I booked a hotel through Travelocity. They state that they not only guarantee your trip, but your experience as well. Through their site I booked a 3.5 star hotel. When I got there is was anything but that. Our room had a broken door that did not close. It looked as if someone had kicked the door in, and instead of replacing it the hotel did a quick patch job. The A/C did not work right. The living area was running about 50 degrees while the rest of the rooms were around 85 degrees. The beds were so hard that the floor was a more comfortable place to sleep. When you stepped into the tub it felt like you were going to fall right through the floor. The worst part of this hotel was the fact that they put the sofa right in front of the windows. The windows are really low to the floor and the sofa sits high up. There were not any screens on the windows. At some point someone (previous guest or staff) opened the window and closed the curtains. You could not tell that the window was opened at all. My daughter was playing on the couch with her brother tossing a her toy bunny around. The bunny ended up out the window and it could have been my daughter. We had no idea that the window was opened and without any kind of screens or saftey bars anyone's child can fall right out of the window. When we went to complain, we were first told that there was not management on staff, and that we booked through travelocity they could not do anything for us and we had to go through them. They were paid and there for the hotel could not refund any money. I called Travelocity when I got home and explained to them what happened. They told me that they guarantee our trip and it would be taken care of.in order to get the process started I had to write an email to consumer relations about what happened and they would take care of it. I sent the email and requested a refund and that they change the rating of the hotel. I did not hear a thing for two weeks. I called Travelocity to inquire about the status of my complaint and they said that I would have to resend the information. I did not hear anything and sent another email. I was contacted by Travelocity and they said that the hotel denied my request for a refund. I have been given nothing but the run around. Travelocity guarantees my trip not the hotel. I followed everything that I was told to do and they have done nothing for me. How can they put that they guarantee your stay and experience and not do that. It is false advertising and they do not back up what they promise. I booked that hotel through them and they said that it was 3.5 star. We paid them, not the hotel. When I talk to travelocity they say I have to take it up with the hotel. All I have been getting is the run around. As far as I'm concerned Travelocity is the one who guaranteed that this hotel and my stay would be problem free. They do not back up their guarantee and they need to stop advertising that they do. The customer service is horrible and the people that you speak to do not speak english very well and can hardly understand you when you speak. How can they help you if they don't know what you're saying. The only guarantee that you get with Travelocity is that they guarantee they'll take your money ignore your complaints.
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