Met Global

Review: In September 2012 I booked several Hotels in USA through [redacted], with is a part of Metglobal. They promised a good service, but but one Hotel particular - [redacted] in N. Y. was terrible: dirty room, broken furniture, TV didn't work, blocked toilet and bathroom etc. After our complaints they relocated us 3 times. In our way back to Australia we had a reservation in [redacted] again, but they didn't find a room. So after three hours waiting at reception they send us to another Hotel and promised to pay a compensation, but never did. I'm 66 years old and have a strong back pain, so it was very hard after a long journey and 3 hours waiting to move again. I made several complaints to [redacted], but they never paid compensation. My booking # [redacted], the date of this booking 08.**.2012Desired Settlement: Apology and refund $100 USA (cost of relocation and inconvenience).

Business

Response:

Dear [redacted],

Thank you for bringing this case to our attention.

We have checkced our system and the booking date is **/11/2011 and for the periods from **/08/12 to [redacted]/12. We have checked all records and resources and we habe not received any feedback/message/email/query from our client under the reservation [redacted]. He didn' advise us the relocation and the hotel situation of the [redacted] in N. Y. Besides we didn't get any email from our supplier about relacaotion issue onto this reservation. The amount of this reservation [redacted] rate is 586.00AUD, not USA700. [redacted] had advised this case very late becouse hotel and our supplier cannot investigate this issue to get a correct information. We have also asked our supplier to look into this case but they have refused ans has stated very old issue and they haven't had any relocation from the [redacted]. We need proof about the name of the staff who promised 100$ compensation and the hotel photos showing the room situations. What is the name of the staff and title advised the client about the compnsation?What is the name of the alternate hotel?Also, our emergency number phone number is on the voucher and he did not contact us. Our supplier and we are unable to investigate this case without any proof.Our client can create a ticket on his otel com account by choosing My Trips and My Queries after log into his acount. He can advise us the proof with further explanations on the query.

Best Regards

Review: I booked a hotel in Florida for Tuesday-Sunday February [redacted], 2014, at Country Inn and Suites Universal, [redacted]. My flight was canceled from Hartford Bradley Airport in Hartford Ct. due to ice and snow. I then rebooked the flight for Friday, Feb *, 2014. I called the Hotel to cancel when I was notified by email by the carrier which was on Tuesday Feb. *, at a little after noon. The hotel told me to call Hotelbeds ([redacted]). I did so via email and phone calls.

My problem is that the Country Inn and Suites Universal told hotelbeds ([redacted]) that I arrived and stayed at their place on Wednesday Feb. *, 2014. I did NOT even use the hotel. I never went to nor stayed at Country Inn and Suites. [redacted] refuses to refund me $397.76 minus a one day penalty($81.) for a late cancellation for a total refund of $316.76. I have called [redacted] only to reach Istanbul Turkey. They have answered my emails with denials, stating that the hotel charged them! I have called the NYC office only to be told call earlier tomorrow. I did but they did not pick up the phone. I have been emailing [redacted] since February *, 2014. I have called hotelbeds [redacted]. As per email responses saying the Country Inn stated that I DID stay there, I have called Country Inn twice, had the [redacted] research and discover the problem, speak to the [redacted], and verbally be told each time that they would in fact refund [redacted] the $316.76. [redacted] has refused to respond to my queries as to the refund, claiming the case is closed. I have twice sent copies of my rescheduled flight on Friday Feb. *, and copies of my staying at a different hotel for the dates Feb. [redacted], 2014, to no avail. Please help me get to the bottom of this situation where I keep getting bounced back and forth with NO refund!Desired Settlement: I would like a refund of $316.76.

Business

Response:

Dear Partner,

Thank you for your message and sorry for the late response. Many thanks for passing these details onto us and apologies for any inconvenience caused to the client.

Please see the message forwarded to the guest side as below by [redacted] ;

''Dear [redacted],

Thank you for your message.

Please be informed that we have contacted with our supplier and hotel.We were informed that you arrived to hotel the day after your original date and hotel charged us full amount.

We are not able to refund any amount for this booking.

Please let us know if you need further assistance.

Kindest Regards

Please let us know if you need further assistance.

