Orbitz

November 30, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the...

comments and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a hotel reservation. We understand the customer is requesting a refund of his hotel reservation.Our records indicate that on October 15, 2016 the customer self-booked a hotel reservation for one traveler. The customer purchased a three night hotel reservation at the Historic [redacted] Hotel, checking in on November 11, 2016, and checking out on November 14, 2016.After review of the customer’s account we are unable to locate any calls into our customer service requesting assistance with changing or canceling the reservation. To advocate on the customers behalf we reached out to hotel. Upon speaking to the supervisor on duty we were advised that when a bellman went to Ms. [redacted] room he witnessed her smoking. Due to this the customer sustained an additional charge and will not be receiving a refund for this reservation.We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

<*pan *tyle="color: black; font-*ize: 11pt;">Dear M*. [redacted], <*pan *tyle="color: black; font-*ize: 11pt;"> <*pan *tyle="color: black; font-*ize: 11pt;">The Better Bu*ine** Bureau ha**hared your recent corre*pondence with Orbitz *o that we...

may a**i*t you further. It i* my under*tanding that you encountered i**ue* while trying to confirm re*ervation* on our web*ite. You never received a confirmation, but your credit card wa* charged for four ticket*, when you only needed two. After *everal attempt*; you were able to get a refund for the duplicate ticket* minu* a $150 penalty. I appreciate the opportunity to review your account, and re*pond to your concern*. On behalf of Orbitz, I *incerely apologize for the di*appointing experience, and the inconvenience thi* ha* cau*ed. <*pan *tyle="color: black; font-*ize: 11pt;"> <*pan *tyle="font-*ize: 11pt;">After reviewing your information, I wa* unable to locate a re*ervation with the email addre** u*ed to forward your corre*pondence. In order for u* to re*earch the i**ue* of what occurred; we will need the Orbitz booking number, the ticket number, and the email addre** for the re*ervation for which you received the refund, and we will be happy to review. <*pan *tyle="font-*ize: 11pt;"><*pan> <*pan *tyle="font-*ize: 11pt;">*incerely, <*pan *tyle="font-*ize: 11pt;"><*pan> <*pan *tyle="font-*ize: 11pt;">[redacted] <*pan *tyle="font-*ize: 11pt;">Orbitz Cu*tomer Relation* <*pan *tyle="font-*ize: 11pt;">Chicago, IL <*pan *tyle="font-*ize: 11pt;">

I booked a return trip with orbitz for my sons military graduation. Due to circumstances I had to cancel after buying travel insurance. They would not refund my money even though is stated clearly on the website that their was free cancellation.

Dear Ms. [redacted], Thank you for contacting Orbitz regarding your seat assignments for your [redacted] Airlines flight. It is my understanding that you are not confirmed in the seats...

you requested. I appreciate the opportunity to review and respond to your concerns. On behalf of Orbitz, I sincerely apologize for the disappointing experience and the frustration this caused you. Please know when booking a reservation via the Orbitz website, all seats are only on request. We must receive confirmation from the airlines stating seats are confirmed or under airport control. Every airline reserves the right to control their inventory and re-accommodate travelers (i.e. schedules/flights, aircraft type/equipment, and seats). Pre-reserved seating is dependent upon several factors: the specific airline; the type of ticket (not necessarily the cost); customer’s frequent traveler status/level with the specific carrier; airline restrictions and policy. Any option for seating via Orbitz.com would be dictated by those factors as well as the airline seat availability/inventory at the time of selection/request. In addition, even after “confirmation” any airline would be able to rearrange seat assignments for a variety of reasons (i.e. security, ADA, family/minor, aircraft weight/balance, overbooking, cancellations/delay, FAA rules, etc.). Nonetheless, please keep in mind regardless of where a ticket is purchased, every airline reserves the right to move or remove passengers from flights/seats/aircraft type, etc. Seat assignments are ultimately the decision of the airline, and we advise our customers that if they have special needs, it is always best to check with the airport directly so that the airline may accommodate those needs. Ms. [redacted], we value you as a customer, and as a gesture of goodwill, Orbitz has issued you a $100 USD future travel voucher to use on your next Orbitz.com prepaid booking. Our voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs. Here are the instructions for the future travel voucher: When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [email protected]. Please reference case number 5764091 and my letter offering the $100 future travel voucher in your request. Orbitz will then issue a credit to the card used for the new booking. This offer is valid for one year from the date of this letter, until March 21, 2017. Ms. [redacted], thank you allowing me to review this with you. We appreciate your business, and we hope to have an opportunity to serve you in the future. Sincerely, [redacted]
Orbitz Customer Relations Chicago, IL

