I recently booked a trip to Las Vegas through Travelocity. I have to admit their prices were the best but if you book with them you better hope NOTHING goes wrong. They say they guarentee your trip will be exactly what is promised but that was SO wrong.
We booked a flight and hotel with this trip for 5 people. There was one group of 3 and one group of 2. Our hotel was "The Renaissance". We went to check in and the first group (my parents) had no problems checking in and got what was promised from Travelocity. They got a room with a "quality view" and a king bed. When we went to check into our room we were told there were no more king rooms and we could not check into a double bed room because only 2 people are allowed in those rooms and we were booked for 3 people.
They said they had suites but they cost 80 more a night. When we booked our rooms with Travelocity we were promised a room with a view that could hold 3 people. When we got to the hotel they didnt have that. I then called travelocity who "promises to make it right" and talked to a man named "Max"."Max" talked to the front desk employee and asked her if they had a suite available. She said they did but it was on a smoking floor and we had asked for a non smoking room. "Max" then asked to talk to me and asked if a smoking room would be ok. I asked if we could see the suite and see if it had a strong odor and then call him back.
I asked if we decided it was okay would Travelocity cover it and he said "Yes, travelocity made the mistake so we will cover it". At that point I was very happy with Travelocity and hung up the phone. When we got to the room we decided it would be okay to stay there even though it was in no way a "quality view" room like had been promised. We moved our stuff into the room and called Travelocity back. I told the new person the situation and she then told me "No we will NOT cover anything like that". After arguing with her on the phone as best as I could (she did not speak much english) we were told Travelocity would not cover the room, we were on our own and as far as she knew we were lying about talking to another employee who said they would cover it. I told her to check the records for a conversation with "max" and she said there are no records of any conversation and there are over 100 maxs who work there. I told her "max" had talked to the front desk clerk and the clerk would verify that. She just kept saying that she didnt believe we ever talked to anyone in the first place. I asked for her name and she said "Sandra" which I know she is 1 of 100's of "Sandras" just like "Max". I asked "what about the guarentee?" and she said "What guarentee?".
We asked for a manager and after waiting 30 more minutes on the phone we got ahold of "Catherine". She told us to pay for the room, get a receipt and when we get home fax them a receipt and they might pay for it. At this point we had already been through SO much with them. We were called liars and had conversations disappear. I didnt trust them to ever pay for the room so eventually we went to the front desk and talked to them. We told the desk clerk about what happened and asked her if she would write something down saying she talked to a travelocity employee. She then went to ask her manager if she could do that and came back saying instead of writing something up they will just give us the suite for the night for free and change rooms the next night when more rooms were available.
The hotel was GREAT. They were so friendly and I would recommend that hotel to everyone. However, travelocity was TERRIBLE. They lie about their "guarentee" and have "customer service" people who can barely speak english and are rude and unhelpful. My parents were willing to switch rooms with us but I didnt want to make them change rooms. The fact is we were promised a certain type of room and didnt get it. What made it even worse was being called a liar and told we were "on our own" when a "guarentee" is supposed to be involved. If you are going to Vegas, by all means stay at "The renaissance" but don't book with travelocity.
Meredith
Longview, Texas
U.S.A.
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