Question: I am writing to you in frustration over how Orbitz has misled me and now will not even admit to its obvious mistake.
I recently booked our annual vacation through Orbitz at Barcelo Maya Palace in Cancun, Mexico, because the resort sounded beautiful and the hotel is new with rooms described as excellent by most visitors.
When we arrived at the resort, we were told that we didn’t have reservations. After much confusion, they told us we were supposed to be at the Barcelo Maya Beach Hotel, the oldest and lowest-rated hotel in this complex.
I immediately contacted Orbitz customer service and spent more than an hour trying to get this resolved. After speaking with several people, I finally was connected to a supervisor, who told me that she could upgrade us to the Barcelo Maya Place Hotel for an additional $2,000, and if I could provide her proof that we were booked at the hotel, they would reimburse us.
Though I was very upset that my family and I were forced to stay at a hotel that we did not choose or want, we tried to make the best of the remaining time there.
After our return, I contacted Orbitz repeatedly to try to resolve this. They have offered me a $75 voucher and now say that the reason my confirmation says the Barcelo Maya Palace is because this is the logo of the resort complex and has nothing to do with my selection. Why do they send confirmation if it means nothing? This is so frustrating. Can you please help or give me any advice? — Donna Savic, Louisville, Ky.
Answer: If Orbitz promised you a room at the Barcelo Maya Palace Hotel, then that’s what you should have received.
I reviewed your e-mailed confirmation. It says your hotel is the Barcelo Maya Palace within the Barcelo Riviera Maya All Inclusive Complex. Any reasonable person would conclude you were staying at the nice hotel — not the dump.
The burden should have been on Orbitz to find a copy of your confirmation and verify that you had been booked at the wrong hotel. I can’t believe the online agency would ask you to spend an extra $2,000 and offer to refund it only if you could prove it made a mistake.
Did Orbitz try to deceive you when you booked your Cancun vacation? I doubt it. This kind of mix-up isn’t uncommon. I recall another case with Orbitz, where a guest believed he was staying at a Reno, Nevada resort but ended up being sent to an adjacent property, where he checked into what he called the “worst hotel room I’ve ever seen.” When I asked about his reservation, Orbitz not only refunded the full price of his stay, it also dropped the hotel from its reservations system.
There are two ways you could have avoided this. First, you could have phoned the hotel to confirm your reservation. That’s always a good idea when you’re booking through a third party, because reservations can get lost. You’d probably be surprised by how many hotels still handle their reservations by fax.
Second, you could have applied the “too-good-to-be-true” litmus test to your resort. Was the price so low that something didn’t seem right? For example, if you’re getting a brand-new, highly-rated, all-inclusive resort in Mexico for $59 a night, you might want to double-check to make sure you’re getting what you think you’re getting.
I contacted Orbitz on your behalf. It apologized for the “disappointing experience” and refunded you $135 for the phone calls you made from Mexico. It also changed the amount of your voucher from $75 to $200.
{ 5 comments… read them below or add one }
The only and best way to avoid this scenario is to book directly with the supplier! Duh!
And her third option would have been to use a professional Travel Agent. I can’t tell you how many times people have said, “but Orbitz has it for $xxxx less”! When I’ve asked them to show me what they have from Orbitz, it becomes very clear that they do not have a quote on the resort that they believe they do – this happens most frequently on the Riviera Maya where one resort chain will own up to 6 properties within the same compound. In these cases it has not been Orbitz that misrepresented the resort, but rather, a person who is not looking/reading carefully.
I do not see anything mentioned about printing out the confirmation and having it in hand when checking in. Did the guest not have proof of what they purchased? If not, that was a mistake.
As for calling the hotel, I find that often makes for confusion and panic, especially on international reservations. Even on domestic reservations, depending on the source of the reservation the hotel doesn’t have the reservation in their system until close to arrival.
A good travel agent would have made sure that her family’s trip wasn’t ruined.
It’s a shame that she had to endure this.
Laura: Yes, a good travel agent probably would have prevented this kind of error, unfortunately, I haven’t found a good agent in all of southeastern Connecticut!