Kindest Regards

Customer Service Support

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have gotten a verbal communication from Country Inn and Suites Universal twice in which they acknowledged their error of charging you for my stay. Each time the clerk spoke with her [redacted] and was told they would refund [redacted] (Hotelbeds). I believe you and I believe them. I need YOU to call Country Inn and Suites Universal to verify that I DID NOT STAY THERE. Once verified to you, refunded to you, you will be able to refund me. This is a considerable amount of money. I agree I must pay the one day penalty for a late call. I am being honest with you. Please see my proof that I went to Florida at a different day and did NOT stay at the Country Inn.......[Your Answer Here]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear [redacted],

Thank you for forwarding [redacted]'s comments regarding her reservation [redacted].

I have reviewed this case and I can see that [redacted]'s refund request has been dealt with by one of my colleagues. We have forwarded [redacted]'s refund request to to our local provider and the hotel. The response we received was that [redacted], the [redacted], informed that [redacted] did arrive the day after her original arrival and that the hotel will charge for the entire stay. As the hotel have advised that they have charged this booking in full, we are unable to make any refunds in this case.

If [redacted] is not satisfied with this response, she would need to provide a written confirmation from the hotel that they are willing to refund. This document would need to be sent to us directly. As the situation is now, we will unfortunately not be able to take this matter further.

[redacted] is welcome to contact us directly through ticket query [redacted] if she has any further questions regarding this case.

Kind Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

I will have to follow up with Revdex.com in Orlando, against the hotel.

Review: Accidentally made reservation for wrong day, called within the 24 hours and they wouldn't change or cancel reservation or be willing to help at all.Desired Settlement: To be refunded the payment we made to the company because we did not actually stay at the hotel.

Business

Response:

Dear [redacted],

Review: On July [redacted], 2013, I used [redacted] to reserve a room at the Comfort Inn and Suites Ocean Front hotel on [redacted], **. on July *-July **. Upon arrival, the desk clerk notified me that I had just been victim of a scam. He stated that [redacted] has been advertising the Comfort Inn and Suites on [redacted] to customers, all the while, booking them in a Comfort Inn twenty-five miles away in Chesapeake, Va. After calling the Comfort Inn on [redacted], I was informed that I did indeed have a reservation there (although my confirmation letter clearly states Comfort Inn and Suites, Virginia Beach, Va). After spending hours on the phone and internet trying to get in contact with [redacted]/Met Global, it is very clear there is nothing else I can do. The customer cr provided through their website is a dead end, as well as their email address. I have not been contacted by [redacted], nor have I been refunded any of the money.Desired Settlement: I would like a two-night stay in the Comfort Inn and Suites Ocean Front hotel in Virginia Beach, Va that I paid for, in addition to a total refund.

Business

Response:

Dear[redacted],

Review: I booked a hotel, [redacted] in Sharjah on October [redacted] for stays from Jan [redacted] to [redacted]. The reservation was non cancelable and non refundable. A few weeks later, I found out the [redacted] hotel doesn't exist anymore and has been taken over by a new chain, [redacted]. The original advertisement for the [redacted] hotel neglected to mention this. When I approached [redacted] for a refund of the hotel reservation, they informed me its my responsibility to get the hotel to state they won't honour the reservation when in fact this is a breach of a contract where the performance of that contract is no longer possible.Desired Settlement: This is a clear breach of contract in [redacted] being negligent in not mentioning the hotel would not exist anymore as well as their unwillingness to refund my money. They are the agent and it is their responsibility to refund my money on the basis that the contract cannot be fulfilled as the hotel no longer exists.

Business

Response:

Reservation [redacted] is booked and confirmed momentarily on [redacted] system. [redacted] has never sent any notice stating that the hotel won't be accepting this booking. This booking is also confirmed through our 3rd party supplier and there are no current issues with this booking. If the booking wasn't going to be accepted by the hotel, we have full responsibility over the situation and guarantee a full refund or an alternative hotel depending on clients request. However since this booking is confirmed at the hotel "[redacted] (formerly [redacted])", as per the cancellation policy of the booking we are unable to provide free cancellation since cancellations are assessed a full penalty. We won't be having any contract breach problems for this booking since we are handling name changes frequently and the hotel itself remains the same. We can only provide a solution or a compensation for this case if the hotel actually states that they are unable to honour this booking, which is not the case at the moment. This booking is also currently confirmed at the hotel with the internal confirmation number [redacted]Firat S**Customer Experience Specialist.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

- [redacted] did not mention that the old hotel was going to be under new management in the hotel posting originally despite the R[redacted] chain knowing about this many months ahead of time - When I emailed [redacted], on the R[redacted] website I did not get a response as to whether the reservation would be honored. - [redacted] did not specifically contact Swiss Hotel and get verbal or written proof from the management that they intend to honour the reservation. They are just making assumptions and letting the customer deal with the problem upon check in.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

The booking is currently confirmed in the hotels system. As a 3rd party hotel booking website, we are unable to provide confirmation letter directly from the hotel just like other platforms. This booking is, and was always confirmed in the hotel properly without any problems caused due to management change. There was no inconvenience caused to the client because of hotel management change, booking was confirmed and provided as promised.

