I'm absolutely furious at the appalling customer service I've received from otel.com.
I booked a hotel in Poland through the website. The quoted price was 250 Euros to be paid at hotel.
Upon entering my credit card details and confirming the transaction, I received a confirmation saying that they will take 578 Euros. Clearly a technical fault.
I immediately contacted their customer services and asked them to cancel the transaction to which I was told it was non-refundable.
I sent screenshots and numerous emails and phone calls to their customer service centre in Manilla. No response.
As this was on-going, I gave my friend the go-ahead to book another room to make sure we had a place to stay.
Upon arriving at the hotel, I asked about the original booking and was told that it was still there and that it would be charged as a 'no show'.
The hotel told me the booking was through an agency called 'hotel beds' and gave me their number in Majorca. I called them and they set up a conference call with Met Global in Istanbul who said they would look into it (by the way, I'm supposed to be on holiday).
No response.
Despite constant calls and emails I have had no response from Met Global.
Now I've arrived back home and found they took the money from my credit card. So now I've flagged it as fraudulent with the credit card directly.
This is going to take months to resolve and left a bad taste in my mouth. Needless to say, my holiday was somewhat tainted with this whole experience and I beg anyone to think twice before using a company with such awful customer service.
For the attention of otel.com (Met Global)... If a customer tells you of a fraudulent transaction with screenshots as proof, cancel it. If you can't cancel it immediately and the customer is at the hotel and getting angry, help him. Say sorry. Refund the money. Upgrade him. But don't ignore him and then proceed with the fraud.
Unbelievable in this day and age.
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