We used Travelocity to book a vacation to Cofresi Palm Beach Spa Resort in Puerto Plata, DR. We received confirmation via email that our all inclusive vacation for 2 adults and 2 children including flight and hotel was booked and fully paid. Prior to the trip in August, we confirmed the flights and the hotel reservations. We were assured that everything was fully paid and confirmed.
The day of our trip everything was smooth with the flight and we were very excited to arrive at Cofresi to check in. When we gave our name, we were told that only 2 adults were paid for and we needed to pay the price for our two children in order to check in. We had all of our confirmation emails and our receipts showing that the trip was fully paid for two adults and two children. It didn%u2019t matter. Nobody at the desk even wanted to look at that information. We were in another country and we were not allowed to check in or utilize any of the hotel amenities until we paid for our children. We were in the front lobby with a check-in that lasted over 4 hours because we continued to try to speak to management and continued to be refused. We were told to call Travelocity but it would have cost us a certain amount of money to use their phone and then a certain amount per minute. We were getting nowhere! After much arguing we were finally able to use a hotel phone to call Travelocity. We spoke to a non-american representative from Travelocity and explained the entire situation. That representative also tried to speak with the hotel check-in specialist but nothing was being resolved. The representative from Travelocity stated that we should just pay the extra money the hotel was asking for so that we could check-in and he assured us that Travelocity would be happy to refund the money to us upon our return home. This representative clearly reiterated that our trip was paid in full.
When we got home from vacation, we called Travelocity and they did not refund our money. It is now three months later and Travelocity is not accepting responsibility for this mistake. We have filed numerous complaints with their consumer relations department and continue to receive a generic template letter stating they are still %u201Clooking into the problem%u201D. When we verbally attempt to speak with a representative from Travelocity (never the same representative as they will not give you their phone extensions except when you are booking the trip), they are stating that Cofresi should be refunding our money. Meanwhile, Cofresi continues to state that Travelocity did not pay them for the children and they are refusing to even return calls.
One is blaming the other and we are financially responsible for it. The original representative who helped us book the trip assured us that we were getting the best possible deal and we were going to have a great vacation.
What we experienced as a family was unacceptable. Our two children were in the lobby of a hotel for four plus hours unable to have drinks or food or go anywhere because we were not officially %u201Cchecked-in%u201D.
We will never again use Travelocity to book at trip. We highly recommend a travel agent so that if there is a problem you can reach a person directly and have a constant point person. This has been one of the worst experiences and we are still fighting it and still trying to get our money refunded. Think twice before booking online with Travelocity.
The LaTorres Family, Allentown, PA
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