I paid for an All Inclusive (A.I.) package through Orbitz.com (whom I have dealth with numerous times) at the Faro Mazatlan Beach Resort. I printed my "My Itinerary" confirmation from Orbitz, which shows my total package and the "All Inclusive" for this resort. Upon arrival, the Resort, told me we did not pay for All Inclusive, even when I showed them a copy of the Itinerary. It took 3 days before I could get through to Orbitz, who failed to call the hotel or e-mail me back after my first 3 e-mails. On Monday Feb. 11, the resort called Orbitz, and after speaking to a Paige in the vacation Package division, she confirmed to me and the hotel that I did pay for A.I., Faro told Paige to contact their booking division giving her the phone number. Continually checking back with the Resort Staff, they told me they had not been contacted from Orbitz and thus I did not receive any benefits of A.I., not until 9pm Thursday before my departure on Saturday, the Resort offered to give us the wrist bands, I told them it was to late in the week, and that I wanted a refund between the difference, this was ignored as the Supervisor just walked away. I have since been in contact with Orbitz, the disadvantage is that when ever you call you can never speak to the same person, some could be here in the U.S. and others overseas. Today 2/26/08 there is still no satisfaction. I'm very dispointed with Orbitz, and don't believe I'll ever use them again. I'll be putting the word out as much as I can including contacting my Credit Card company to let them know I am not paying this bill!

I booked a reservation through Orbitz for the Dubai Palm. (December 26th, 2007) My card was charged but when I arrived at the hotel - no such reservation existed. The hotel said they did have rooms though (After 45 minutes of not being able to contact Orbitz) but it was significantly higher than my original booking. I then had to find another hotel in this country and it was a little more expensive.

Now, the hard part is getting my money back. I had to call 3 times before anyone even followed through with my complaint. On the third time I demanded to speak with a supervisor. This is also costing me a fortune in overseas calls. And what do I get? The India call center and a supervisor I can not even understand. His English was so terrible we ended up exchanging email addresses because we could not understand each other.

After weeks of emails, I sent all the receipts they asked for. And I still have them emailing me that they did not receive any receipts to refund me. By this time I was livid. I sent the same email 3 times attached to the email trail proving I had sent the receipts. I still hear NOTHING. So after 4 days I emailed them asking if they have confirmation of the receipts. Again, I hear nothing for days. My last email told them I was reporting them to the BBB (By the way there are a lot of complaints for Orbitz) and guess what... 2 days later I have my credit. But still I have not heard back from them. They also told me they would compensate me for the price difference but they did not. And that is fine. I will never use them again. I would recommend you not use them either.

Count me in as another victim of the "credit card charged and no room booked" Orbitz fiasco. This happened to me last weekend (Oct. 20, '07) in Birmingham, AL. I got to the Redmond Hotel and they had no record of my reservation despite my credit card payment to Orbitz and subsequent confirmation. I had to wait 30 minutes while the mess was cleared up (the hotel clerk finally called Orbitz and got the confirmation that way - despite the Orbitz print out that I presented). Thankfully, the hotel was not sold out or I would have been totally out of a room. My email complaints to Orbitz in the aftermath have yielded the exact same form letter twice (in the same thread!). Traveler beware. Skip Orbitz.

My mother and I booked a vacation package with hotel, tours and transport from and to the hotel in Mexico City. Orbitz charged $90.00 for two people to be picked up at the airport to hotel and vice versa. For $90.00 I expected some privacy, and at least a comfortable ride and dated motor vehicle. Instead, we were packed into a van with three other travelers. The van was a 1999 make. The seats were torn and the seat belts in the back inoperable. The driver was a nice guy, I'm not knocking him, but for $90.00! this is outrageous. What made it worse, was the drive back to the airport. This time, we were picked up in an old Toyota, four seater that was worn. The dash board cloth was split and dirty. The chairs old and worn and we had to put in some of our luggage (we only had four pieces) in the back seat. I took the front seat, like a family member to the driver. My mother in the back. This was totally outrageous. For $90.00 we got a $10.00 ride! I complained to Orbitz, but all they tell me is that they have to contact the vendor to work out the "complaint." I have used Orbitz on many, many occasions, but this is totally unacceptable. I am egging myself to go directly to YouTube and make this into a revolution for accountability. The overcharge is seemingly industry practice. It would have been better to simply trust instinct and take a cab directly from the airport.

