Found usahotelguide.com as a resource for low hotel rates. They are a subsidiary of Travelocity. Checked website for dates for AmeriSuites in Miami area... 3 AmeriSuites come up on screen (have done this 4 times, all 4 times with the exact same 3 AmeriSuite locations!)
Selected the Miami Blue Lagoon location 2 previous times before booking, got rates of $67, then $69 per night. The 3rd time was to book, did same, selected Blue Lagoon from the 3 AmeriSuites, saw the $69 (actually $68.99) rate, clicked the 'Book Now', saw and reviewed the information, location, dates, rate, etc. Entered my info, then made a special request, unchecked the email promotions box, clicked 'Make Reservation'
When my reservation was done, the confirmation had all the correct information except the system changed the hotel to the 'Airport Regency Hotel'... What the? Who the hell are they? So I IMMEDIATELY call within minutes of reserving to correct, and I'm told no problem, we'll cancel and re-reserve. Problem is the rate went up. They can't honor the lower rate anymore. (Truthfully, they should have anyway, but I realize lots of shysters are out there and they would get taken if every time someone said they had a lower rate, they gave it to them. I also know that rates change by the minute.)
Okay, no problem. I book it cheaper directly with the hotel after telling them my dilemma. I call back to cancel with the online service, all within the half hour, and am told I'll have to pay a $25 cancellation fee for their system error.
Spoke with 2 reps, pleaded my case, am told the Supervisor won't be able to cancel without full refund either... This is bogus BS... You don't charge the customer for your errors. There is no way this was a user error. I saw it with my own eyes. I went back in to double check a 4th time and it was exactly as I remembered it to be as I tried to recall what each of the next steps would be.
Logic and fact:
1.) If the Airport Regency were adjacent in the hotel list, it could've been hit accidentally... It's nowhere in the listing, not under R or A, and no, availability does not come into play yet... It simply doesn't even exist in their own list???
2.) The choices showed the same 3 AmeriSuites they've showed all 4 times exactly the same... There are no other, and there never were any other listings of ANY other hotels shown.
3.) I know what I saw, what I did, and what I was buying... Never even heard of or had any interest in the Regency or any other property.
4.) I know what I confirmed before entering and making the reservation... It was for the AmeriSuites Miami Blue Lagoon... It had all the correct information, and I know to make triple sure before buying on an internet travel site due to business practices and policies.
5.) I immediately telephoned within minutes of reserving and immediately after discovering the error to report it.
6.) I am now being screwed, doubted, put-off, and charged for something which is absolutely 100% wrong.
We'll see if they have any sense of customer relations, and I'll be sure to re-post accurately and truthfully.
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