Review: We booked the Vistana's Beach club in florida through [redacted]. Their website shows the Revdex.coms logo, and when you click on it Met Global's (their parent company) certificate comes up.

We were disappointed to have to cancel our trip, but as [redacted]'s website states "No Booking Fee! No Amendment Fee! No Cancellation Fee!

If you cancel within the hotels cancellation period", and we got a nice message acknowledging our cancellation I never thought there would be a problem.

Booked, January [redacted] 2014

Cancelled February [redacted] 2014

Reservation was for: March [redacted] - [redacted] 2014, a 2 bed villa

$1600.21

They have NOT refunded any money.

We have contacted Otel numerous times, 1stly they stated that the hotel had charged them, so they had to charge us.

Then they tried to tell us that it was the cancellation policy that we had agreed to upon booking, Again that is not true. The cancellation policy for the hotel we booked (through the website where we booked) has a grace period in which to cancel, a month before requires a total refund.

And finally Otel tells us that their 'agency' has charged them and so they have charged us... But Metglobal say they have no access to information regarding Otels dealings...

We contacted the hotel, they state that they have not and will not be charging for the room, as it was cancelled well before any booking penaltys would be effective. The hotel (Vistana's beach club) continue to try to remedy this situation, and have reached out repeatedly to Metglobal to try to get this sorted on our behalf.

We would be very grateful for any help you may be able to give us on this matter,Desired Settlement: $1600.21 refunded immediately

Business

Response:

Dear Partner,

Many thanks for passing these details onto us and apologies for any inconvenience caused to your clients.

Please note that, the related department already solved the problem with the client under [redacted] ticket number.

Please let us know if you need further assistance.

Kindly Regards.

Metglobal

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

They have not refunded anything.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

*

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Otel has contacted us directly, and finally seem to be trying to get this issue resolved. We reject that the booking made was non-refundable, and maintain that both the hotel and Otel's cancellation policy allowed us to cancel with such a long time before the vacation was set to take place.

We are heartened to learn that they have been trying to waive the cancellation charge, and now as the hotel states they did not take any money, we should be able to get this resolved. However it is not resolved yet.

Thank you for your help with this matter,

Sincerely

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

*

Business

Response:

Dear Revdex.com,

I would like to kindly inform you that as we are not working directly with the hotels, we have hotel suppliers between our company and the hotel. This is the reason why we have cancellation deadlines. Unfortunately, clients need to check the cancellation deadline of the reservation at the time of booking. As this is a non-refundable booking, we are not able to refund the amount as we have already paid for this reservation.

Regards,

Review: Metglobal LLC is publishing a rate without the hotel consent. We have customers calling to confirm their reservation but the reservation never reached us! We are requesting our hotel to be removed from their database.Desired Settlement: We want our hotel removed from your database!

Business

Response:

Dear [redacted],

Thank you for your message.

I have forwarded this issue the related department and they will get back to [redacted] directly in order to resolve any problem.

Kind Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Booked airport transfer didn't show up. [redacted] supplier didn't answer the phone on numerous attempts to contact them. [redacted] is refusing to refund the cost of the transfer and reimburse me for the taxi fare.

I booked a hotel and round trip airport transfer package with [redacted]. The reservation number with [redacted] is [redacted]. The transfer was to be provided by [redacted] supplier - [redacted] Ltd. I had no choice in the company providing the transfer. Per voucher provided by [redacted], [redacted] were supposed to wait for me in Montego Bay airport holding a sign with my name on it.

On arrival, nobody was there. I took me awhile to find a booth for [redacted], with no representative there. The booth next door took a pity on me and called them multiple times before anybody showed up. But at least I got my transfer out of the airport. The representative told me that my hotel will have [redacted] representative in the lobby so all communications should be painless. That was a lie. No representative on site.

