Copy of email sent to metglobal and otel.com
I live in Edinburgh Scotland and travelled in a group with 7 other young females, to Brentwood, Essex. We travelled with very limited cash which was why we booked and paid for our accommodation upfront with Otel.com. After arriving at the hotel we were advised that there were no rooms reserved for us. The Holiday Inn, Brentwood, which we had confirmation to advise this had been successfully booked and paid for, tried to contact Otel.com via the telephone number on the booking form provided by Otel.com however this number was unobtainable. Karen the hotel receptionist then contacted otel.com via another number we found online and the advisor cut her off after listening to our situation and then kept answering the phone and cutting her off. I then tried calling from my mobile number and the lady took my details and then told me to hold on while she checked and then cut me off also. She then refused to speak when i called back and continued to cut me off when i called back. Karen then spoke to someone live chat on the website who advised that we should contact United Travels and provided us with a mobile number which went straight to voicemail without ringing and then provided a landline which also went to an answer machine. My friends mother also contacted someone via livechat who advised they would find us alternative accommodation and call back however after 2 and a half hours of waiting we decided to find our own accommodation as we could not afford to pay £1083 quoted for the one way train tickets back home that evening or the £1200 for the flights back home. Both hotels in Brentwood were fully booked therefore my friends mother had to source us a hotel in Enfield which was a £50 taxi fare away and given the amount of us we needed to pay for two taxis there. We booked four rooms at the Premier Inn, Innova Park in Enfield at £79 per room. We then had to pay for breakfast on top of this as that was a room only rate. We then had to pay for taxis back in to Brentwood that evening as the whole point in the trip was to meet people in there that night.in total we had to pay an extra £316 accommodation, £240 on taxi fares and £80 on breakfast. We had to borrow money to cover this as we do not have this kind of money available. I expect full compensation for all expenses spared and for the level of customer experience we received as it was appalling. I hope this can be received as soon as possible. If i do not receive response or solution to this matter in an amicable amount of time I will be taking this matter to my colleagues in the BBC to make the public aware, the ombudsman and Trivago as I found your company through them and I do not think they should be promoting a company that leaves young girls in such a vulnerable position.
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