Complaint Review: Otel.com

I often travel and traveling is like the meaning of life to me. So, I really tried many of the booking companies but otel.com is actually my favorite. Traveling requires a certain money in your pocket, so it's important to find a hotel that meet your expectations and is budget-friendly. I've always found the best hotel deals at otel.com whenever I search among the many websites. By paying less for accommodation, I've had more oppotunity to get around the destination I went to. I must confess we had some little problems like overbooking issues. But when I state my problem on the phone or by e-mail, I've always got a quick reply from the customer support. And I like the way they address their customers. They are really respecful and sociable indeed. I always get what I expect when I use otel.com for my bookings. I also pay less and spend more on activities. I will continue to make my hotel reservations using otel.com.

FWIW, I live in California and was trying to book lodging in Nashville.   I booked thru Otel.com and had a pleasant experience and saved some $.  I stayed at the Radisson.   just thought I would counter the negative post.

Thank you form your post and I have copied below my reply to your BBB complaint from yesterday;

'' Thank you for your kind response.
 
Firstly, I do apologise if my reply has upset you but please understand that I can only rely on the facts that I have to hand.   By logging into your account on our website you are able to contact easilyand send your query.
 
GF-77654849 The amount of 87.00 EUR which was captured on the 31-03-2012 was released on the 03-04-2012
 
OL-38696566 The amount of 106.00 USD which was Captured on the 29-03-2012 was released on the 02-04-2012
 
If a booking is On request we do state this on the website.  We also make it clear that confirmation is not guaranteed.
 
 We offer On request properties not to cause any distress to clients but for example over busy or fair event periods, we are often able to secure additional space for the client.
 
I should like to thank you for taking the time to let me have your your feedback and of course the areas that you have brought to light will definitely be looked into and any necessary changes will be made.
 
Kindest Regards
Caroline''

This company is lying in their rebuttal.  First of all, I DID contact them.  I spoke with a customer service agent named Kate, multiple times.  It took some time, but the charges were finally removed. At least they didn't make me fight their charges via my credit card to charge them back.
  
I also made a booking - not a request.  Their website stated the following when I booked: "Instant Confirmation: Rooms are available for your selected dates and will be held for the next 25 minutes. These rooms will be released if the booking form below is not completed within this time."  Does that sound like it was an "on request" reservation to you? 

After my booking I was sent a confirmation email.  I also checked my credit card and there was a pending charge from Otel.com. So I figured, all set (my bad here - I should have read the full confirmation email immediately).  2 days later I went to print it out (thinking I had received a booking) and realized the confirmation email stated the room hadn't been booked.  So I called Kate (their phone rep) and asked what the story was.  She said they were very busy and they hadn't had time to secure the room as of yet.  She said it is possible they no longer have the room (since it was 48 hrs since my submission).  I said, well - can you call asap so we can secure it?  She said she would try as soon as we hung up.  A few minutes later I got an email saying sorry, she couldn't book it.  I called back minutes later to ask about the charge on my cc (and still got this same rep on the phone).  She remembered me and said she would refund my money since I had already been charged. 

Interesting that this company charges you (or takes a hold, knowing they may not secure the room).  When in fact, they hadn't even tried to secure it until I called.  Wonder if they ever would have tried had I not called.

By the way, are you interested to know what the confirmation email said?  They wanted me to fax them a copy of my photo ID and a copy of the back and front of my credit card.  Have you ever heard of this?  Ever?  I've bought hundreds of times online at sites like Apple, Amazon, Best Buy, Expedia, United Airlines, etc.  All legit sites and none ever asked for this stuff. And this company wants it to complete a booking? Why is that?

After Otel.com and Kate couldn't get the room I decided to try to book the room elsewhere online.  I found another website called DHR.com and booked the same hotel there.  I got a confirmation email that was exactly the same as the one sent by Otel.com.  Do you know why?  Because DHR.com is the same as Otel.com (of course, I didn't know that prior).  Both owned by MetGlobal.  That's right.  And the room was still listed as available and they accepted my reservation (also claiming it was "Instant Confirmation" and "Your reservation will be processed in real time to our central reservation server".  But of course, immediately after getting the identical confirmation email I called back (and got Kate again).  She of course remembered me and said that they dont have rooms with this hotel for the dates I wanted.  I said, I know - but DHR.com says you do.  She said oh, well our systems must not be updated.  Clearly!

So what this company and Carloline is stating is false.  I did contact them.  I did book instant confirmation and it stated rooms were available (nowhere on their website stated that the booking was "on request").  It is not clear at all that these are "on request" bookings that may not be secured.  It is certainly not clear that my credit card will be charged prior to their even attempting to secure the booking.

What this company needs to do if it cares about its customers is (i) change their websites to provide CLARITY that their booking are "on request" and NOT "instant confirmation" (ii) and to CLEARLY STATE that they will charge the credit card provided BEFORE they secure their bookings, and (iii) to have their systems remove hotels immediately after they are unable to secure bookings.

Thnak you for your post and It  is a shame that at no time did you contact us.
 
Through your duplicate post on the complaints board I have already responded and copied my reply below;  The amounts captured for each request were duly released
 
Kindest Regards 
 
Thank you for your post Sperry8 and I am truly very sorry to learn of your disappointment with our company.

If you need instant confirmation then I do advise selecting a hotel that is available to Book now rather than on request.

I wonder if you can please let me have your booking tracking number so I can check and get back to you.

Depending upon the check in date, then the amount of the reservation would have possibly been captured and the reason for this is because once the booking has been confirmed, especially if the deadline for cancellation is close then we can send to the client their pre paid accommodation voucher. This capture is made not to cause any inconvenience but to assist the client.

If you later found the same hotel to be available on our website, then it sounds as if we were able to secure additional space.

I have worked for the company for nearly 11 years and otel.com is a reputable and well established company, working in partnership with many other leading travel companies. I truly dont believe that any non reputable company reputable would respond to online posts and offer assistance.