July 13, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-[redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments...

and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from Mr. [redacted] complaint he is requesting a refund for his unutilized ticket.Our records indicate on June 23, 2016 the customer self-booked a one-way flight reservation using Orbitz.com for one traveler. The flight reservation was operated by Air China, with flights from Seoul Incheon to Washington Dulles departing on June 24, 2016.We can confirm that Mr. [redacted] contacted Orbitz on June 24, 2016 regarding canceling his flight. During that call the agent was able to successfully cancel the customers flights Since the flights were successfully voided within 24 hours of purchase, the authorization of $756.16 should have been released back to the customers card. These authorizations typically release within 24-48 hours. We recommend that Mr. [redacted] contact his bank for more information regarding these authorizations and timeframes for their release.It is disheartening when our clients feel that we have not met the standards to which we hold our organization and employees, as we attempt to provide the most efficient, quality service available. We would like Mr. [redacted] to know that every reservation is important to us and our main goal is to provide a smooth and pleasant experience to our members. We appreciate his thoughtful comments as we rely on customers like Mr. [redacted] to provide us with the information we need to continue improving our services.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response because the issue is still unresolved.
Ms. [redacted]
Thanks for the update.
Sincerely,
David [redacted]

Initial Business Response /* (1000, 5, 2014/04/02) */
Dear Ms. [redacted]
Thank you for contacting Orbitz regarding your recent hotel booking and the problems you encountered with the rate of your booking. On behalf of Orbitz, I sincerely apologize for this disappointing experience.
During...

the booking process, Orbitz presented to you the amount you would be charged for your booking, which was $179.56 USD. All prices on our website are listed in USD unless otherwise noted. You agreed to this price, and that is what Orbitz charged you.
Orbitz negotiates rates with hotels and these rates are not available for the public to book. The negotiated rates for hotel inventory available for booking on our site is confidential financial information that only Orbitz and that specific hotel's management team are to have knowledge of, is not available to the public, and was disclosed to you by the hotel in error.
Regrettably, Orbitz is not in a position to issue you a refund for the amount that was agreed upon during the booking process. As a gesture of goodwill, Orbitz has issued you a $50 promotion code to use on your next Oribtz.com prepaid hotel booking. Our promotion code is meant to emphasize our commitment to you and we remain hopeful you will continue using (BRAND) for your travel planning needs.
Here are the instructions for redeeming the promotion code:
Your promotion code is[redacted] and is valid in the amount of $50.
When you make your next hotel booking on Orbitz.com, on the homepage, please add the promotion code in the space provided. This amount will be instantly deducted from the total cost of your booking.
Below are the Terms and Conditions associated with the Promotion Code:
The Unique Promotion Code (UPC) is valid on qualifying prepaid hotel bookings. Unique Promotion Code is valid for one year from the date of issue.
The value of the hotel booking must be greater than the value of the promotion code.
Use of the Unique Promotion Code nullifies the eligibility for the Best Price Guarantee Program.
Ms. [redacted] Orbitz values your business, and we look forward to serving you with your future travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL
Initial Consumer Rebuttal /* (2000, 7, 2014/04/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)

June 28, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: O-[redacted]Dear Revdex.com, Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments...

and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from Mr. [redacted]’s complaint he is requesting a new ticket to be issued at the rate at which it was booked.Our records indicate on June 9, 2016 the customer self-booked a round trip flight reservation for two adults. The customers flights were operated by LOT-[redacted] Airlines, they were scheduled to depart from Chicago, IL on September 9, 2016 and return to Warszawa, Poland on September 16, 2016.We have confirmed that due to a system error the customers tickets were unable to be successfully issued. Due to this by the time the customer was notified about his unconfirmed flights LOT-[redacted] Airlines had canceled the customers flights and the fare associated to the customers flights had increased. Our records reflect multiple calls being made into customer service by Mr. [redacted] in regards to his canceled flights. Due to the fact that the fare for the customers flights had increased our agents were unable to reissue the customers tickets with the fare that they were originally reserved at.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. We utilize a real-time airline reservations database that contains current ticket prices and availability. The database is updated regularly as fares change and seats are sold. In addition, the airline limits the number of seats available for discounted fares; as the discounted seats sell out fast, those airfares are no longer available. Consequently, it is possible that a specific fare that is available when customers book their reservations will no longer be available when it comes to ticketing the reservation. Airfares are subject to change until the tickets and the reservation is confirmed. Orbitz is unable to change or alter the fares provided by the airlines therefore we are unable to book Mr. [redacted] ticket at the rate originally quoted.When finalizing a reservation on Orbitz.com, the user agrees to the specific rules and restrictions provided during the booking session. As set forth in the Orbitz Terms of Use:SUPPLIER RULES AND RESTRICTIONS:Additional terms and conditions will apply to your reservation and purchase of travel—related goods and services that you select. Please read these additional terms and conditions carefully. In particular, if you have purchased an airfare, please ensure you read the full terms and conditions of carriage issued by the Supplier, which can be found on the Supplier’s website. You agree to abide by the terms and conditions of purchase imposed by any supplier with whom you elect to deal, including, but not limited to, payment of all amounts when due and compliance with the supplier's rules and restrictions regarding availability and use of fares, products, or services. Airfare is only guaranteed once the purchase has been completed and the tickets have been issued. Airlines and other travel suppliers may change their prices without notice. We reserve the right to cancel your booking if full payment is not received in a timely fashion.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Tier 3 Customer Service

