My experience with this company has been nothing but terrible. I made a reservation with them for 249.00 for a three night stay in Las Vegas, NV, during one of it's busiest weekends due to music festival in town on top of the crowd that is already present. I had a gut feeling that I should double check to make sure this reservation was legitimate due to the cheap pricing and confirmed with staff members at Otel.com through phone & fax that my room was indeed booked and I had nothing to worry about. Upon my arrival at the hotel, I was stopped by the security guard at the check-in gate and was told my reservation was not on the list of guests. I was then told short after that I was "one of those people" and by that he meant one who had been booked through Otel.com, who had nothing to do with the hotel & that hotel was completely booked & overbooked & we were scammed. I was then told I would not be allowed to enter the hotel property and was escorted off the premises. I immediately called Otel.com customer support & they seemed to be unsure as to why this would happen. They told me they would try to get hold of their supplier and figure out as to why this would happen me. Well it was a Friday afternoon and their supplier's office was closed. They then told me they could do nothing for me to transfer me to another hotel and that my best bet was to book another hotel through my own quest and they would try to have the supplier pay the difference. We clearly did not want to do this at that time because we were told that this was not a 100% guarantee that we would be reimbursed. Every hotel in Vegas during this weekend was either booked or ridiculously over-priced due to mass crowds in Las Vegas for the Electric Daisy Carnival. I demanded to speak to a supervisor after aimlessly talking to a customer service representative for hours and they informed me that none were available due to the fact that they were in the Philippines and one would be available the next day. I told them that I was stranded in a different state with no money to spend on an additional hotel. They could not help me. Their "I am sorry sir" are clearly part of a script because they talked in circles, never having any helpful advice what-so-ever. We ended up booking a room at the Golden Nugget, a hotel of less value & at a higher cost, a total of 866.00 for the 3 nights, in addition to the 249.00 that I had already been charged by Otel.com, & this hotel was below what we were initially promised. I am student in college who does not have this type of income to be spending due to the negligence of a company who is supposed to pride themselves in customer care. I called Otel.com during their normal hours in the Philippines to speak to a supervisor and was offered no help what-so-ever. The conversation always ended with them not being able to do anything because they kept blaming things on their supplier which was still closed for the weekend. They continually try to take advantage of the situation and talk over the caller in order to confuse them and have the phone call end. After the weekend was over & once I was back home in California, I called the supplier in which they claimed to be "working with diligently" to help me and was informed by their supplier that they had nothing to do with Otel.com and they had never seen my reservation & could do nothing to help me because this was out of their hands. I then called Otel.com who claimed they had no idea why their supplier would say such a thing and that they would do their best to talk to them to help me. After hearing the same phrase over and over again I would not let this go any longer. I then told the supervisor that this was unacceptable and that this was indeed a scam & no professional business would ever put a customer through this hell all weekend long. He then informed me that Otel.com would pay the rate difference we had to pay. I asked him to e-mail me this in an e-mail in order to have some valid proof. He then told me that I should submit a query online with the new hotel bill attached through their website and he would deal with it & get my money refunded. After doing this, I heard no response from Otel.com. Finally calling back to check in on it they informed me that they were still working on the situation with their supplier and what not. Finally I received a response 11 days after submitting my original query, wow they have such dedication at Otel.com, and once again offered no solution. I have been now responding back and forth with some man named Ronaldo through their queries and it takes him days to respond. Now being fed up with the situation I've decided to call and talk to Ronaldo personally but everytime I call I am told he is not in the office right now and will be in the next two hours. After waiting two and a half hours, I call back and they say he has not yet arrived and will be arriving in the next two hours. So therefore this employee is constantly 4 hours late for his call-time & is apparently never in the office. Does he even exist? I don't know. I have given multiple support representatives my phone number to have Ronaldo personally call me at any hour so I can talk to him. After going through days of this routine I have come to the conclusion that this entire company is a scam. These people will talk to their death and turn the situation so you can't get any help. They always claim to deliver messages to one of their "multiple" supervisors with urgency but I cannot get any of their supervisors to respond to me. Now their new claim when I call is to say that ALL of their supervisors are in a meeting for the next hour or two and that they cannot let me talk to them. It is odd that a company with so many supervisors would leave their clueless employees to work at their own will with no supervision. Each representative does not know how to help me because they do not have the jurisdiction or knowledge to do so. After being completely fed up with them, I have asked for their legal office's information so I can speak to them instead and they say they cannot give me any of that information. At this point I am 100% certain that this company is a scam who likes to take advantage of people willing to book through them. It is so disheartening to have to deal with a faulty business like this in this day & age. It just proves to me that people will go at any costs to take advantage of good people. Do not book with this company EVER. I did not take the extra step to research them before I booked but I wish I had. This entire fiasco has been dragged out since the end of June and it has truly ruined my summer vacation. I constantly have to stress about the situation and will find a way to pay the American Express bill that is nearing. I have given up hope at resolving anything with this company because it is run by crooks.
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