I arrived at the hotel and went to the front desk to check in and was told that the hotel was completely booked and that they did not see my reservation. I called travelocity and I was on hold in a hotel lobby for over an hour while I grabbed my Fiancees (which we were celebrating our engagement) phone to hold try and call at the same time. I was on hold for over 55 minutes with call number one (who was with a person I could barley understand due to his dialect and accent I was hung up on. I reached someone on phone number two she was apologetic and sympathized but blamed the hotel (the hotel blames Travelocity) So an hour and a half of standing in a hotel lobby with a phone up to each ear being embarrassed and humiliated that I am standing in the middle of the Sheraton in front of my fiancee saying we may have no where to stay. Needless to say that nights plans were ruined we were an hour and a half behind on the things we wanted to do. I was told I would be refunded my money but I still show a charge to my account. The customer service person I just spoke with told be that secret hotels are non refundable but then changed her story and told me the refund takes 7-10 business days. I will not use travelocity ever again and will advise anyone not to use travelocity.in fact if you use travelocity look at the price you could potentially pay and call the hotel I found out that some hotels will price match 3rd party companies such as travelocity. This is not right as I did not cancel my reservation travelocity failed to provide me the service which I paid for and is not listed as one of the reasons on their own Travelocity Top Secret Hotel: Change and Cancellation Policies. I will stick to my word that I will never use travelocity again.
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