I am suffering a tragic loss of my beautiful daughter and baby grandson. I wanted to get away but instead of making all arrangements, trusted travelocity to take care of everything. On the day we were leaving for the airport, I called the hotel to let them know we have an evening flight and would be arriving late. I also read on the internet to request a room with a view so I did that as well. I had paid for two upgraded rooms. The desk clerk informed me one of my rooms had been cancelled. I told her that was impossible, I had booked through travelocity. She said I better call them. I did. The man who's English I barely understood had me on hold forever. He then returned to the line and told me after 3, I would have to start making phone calls. I told him that was their job, I paid nearly 3,000 for this trip through them. I asked for a supervisor. "Marvin"called the hotel and had me on hold for what seemed like eternity. He came back on the line and assured me he only needed to send a fax to the hotel. I asked him to call me and confirm. He called back later and assured me everything was fixed. We arrived at the hotel that evening. Guess what? It was NOT fixed. She said one of our rooms had been cancelled by travelocity. The hotel stepped it up and helped me after I began crying and telling them what I am going through. They booked a room for me themselves and the next day, called travelocity for me. I had to use a credit card and put a hold on a room that if I wasn't prepared, would have been out of luck with no help from travelocity. I emailed travelocity and told them what happened and never even got a "We're sorry" from them. The hotel investigated and found out when travelocity booked the rooms they didn't complete the process for one of our rooms. I can't believe you can pay that much money to a company and not even get any customer service. Travelocity sucks. I'm done.
Cynthia Betz
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