Travelocity Reservation/billing mistakes; poor customer service Internet
On July 4th I made a hotel reservation through Travelocity for 2 rooms, checking in on July 6th; checking out on July 7th. The total amount billed was $331.84. The site advised this was a reservation that required payment at the time of booking. I entered my credit card( Discover) info and printed a receipt. When we arrived at our hotel the front desk clerk advised the rooms had not been paid for. I insisted they had, showed by receipt. He then stated he saw that Travelocity requested a credit card to hold the room and that an American Express card had been used by myself. I was shocked as I do not even own an American Express card! So due to this misinformation I assumed it was ok for me to pay for rooms.
On July 19th I reviewed by credit card statement and noticed the $381.84 charge from Travelocity but also two charges from the hotel in the amount of $140.58 each, total $281.16. I immediately contacted Travelocity. I explained the problem of the three charges and the fact that I was billed a lesser amount from the hotel than what Travelocity charged. After going through the issues several times I was told to email their customer service department and explain the problem and send in any documentation to support my claim. I emailed that day and sent a copy of my credit card statement and of my original receipt from Travelocity.
By August 6th I still had not heard from Travelocity. Before calling I decided to check my credit card statement and I noticed the hotel had credited my account $140.58 - the price of one room. I called Travelocity and again it took several minutes to explain the problem. I was again told to email customer service and someone would get back with me.
It is now Augst 19th and I have yet to hear from Travelocity. I am very upset over this whole mess! I know the initial problem was caused by Travelocity otherwise the hotel would not have thought I used an American Express card. I think the fact that Travelocity will not even address the price difference issue is terrible. What bothers me most is the lack of communication. I informed them that I will be filing complaints, posting the issues on social media, etc. And I most certainly will not utilize their services ever again. The way I see it is Travelocity owes me $191.26: the original $331.84 fee less the $140.58 hotel credit.