The [redacted] booking process included the outgoing flight time, but no pick up time. I tried to call [redacted] from the hotel concierge's desk for 2-3 days, multiple times a day to confirm the pick up time. Nobody answered the phone. Per hotel concierge, this was typical for [redacted], as it happened to several other guests before.

On December *, on the way back to the airport the transfer didn't show up. The hotel guest services representative called multiple times to several numbers they had available for [redacted] leaving them multiple phone messages. Nobody answered the phone or returned phone calls for about an hour. I was about to miss my flight and had no choice but to get a taxi. Per hotel guest services, this was the 3rd - 4th time that week alone when [redacted] either didn't show up or was extremely late (1 hour +).

On my return, I contacted [redacted] on December ** 2014. My complaint was closed on the spot and I was told I should have called the [redacted] toll free number to resolve the problem. I replied that their US toll free number doesn't work in Jamaica, which is where I was. At that point, the complaint was re-opened and I was told that they would contact the supplier, i.e. [redacted] and get back to me. Subsequent to that I sent [redacted] multiple messages and eventually I was told that it would take 24-48 days to get an answer. My answer came on January **, and I was told that the driver was there, that I never contacted [redacted] for assistance, and the trip was invoiced and I will get no refund and no reimbursement for the taxi fare.

It's my understanding that [redacted] is famous in Jamaica for their complete inadequacy and absolute lack of any customer service. It was [redacted]'s choice to contract this company, and therefore they should be responsible for what [redacted] did to me.Desired Settlement: I am looking for a refund of $80 taxi fare + refund of the $40 airport transfer and a sincere apology for ruining my vacation.

Business

Response:

Dear [redacted],Thank you for bringing this to our attention.This is about return transfer, clients said the return transfer didn't show up.We have received client complaint message on ** December 2014. We have contacted our local supplier and the supplier has contacted their local supplier for the tranfer issue. We have been informed that the driver was at the hotel waiting for the clients and they did not showed up. They also state they have no records having been contacted for assistance.Please kindly be informed that we have recived a chargeback for this booking. We have contaced our local supplier for the transfer issue again. Our chargeback team in contact with client and bank for this issue. Our chargeback team will inform the bank and the client will get the final information from their bank.For your information.If you need any other help, please do not hesitate to contact us.[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The [redacted] statement that their supplier (i.e. [redacted]) has no record of my request for assistance is not in touch with reality. [redacted] DOES NOT ANSWER THEIR PHONE. I tried to reconfirm the return transfer on arrival. I called several times a day for several days in a row (certainly not what I want to keep doing on vacation). The hotel called multiple times when the transfer didn't show up, and again, nobody answered the phone. It's very convenient not to have a record of the request for assistance, if you never answer your phone. I did dispute the transfer amount with my credit card, since the company has taken the position defending their supplier at the expense of the customer. I guess it's pointless to ask for an for an apology when dealing with [redacted].

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.Sincerely,[redacted]

Business

Response:

Dear [redacted],Thank you again to bring the issue to our attention.The cient's all current comments have been passed our charge back department, they have been trying to get the refund of the round trip transfers. The client have a charged back from their bank for the both her hotel booking and transfers booking. The deparment is dealing this case and thet are keeping in touch with the client email [redacted]. They are going to advise client bank the charge back outcome after they got the trasnfer supplier final response.This case is been handled by our charge back department.Kind Regards,

Review: I made a reservation using [redacted] website on August ** around 10 pm. After getting the confirmation I had reservations about the website being legitimate so I immediately cancelled about 1 hour later. The website says there is no cancellation fee as long as as you cancel within the time frame set by the hotel. I checked directly with this hotel and they assured me the cancellation was made more than 24 hours before and that there should not be a cancellation fee. I want the charges made to my credit card reversed.

The reply I got back from them is:

Sep [redacted] - 12:02

Dear Xxxxxxxxxxxx, Thank you for your message. We are sorry to inform you that, due to cancellation policy of your accommodation voucher, your reservation [redacted] at Q[redacted]heck-in:2014-08[redacted] and Check-out:2014-08-** is non-refundable. Therefore, unfortunately no refund will be issued. Please let us know if you need further assistance.

This is the confirmation email I got from [redacted]. The is no mention of non refundable charges.

