone. When I finally did, they told me the same thing, that they did not have access to the old system where the credit would be. They said they would get a manager to try to access it and then they would call me back. They never did. I had to make several more long distance calls before I finally found someone who could confirm that I have a credit, BUT she said that she didn't have the authority to make the booking, it would have to be a manager. Then I went 2 weeks trying to get through to the manager, who then told me that the money was actually still with Travelocity since Yotel had decided to close completely during Covid. He said that Travelocity would have to contact him to make the reservation.
Thus began another round of calls to Travelocity who told me no less than 8 times on 8 different occasions the same BS..."We have assigned this issue to our offline team, and someone will respond to you by email within 24 to 48 hours." NOT ONE TIME has anyone from Travelocity reached out to me in 2.5 MONTHS. On July 6, 2021 I called and requested a supervisor. Of course they weren't available, and a request had to be submitted for a call back. They told me a supervisor would call me in 1 to 3 hours. That never happened. I called again on July 12 to speak to a supervisor and was told the same thing. I never received a call back. Both Travelocity and Yotel New York acknowledge that I have a credit, there is NO REASON it should take this long to simply make a reservation using that credit. I have wasted countless hours on hold, made 15 - 20 phone calls, incurred almost $60 in long distance charges, and I STILL do not have my reservation made.
I have called yet again today (have to wait for a call back) to request their Corporate office contact information.
This is BY FAR, the WORST customer service I have ever received.
I do not recommend using Travelocity. They are not interested in meeting their customers needs.