I have a 20 hour layover in London on my way back to the U.S. From Europe. I found a great deal on a downtown hotel and booked it through Orbitz. I have used Orbitz in the past and have never had problems so I thought it would be okay. After making my reservations I e-mailed guest services at the hotel to make sure that they got my booking. They told me that they didn't have it, so I contacted Orbitz. I was told that they faxed my reservations in to the hotel and to contact the hotel again and make sure they got the booking this time. Three days later I checked back with the hotel, and STILL they did not have the reservation! Naturally I was quite fed up by this time and ready to give up on my "reservations" so I contacted Orbitz and demanded that they cancel my booking and refund my money. The customer service agent followed through with my request but was rude and condescending. This person told me that the hotel "must" have my confirmation, as Orbitz had it on record that my reservation was confirmed and couldn't seem to understand why I wanted to cancel. Um, hello? What, as if I were making this all up, just for fun? As if I want to arrive in a strange city and discover that my hotel reservations are actually non-existent? I never received a word of apology for my hassle and inconvenience. Had I not thought to check with the hotel, I would have arrived in London at 9 PM at night, alone and with no place to stay. Very scary thought and I will never trust Orbitz ever again! I will share my horrible experience with all my friends and family and tell them not to use this joke of a website. To top it off, its' been 5 days and they have not yet refunded my money. So now I have to call Orbitz again, explain the situation again, and deal with the annoyance of rude and unhelpful "customer service" agents. I want my money back!!! Why should I pay for some non existent hotel reservations??
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