Dear Xxxxxxxxxxxxx Thank you for choosing [redacted]

The details of your reservation confirmation are as follows:

TRACKING NUMBER : [redacted]

Hotel booking details:

RESERVATION STATUS : Confirmed

DESTINATION : [redacted] HOTEL : [redacted]HECK-IN DATE : Aug **, 2014

CHECK-OUT DATE : Aug **, 2014

ROOM TYPE : King Suite Non Smoking - Double

MEAL PLAN : Room Only

Total price : 144.50 USD

/**/

GRAND TOTAL PRICE : 144.5 USD

Taxes and service fees included in room rate.The total amount for this reservation has been authenticated and charged. Charges will appear on your credit card bill under the name [redacted] I[redacted].Please click here to view and print the voucher ([redacted]) You may also view and print the voucher by logging on to My Account section on the www.[redacted] website.Desired Settlement: A refund of $144.50

Business

Response:

Dear [redacted],

Thank you for forwarding [redacted]'s message.

I have checked our records for reservation [redacted] and I can see that [redacted] made the booking under a nonrefundable rate. This information was provided under the section “Booking Details” at the time of booking. The information is also clearly displayed on the accommodation voucher. When a customer confirm a booking with [redacted], he or she also confirm the conditions of that specific booking.

As [redacted] cancelled a nonrefundable booking we are unfortunately not able to issue any refund in this case.

If [redacted] have any further questions regarding this case, she is welcome to contact us directly and we will be happy to assist.

Kind Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The reservation was cancelled about 90 minutes after making the reservation. The hotel manager confirmed that the reservation was cancelled within the time frame allowed, and no penalty should be assessed. If the hotel doesn't demand a cancellation fee why should [redacted] profit from it? I am now more that ever convinced that this website's mission is to scam the public.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here

Twice the business has said that they would check with another department to see if the charges could be waived and report back to me shortly. I am still waiting for an answer. Until they waive the charges, I will not be satisfied.

I do want to state that the reason I cancelled the reservation in the first place was because after getting the confirmation I called the hotel directly to see if they had a record of it and they didn't at that time. Perhaps it takes awhile for it to show up in the system, but it couldn't take the chance of not having a room when I showed up at the hotel. I remember seeing on the website no cancellation fee prominently displayed, where as the non refundable part was buried in a separate window tab that wasn't notice by me until after all this mess happened.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear [redacted],

As previously stated, [redacted] had made the reservation with non-refundable conditions and as such we were unable to confirm a refund for her.

We are currently chasing the hotel again to see if any action can be taken to revert any of the charges, however, we have informed the client of the same conditions also stated on the voucher and while making the reservation.

She will be informed via ticket number [redacted] if any refund can be provided after taking second follow-up action with the hotel.

Sincerely,

Review: I pre paid for a hotel booking with Otel.com on May, **, 2014 the tracking number for this order is [redacted]. Not only was my hotel room not booked when I arrived but I was forced to pay an extra "resort fee" which totaled $60.48. The confirmation email clearly states "Your booking for Excalibur Hotel Casino has been pre paid which means you won't pay again at the hotel for your stay." Not only was I charged the $274 upfront when I booked but I was charged the entire amount of the room including the 60.48 for "resort fee's" totaling $575.68. Now the hotel says that I will be receiving a $515 refund but that still has not gone through and still leaves $60.48 for me to cover which I should not have to.Desired Settlement: I would like to receive the full amount totaling $575.68 for room and resort fee if the room cost is not refunded like I was told it would be. If the room rate is refunded I am only owed $60.48 for the extra "resort fee".

Business

Response:

Dear [redacted],

Thank you for forwarding [redacted]'s comments regarding his recent booking with otel.com.

Unfortunately, the hotel had some problems locating the reservation upon [redacted]'s arrival. This issue was later resolved and the booking was reconfirmed with the hotel. According to the hotel, [redacted] was only charged for incidentals at the hotel and not for room accommodation.

Regarding the resort fee, this is a tax/fee imposed directly by the hotel and needs to be paid by the guest on spot. This is also mentioned in our terms and conditions.

If [redacted] has any further questions or concerns, he is welcome to contact us directly through ticket query [redacted] which is related to this case. [redacted] can access the query from his otel.com account.