Outraged! and OVERCHARGED!

Please read on and you will see that I booked and paid for a suite in January 2007 for a trip to Toronto in June 2007. I did not get the hotel nor the room that I paid for. The trip was a total waste and I had to turn around and drive home. When I attempt to get some resolve, Orbitz just keeps giving me the run around and is not communicating with me other than the same automated message to my request for a refund everytime I contact them. Something very fishy is going on with Orbitz. It appears they practice unethical and illegal business practices (i.e., fraud). Any assistance would be greatly appreciated. Thank you. READ ON FOR THE FULL STORY:

(Saturday June 23rd, 2007, Orbitz reply to my request on this date)
Dear Colleen,

Thank you for contacting Orbitz.

With regards to your query, after a guest checks out of a hotel, they
are sent and e-mail from Orbitz asking them to complete a survey on the
hotel. The guest has 90 days to submit the survey.

If have not received a survey, you may revert with your feedback with
regards to the hotel and we will forward it to the appropriate
department.

Please note, Orbitz periodically sends out e-mails after a guest checks
out of a hotel asking them to complete a survey on the hotel. The guest
has 90 days to submit the survey. If you do not received a survey, you may revert with your feedback with regards to the hotel and we will forward it to the appropriate department.

We value you as a customer and look forward to serving you again in the future.

Sincerely,
Lisa
OrbitzTLC
www.Orbitz.com
Orbitz - The faster, easier way to find the trip you want.

Original Message Follows:

In January 2007 we booked a suite at the Town Inn Suites in Toronto for Friday June 22 for three nights. The suite was to have a king bed, a separate living room area and a full kitchenette. The morning of the 22 I called the Town Inn Suites to further inquire about other amenities such as toasters, and the like as we intended to bring some food with us and take full advantage of the suite. We were never told that there was a problem with the rooms. We were told everything is
fine and "we look forward to seeing you". When we arrived we were told the room was not available due to water damage. They then made arrangements to send us to the Bond Hotel. We were told that it would be same except that the Bond did not have a pool. We accepted. When we
arrived at the Bond we were told that they do not have suites, only rooms with twin beds in them. No kitchen, no king beds, no living room area, nothing. It was late, we were tired and we took the room for one night. The beds were horrible, and the room was very tiny. The offered to give us an upgrade, which turned out to be a room with three small beds, not two!!!

We were lied to as to the compatibility between the two hotels. We had brought food with us since we thought we would have a kitchen area, all that was lost. Our weekend was ruined. We are requesting a full Refund, as we did not receive anything we paid for. We have documentation from both hotels to confirm our situation. The manager at the Town Inn Suites is Mila Campian, she is will aware of how we feel about this.

Colleen Walker Orbitz record locator XC7259.

(Thursday, June 28, 2007, Orbitz reply to my request on this date)

Dear Colleen,
Thank you for contacting Orbitz.

In response to your query, we have already forwarded your hotel complaint to the appropriate department.

Please note that, after you check out of a hotel, you are sent an e-mail from Orbitz (following Thursday) asking you to complete a survey on the hotel. You have 90 days to submit the survey.

We value you as a customer and look forward to serving you again in the future.

Sincerely,

Gerrard
OrbitzTLC
www.Orbitz.com

Orbitz - The faster, easier way to find the trip you want.

