Orbitz
Price assurance - Hotel Reservation

I booked the Royal Sonesta hotel for 1/11-1/14 on orbitz.com. It was marked that it had their price assurance guarantee. What a joke! Found the same hotel with the same dates and same room type on bookit.com. Because it was a multiday stay bookit.com would automatically apply a $50 instant rebate to the stay. That was the entire difference in price—that $50—that I would NEVER even be charged on bookit.com since it was "an instant rebate". First, I called orbitz. Had to fill out a form online. I did so—even providing the full webpage address to the bookit.com deal. Their first response was addressed "Dear Lisa" (no Lisa in my reservation) saying they could not verify and I had to send a screen shot. Mind you my browser from the webpage address in their reply email launched me directly there! So I called to complain—no dice— had to send the screen shot! Then I called back —insisted on a supervisor was referred to Christina. She found that she could launch the page for the bookit.com deal from the form I sent originally, but refused to honor the guarantee as the "rate" BEFORE THE INSTANT COUPON was the same. I pointed out terms and conditions referred to "price" not rate and said nothing about price not including instant rebates or coupons. She did not care. Treated me like I was the stupid one! I asked for an email detailing her objection. She did not want to send it! I am denied and they won't even put it in writing. Since I am an attorney I asked for a contact to her legal department—she gave me only "customerrelations@orbitz.com" What an insult! I was treated like I was a criminal and trying to take advantage of them, rather than as a valued customer. There is no question in my mind that orbitz is intentionally engaging in false advertising and that their own "terms and conditions" mean nothing to them. I asked if she could provide anyone else for me to talk to—no, this Christina said that she is the "supervisor on the floor" and that is the best I could do. It is obvious that the price guarantee is an even bigger lie than the supposed hovercraft!

Company: Orbitz
Country: USA

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