Kind Regards,

Review: I went on [redacted] website, choose my hotel at 469.68 used my credit card to pay for it. The website said thank you.... processing.... it said it would redirect me to the confirmation page but it went back to the home page. I called the customer service and the agent said to do it again cause it did not go through. I went to do it again and the price went to over 1300.00. I cleared all my cookies on my browser and the cheaper price came up. I choose this again and continued to book. The exact same thing happened to me. I called [redacted] and he said he can not help me that it must be my credit card. I asked him to book it over the phone as there website said they do that but he would not do it. He said they don't do that and that he couldn't help me. I said I just want to book the price that's displayed and he said that they could not do that. I asked to speak to a supervisor and he said that theres no supervisors in the office. I called back 8 hours later and he answered the phone again and said he was unfamiliar with my issue. I just want what is offered!Desired Settlement: I just want the offered hotel fare and help.

Business

Response:

Dear [redacted],

Thank you for your message.

We are sorry to hear that [redacted] does not feel fully satisfied with the service provided by [redacted].

Unfortunately, we do not make reservations over the phone and thus all our customers need to make there bookings directly on our [redacted] website.

The most likely reason why [redacted] was unable to complete the booking is that there was an issue with the provided credit card. In this case, [redacted] need to check directly with her creidt card company to clarify if it is open for internet use and international transactions.

One of our Customer Service Agents will get back to [redacted] directly as well regarding this case.

Kind Regards,

[redacted]l

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I received my response from them. They also emailed me to send them a screen shot of the new price. I did. There is not a problem with my credit card as I booked through the Hotel yesterday.

[redacted] did not inform me to call my credit card company and explain this to them on the date I tried to make the purchase.

The agent said your credit card does not work, and sorry I cannot help you.. He advised me to try a different hotel. I asked to speak to a [redacted] to straighten this out on that date and he said there was no management on site for 3 hours. I called back in 8 hours I believe and he answered again and said the same thing that they did not have any management on site. On the website in FAQ is does say that if you have problems booking that they will help you over the phone. They did not as I was told that they can not do this. After I booked the first time it did not work so I was told to go back online and do it again, the price went up. I cleared my browser and the price went back to the original amount. I tried again, and it did the same thing. I asked them to speak to someone that can help me and I was told that no one could help me. They said it was to early in the morning to have someone helping me, that no one was available to do so.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This is crazy.. [redacted] is a misrepresenting company. They would not follow through with what they advertised. The price never changed. I cleared my cookies and for some reason it was cheap again. They would not take my booking over the phone like they said. The problem would of been solved there because I had the price I wanted on line at that time. I will never use that travel site and I will make it known to everyone I talk to not to use them.. I even phoned Treasure Island in Las Vegas to tell them they were misrepresenting them. I hope that everybody sees this cause it is a waste of time and money for me. This company is a horrible company. I will never book through them again.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear [redacted],

Thank you for your message.

We feel sorry that our valued user is not happy with our service but we would like to clarify, it is really certain for the rates are always subject to availability. They may always go up and down.

Please let us know if you need any further assistance.

Review: I reserved a hotel room through [redacted] and received confirmation of the reservation in mid-March for a trip to Chicago in early June. Last week I received an email from [redacted] stating that they could not honor my reservation, but I could choose from a list of five hotels for the same price. Each of the hotels offered have lower ratings than the hotel I reserved and I would not have paid the same amount for them if I had chosen to reserve one of them back in March. I inquired about this and was informed that they have the right to do this per the terms and conditions that I agreed upon. Apparently this is true, but this was buried in the fine print. This is a very unconventional business model compared to how hotel rooms are typically reserved and should be highlighted instead of hidden from the consumer in fine print.Desired Settlement: I would like my original hotel reservation to be honored.

Business

Response:

Dear [redacted],

Thank you for your message.

I have checked our records for [redacted]'s reservation and I can see that due to an unforeseen situation we have been informed that the hotel is not honouring the booking.

Unfortunately, relocations do happen and in this case we received information about this prior to [redacted]'s arrival and offered him some alternative hotels. Kindly note that [redacted] need to get back to us directly through the query that was created regarding this case in order to proceed with the matter.

Please let us know if you need any further assistance.

Kind Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

A solution was not offered by [redacted]. They just restated what they have already told me. They state an "unforeseen situation occured". What was this situation that caused the cancellation almost two months after charging me for the reservation?

Sincerely,

Business

Response:

Dear [redacted],

Thank you for bringinf this case to our attention.

Regarding [redacted]'s booking [redacted], the Palomar Chicago A Kimpton Hotel had to face a lastminute unforeseen overbooking situation and they couldn't confirm this reservation. They have advised us and our team dealt this case by contactacting the client. We informed 5 diffent hotels with same categoty in the same location on 05/**/14 on the query [redacted]. Our terms and conditions state about hotel unable to provide the accommodation booked. However, the client didn't accept any alternative which we offered. He wanted to cancel the booking [redacted] on the query [redacted] on **/05/14 and we processed it and refunded in full on **/05/14.