Original Message Follows:
Dear Lisa -

I have not yet received the survey from Orbitz that you had indicated would come in order to move this matter forward. I need some resolve as this was costly and I was not in anyway provided the room I had ordered and for which was confirmed via Orbitz and the hotel itself that I was to receive. Thus, making this experience/trip a total bust and needing to return home the following morning after suffering one miserable night in that alternative hotel. Please revert to my feedback with regards to the hotel and forward it to the appropriate department. Please confirm they are in receipt of it once it has been done. Should they need to speak with me personally, my home number is XXX-XXX-XXXX. Thanking you in advance for your prompt attention. Sincerely, Colleen Walker

OrbitzTLCService <[email protected]> wrote:

Dear Colleen, Thank you for contacting Orbitz. With regards to your query, after a guest checks out of a hotel, they are sent and e-mail from Orbitz asking them to complete a survey on the hotel. The guest has 90 days to submit the survey. If have not received a survey, you may
revert with your feedback with regards to the hotel and we will forward it to the appropriate department. Please note, Orbitz periodically sends out e-mails after a guest checks out of a hotel asking them to complete a survey on the hotel. The guest has 90 days to submit the survey. If you do not received a survey, you may revert with your feedback with regards to the hotel and we will forward it to the appropriate department. We value you as a customer and look forward to serving you again in the future. Sincerely, Lisa OrbitzTLC www.Orbitz.com Orbitz - The faster, easier way to find the trip you want.

Original Message Follows: In January

2007 we booked a suite at the Town Inn Suites in Toronto for Friday June 22 for three nights. The suite was to have a king bed, a separate Living room area and a full kitchenette. The morning of the 22 I called the Town Inn Suites to further inquire about other amenities such as toasters, and the like as we intended to bring some food with us and take full advantage of the suite. We were never told that there was a problem with the rooms. We were told everything is fine and "we look
forward to seeing you". When we arrived we were told the room was not available due to water damage. They then made arrangements to send us to the Bond Hotel. We were told that it would be same except that the Bond did not have a pool. We accepted. When we arrived at the Bond we were told that they do not have suites, only rooms with twin beds in them. No kitchen, no king beds, no living room area, nothing. It was late, we were tired and we took the room for one night. The beds were horrible, and the room was very tiny. The offered to give us an upgrade, which
turned out to be a room with three small beds, not two!!! We were lied to as to the compatibility between the two hotels. We had brought food with us since we thought we would have a kitchen area, all that was lost. Our weekend was ruined. We are requesting a full refund, as we did
not receive anything we paid for. We have documentation from both hotels to confirm our situation. The manager at the Town Inn Suites is Mila Campian, she is will aware of how we feel about this. Here, this is the first time we have used Orbitz and most likely the last. Awaiting your reply. Colleen Walker Orbitz record locator XC7259.


Your Hotel Confirmation (Received this confirmation from Orbitz on January 12, 2007)…that I had booked the following suite of which I did not get upon arriving in Toronto).

Hello Colleen,

Thanks for booking on Orbitz. This e-mail confirms your hotel reservation .

Please review the cancellation policy and other details of this reservation in the "My Trips" section on the Orbitz site. If you have any questions, you can e-mail us.

Access your account and trip details online with this temporary password: zdRK3cXYErZA

See sign-in instructions below.
Hotel Information

Trip name: Toronto 6/22/07
Orbitz record locator: XC7259
Guest name: Colleen Walker
Hotel name: Town Inn Suites
Address:
620 Church Street
Toronto, ON M4Y2G2
Phone number: 416-964-3311
Check-in date: Fri, Jun 22, 2007
Check-out date: Mon, Jun 25, 2007
Total number of guests: 2
Total number of rooms: 1 room
Executive King Suite - 1 king bed and 1 sofa bed
Rate description: OrbitzSaver - Buy Now and Save!
Average rate per night: $140.51
Amount charged to your credit card: $488.32
Unless otherwise specified, all costs are provided in US dollars.

Cancellation:
Cancellations or changes more than 1 day prior to 4:00 pm local hotel time on the day of arrival are subject to a $25 charge. Cancellations or changes within 1 day prior to 4:00 pm local hotel time on the day of arrival are subject to a charge equal to room and tax for the first night. Cancellations or changes after 4:00 pm local hotel time on the day of arrival are subject to a 100% charge. We are sorry but refunds are not available for early check-out. The hotel is not authorized to make an exception to this policy.