Complaint Review: Orbitz Online Travel

ME AND MY WIFE LEFT AROUND 6:00 O'CLOCK IN AFTERNOON AND DROVE 3 HOURS FROM VANCOUVER, WASHINGTON TO SEATTLE WITH 2 KIDS TO SPEND THE WEEKEND.

WE BOOKED AND PAID $70.00 FOR A DOUBLE QUEEN, NON SMOKING ROOM @ SKYWAY INN HOTEL THRU ORBITZ.COM!
UPON ARRIVAL THEY DID NOT HAVE THE ROOM THAT WE PREPAID FOR!

AFTER A HOUR OF ARGUMENTS WITH THE MANAGER, HE CAME UP WITH THE DECEIVING IDEA OF SEPARATING US INTO TWO ROOMS.
WE DECIDE TO ACCEPT ONLY TO FIND OUT THAT WE WERE IN TWO NEWLY "CHECK-OUT" AND VERY DIRTY AND 'SMOKING' ROOMS.
WE CALLED ORBITZ CUSTOMER SERVICE AND THEY SPENT MORE TIME LISTEN TO THE HOTEL MANAGER AND TAKE HIS SIDE OF THE EVENTS...

I DO NOT KNOW WHY, BUT I SPENT 30 MINUTES EXPLAINING THAT THEY "orbitz.com" AND THE HOTEL ARE NOT PROVIDING THE SERVICES THAT WERE PREPAID FOR...

FINALLY CONVINCED THAT WE WERE UPSET, ONE OF CUSTOMER NO-SERVICE REP TOLD ME TO PAY FOR A NEW ROOM THRU THEIR RESERVATION SYSTEM AND DISPUTE THE 'PROBLEM ONE' LATER...
OKAY... I HAD NO CHOICE AND I AFTER ANOTHER HOUR WAITING(NOW IT IS 11:00 O'CLOCK IN THE EVENING) WENT ALONG ONLY TO FIND OUT THAT HE (CUSTOMER NO-SERVICE) IS SETTING US UP ANOTHER ROOM WITH A KING SIZE BED WITH A $200 PRICE TAG ...I ASK ABOUT 2 BEDS AND HE COULD NOT COME UP WITH ANYTHING!

WELL......WELL... IT'S 11:30 @ NIGHT AND DECIDE TO DRIVE BACK HOME...

LAST MONDAY...07/27/04 I CALLED THEIR CUSTOMER SERVICE AND AFTER ANOTHER HOUR ON THE PHONE THEY TOLD ME THAT THEY WILL FILL A COMPLAINT AND SHOULD TAKE ABOUT 10 BUSINESS DAYS FOR A RESPONSE!

THE INTERESTING THING SAID BY THIS OTHER CUSTOMER NO SERVICE IS THAT GENERALLY THEY DO NOT ISSUE REFUNDS!
I TRIED TO CALL THE CORPORATE OFFICE, BUT THE CALL WAS RE-ROUTED TO THE OLD 'CUSTOMER DON'T CARE ABOUT YOU' SERVICE!

MY LOST IS YOUR GAIN...DO NOT DO BUSINESS WITH THESE PEOPLE!

Carlos
vancouver, Washington
U.S.A.