We have already explained this issue to our client on the same query on **/05/14.

We cannot do any more on this matter. We have follwed our terms and the guest didn't accept the another alternative.

Best Regards

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have already stated my complaint and it has not been sufficiently addressed.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Trivago, aka otel.com and MetGlobal is an online hotel booking service. On 6/**/13 I contacted their web site, filled in the appropriate info and tried to book a hotel in San Francisco, the da Vinci Villa. The web site reported an error in processing and to re-submit my info. Prior to doing their recommendation I went to my 5th/3rd bank account and on 12:14 pm on 6/**/13 they debited my account by $226.10! I called customer service and after multiple attempts spoke with an [redacted] person who I could not get to understand my issue. They wanted me to send them a bank statement by email. How preposterous. I'm lucky to get voicemail off my phone. My card been destroyed and I await a new one.(7-10 days). I have to filed a dispute with the bank examiner to get the money back into my account.Desired Settlement: plus damages for my angst and efforts trying to resolve this issue.

Business

Response:

Dear [redacted],

Thank you for your bringing this issue to our attention,

I applied for an advertised position with [redacted] ([redacted]) on indeed.com (Clerical Assistant $16/hr). Shortly afterwards I received an email back saying they would like to offer me the position of 'Billing Clerk' for $21.00/hr, after they had checked my references.

They didn't check any references but I got an email back 2 days later saying they were offering me a probationary period of 5 days:

" I am glad to offer you a probationary period in our company with an opportunity

to become "Billing Clerk". The probationary period is conducted in lieu of initial

interview. During the probationary period you will be required to fulfill several tasks which represent the main duties of Billing clerk. On completion your performance

will be assessed and you will be invited on the final interview in our

new office. The probationary period lasts for 5 working days only and it is 'compensated on bonus basis'.

What this basically means is that I work for them for free for 5 days and they would compensate me on a 'bonus basis', which really means if I drummed up enough business for them (and who knows what 'enough' would be).

Initially their emails (I have them on file) are very promising but as you can see from the above paragraph, everything's worded in such a way that legally they don't look like they're doing anything wrong but it's all misleading.

Review: On November **, 2014 I booked a reservation for the Banff Aspen Lodge on Otel.com. (Reservation # **) I realized immediately that I had mistakenly made the reservation for the wrong night and proceeded to follow the directions on the website to cancel (attached are screen shots of both reservation and cancellation confirmation).

The charge on my card was as follows: [redacted]

After 14 days - I phoned the customer service phone number asking where my refund was - I was told that there was a problem with my bank and that there would be a delay in getting my refund - but don't worry - it would be coming shortly. I called again 5 days later and received the same answer.

I then took to social media to try and get a response - I used Twitter to contact the Otel Support desk and received similar answers - "Your refund has been issued already. But it takes some time to be refunded." This was on NOVEMBER **!! It is now December 24th, 2013 and I have not received the refund for $121.62

I would like my refund back on my VISA immediately.Desired Settlement: I would like $200 CDN refunded onto my credit card to cover the cost of the initial charge, the interest charges incurred and my time spent in dealing with this matte

Consumer

Response:

To whom it may concern,

Please find attached screen shots of my original hotel booking, the cancellation confirmation and the twitter conversation with Otel.com's customer service.

Please let me know if you require any extra information.

Business

Response:

Dear [redacted],

Review: On 5 seperate occasions I attempted to book a room at [redacted] Hotel in Key West Florida for the advertised rate of $368 us dollars per night for 3 nights starting march **, 2014 thru March **, 2014. Every time I enter my card information the system kicks me out not confirming my reservation. Numerous calls to customer service with no help and only the explanation my card must have been declined, I called the bank and this was not the case.after being booted out of the system and attempting to navigate through the otel website to attempt to book the room,the rate is miraculously much more money, and in line with the otel competitors rates, this same miraculous price change occurred 3 nights in a row. Another call to customer service and again no help or offer to book the room over the phone.Desired Settlement: After 4 nights trying to book the room at the very least the room at the advertised rate.

