Unprofessional and incompetent
Written: Apr 20 '08 (Updated Apr 20 '08)
| Ease of Ordering: |
 |
|
| Customer Service: |
|
|
| Selection: |
|
|
| On-Time Delivery: |
|
|
|
| Full Review |
I have just had a bad experience with hotelclub.com.
I am a world traveler and have used online tools or sometimes I just go straight to the hotel's website or call them, etc... This time I wanted to book a hotel in Mexico City and I used hotelclub.com. At first, on their website, I filled out all of the required information but something timed out on their website and I was not able to complete the last step, which is to enter my credit card number. So, hotelclub.com DID make the booking anyway but canceled it right away. Within those 5 minutes my reservation was booked with said Mexico City hotel by a London, England employee but since they did not receive a credit card (due to their website's error) they canceled it straight away. The Mexico City hotel received a confirmation for my booking as well as a cancelation for the same booking within 10 minutes. This was all unbeknowst to me at the time. I then proceeded to do the booking again and, this time, I was able to enter my credit card number and I received confirmation that my booking was all in order. I even received the voucher, which I printed, as proof of payment. One month later, on the day I left for Mexico, I called the hotel to see if hotelclub.com had called in my reservation. The hotel said that it hadn't received anything but it was normal because those kinds of bookings were called at the last minute by hotelclub.com/Gullivers Travel. I arrived in Mexico at about midnight knowing about 5 words of Spanish. I taxied from the airport to the hotel and was greeted by very friendly gentlemen who spoke no English at all. I did, however, understand that I did not have a reservation with them. So they helped me get another hotel for that night and I was to come back the next morning to straighten things out with a person who spoke English. I had to pay for a hotel for that night in addition to the 6 days I had already pay online. The next morning I came back and spoke (in English) with a very competent hotel employee who informed me that my reservation had been canceled by someone on London from Gullivers Travel. She showed me the fax and I kept it as proof. The hotel employee also said that they had no rooms at all and that it would be almost impossible to find another hotel now because it was Holy Week in Mexico City. I used my cell phone to call the Chicago office and spoke to an employee who said that my second reservation (made 5 minutes after the 1st one, a month ago) must have slipped through the cracks or must have got lost in translation. I was advised to find a hotel on my own and keep the bill so I could be reimbursed LATER. I was also told not to be extravagant because hotelclub.com would not pay over 70 dollars per night for my room. My cell phone bill was now becoming astronomical because of the roaming charges. I resolved to deal with the matter after my return to the USA because I was already losing a full day of my holiday and I had to cancel plans I had made in advance. Basically, I was never going to do the activities I had planned for that day and would come back to the USA robbed of that opportunity.
It is now April 20 and the matter (started on March 3) is not yet resolved.
I have reported the incident and filed a complaint with the Better Business Bureau and am ready to take legal action. I can't imagine doing MY job like this. I would be fired. Meanwhile, I have been exchanging emails with someone from Sydney, Australia!! London, Sydney...can I deal with someone from NY please?! I have used many internet companies to book hotels and flights but I will never use hotelclub.com again.
Recommended:
No
What product did you purchase or try to purchase? Hotel room reservation
|
|
|
|
Epinions.com ID:
cassagne
|
|
Reviews written: 1
Trusted by: 0 members
|
|
|
HotelClub.com
- Add to My Yahoo!: 
- Add to Google Homepage: 
© 1999-2009 Shopping.com, Inc.