Business

Response:

Dear [redacted],

I received an unsolicited email from this company. Per my usual habit, I looked for an 'unsubscribe' function. There is none. A customer must 'create an account' in order to unsubscribe. NO! I will not give them personal information...it is nearly a phishing violation. I contacted their customer service representative by live chat ("[redacted]") who had no authority to remove me from their list unless (you guessed it!) I created an account. I will never use them as a booking agent if there policies are this unfriendly.

Review: On December **, 2014 I made a hotel reservation ... the computer screen originally showed the correct dates I wanted ... but then when I hit the booking conformation the wrong dates appeared. I immediately looked at the web site for a telephone number to call .. and non was displayed ... so I logged in to my reservation and immediately cancelled the reservation for jan * 2015 which was 13 days out and the wrong date. First I got a booking confirmation email .. with nothing stated about a no refund policy. I then immediately got a cancellation email with a lot of blanks not filled in about my charges and cancellation penalties .. again no statement that this booking was a no refund booking. The cancellation email and my login both stated that refunds would be processed 7-10 days. So today .. on day 11 checked my credit card .. no refund .... so I finally found a 866 toll free number to call after digging on the companies web site. Immediately the customer service rep. said it was my fault .. this was a no refund booking and why didn't I read the cancellation policy .. which was not in plane site .. not highlighted and there was no indication when making the booking that this was a no refund booking. The customer service rep was not customer service helpful nor friendly .. he was right from the start defensive and blaming me for calling on the day of the booking .. which is not true. He didn't want to hear that I cancelled the booking within 60 seconds of making it ... There was no red flagged notice of a non-refundable booking when I made it on the web site ... there was also no visible customer service number to call on the booking screen fro help ... only an email link.Desired Settlement: I want a full refund credited to my credit card.

Business

Response:

Dear Revdex.com,We would like to point that each booking has their own cancellation policy and can be clearly seen on the website under "booking conditions" link before confirming the purchase and also written on the prepaid accommodation voucher. Clients can find our contact information on "contact us page. For this booking, it looks like client made a booking for the wrong dates and wanted to cancel it free of charge. However, after checking our records, I can see that they applied for a charge back procedure through their bank and our related department is currently in contact with their card issuer bank. Hereby, they can get more information from their bank about the case.For any further queries, please kindly contact us back.Regards,[redacted]

Review: I booked a hotel through Otel.com on July **, 2014. I tried to cancel the booking before the July ** deadline, but no one answers the phone or email. The company said they would send me a password for my account. I cannot login to the account to cancel because I do not have a password. I set up a new account and emailed them requesting to cancel the transaction. No response. I just read reviews on [redacted] cautioning users that this is not a reliable company and that it is a scam.Desired Settlement: I want to cancel this transaction immediately.

Business

Response:

Dear [redacted],

Thank you for bringing this to our attention.

Pleased be advised that our client reservation ([redacted]) has already been cancelled and refunded today. We had received [redacted] cancelation requests which have been dealt and responded ( with the query numbers [redacted], [redacted], [redacted], and [redacted] ).

I have sent our client an email today and have assisted her password to login her otel.com account and have responded her booking made cancelled.

Best Regards

[redacted]

Metglobal

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The charge appeared on my credit card today, and the credit has not been posted.

I did receive the messages from the company that they cancelled the booking, but I have not received the credit yet, so I will wait until that is confirmed to close out this complaint.

Thank you very much for your assistance.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Hello,

I have booked a hotel "Club Magic Life Water World Imperial Hotel" in Turkey through their website. There can be no mistakes it was advertised as “...water world...” but on the confirmation note there was different hotel listed: “Club Magic Life Belek Imperial Hotel”. These are completely different hotels both around the same city but have very different profiles.

Upon reception of the note the customer support was contacted immediately within 2-5 minutes after the card transaction has been committed ([redacted] February at ~16:35). The support person suggested we make the query via their website [redacted] and that was done while on the phone with him.

The next day I received a response from another customer support person claiming that it was my mistake and suggesting that the cancellation fee applies.

As long as we raised it with the customer service pointing out the description issue, I was surprised to find out that the mistake has been corrected promptly after my request, obviously trying to hide it from me. [redacted] cached pages still can prove that the mistake was in place before and I have screenshots proving this.

Also the cancellation due date on the confirmation voucher was listed as [redacted] of February while booking was made on [redacted] which is nonsense.

My initial query to the support was also regarding cancellation, which wasn't actioned in any way still.Desired Settlement: Full refund, no cancellation fees should apply

Business

Response:

Daer [redacted],