Dear Ms. [redacted] Thank you for your follow-up response, and I appreciate the opportunity to address your continued concerns.Orbitz Customer Service has contacted the hotel numerous times via email and by phone to request a refund on your behalf.  However, the hotel denied your request.  As a gesture of our sincerity, Orbitz will refund your hotel stay in the amount of 673USD.  Please contact me directly at 1-312-894-6786 with a credit card you would like the refund to be processed to.  Thank you again for the opportunity to address your concerns.  We do appreciate your business, and hope we have a future opportunity to serve you.Sincerely,Luisa [redacted]Orbitz Customer RelationsChicago, IL

Complaint: [redacted]MAIN ISSUES: I am rejecting this response because to clear violations they did not address:
1. The hotel added on extra charges AFTER agreeing to the cost. They did not address that issue at all until the confirmation email. (Cleaning costs, $120!!!)
2. The hotel required a $300 deposit, which was also not mentioned until the confirmation email, bringing the cost of a 2-star hotel up to almost $700. I would not give the hotel a deposit had I stayed there because they repeatedly hung up on me when I tried to contact them. I would be foolish to trust them.
Orbitz can't ignore that. I believe it is called "bait and switch":Sell me one thing, then withhold if I don't pay more. Is that really legal?
OTHER ISSUES:
- Let's not forget the fact that Orbitz charged a $160 service fee on a $150 hotel room. Yes, I made a mistake and agreed to that too quickly, but their "zero tolerance policy" for mistakes is clearly not in line with this century's commerce practices, especially when I called immediately. They can point to their policy and shrug their shoulders, but I thought the Revdex.com is supposed to be about better businesses, not letting them get away with substandard policies out of line with modern e-commerce.

Initial Business Response /* (1000, 5, 2015/09/24) */
Dear [redacted]
The Revdex.com has shared your recent correspondence pertaining to your cancelled bookings. I have also found that you posted your concerns on social media. On behalf of Orbitz, I apologize for any confusion,...

and appreciate the opportunity to review your account and respond to your concerns.
I have reviewed your reservation history to better understand the nature of your concerns. Upon reviewing your account, our records show you made 3 reservations on our website, using the same name. Furthermore, you feel this was a website error, and your bookings were partially refunded. Please know I have found that each booking was reserved via our website, under the name of[redacted] that is associated with the email address of - [email protected]. Orbitz has confirmed your reservation history in our website logs, as well as the underlying airline reservation system. We have found that the name was added correctly, and does not show that there were any website errors during your booking process.
You also go on to say that you did not request your tickets to be refunded. However, our Customer Service agent refunded your tickets per British Airways rules stating because the date of births in the two bookings did not match, and your only option was to have the tickets refunded. As an agency, Orbitz needs to abide by the airline's rules. I do understand that you did not request the refund, but Customer Service was doing all possible to resolve your case. We regret that the one good ticket was also refunded during the process and apologize for any inconvenience this may have caused.
Nevertheless, I see there is a resolution to your case. I found that you contacted Orbitz Customer Service on September 23, and they have issued new tickets for[redacted] and [redacted] and that Orbitz Customer Service will refund you the difference of the fare increase. However, Orbitz is not the position to offer any compensation for the third booking.
We certainly regret your disappointment in our services, but we were making every effort to assist with your request. I look forward to hearing back to you and assist with your booking needs.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL

Initial Business Response /* (1000, 5, 2014/05/22) */
Dear [redacted]
The Revdex.com has shared your recent correspondence with Orbitz, so we may assist you further. I understand you booked a reservation on our website then realized it was for the wrong date. So you booked another...

reservation for the correct date. You are requesting a refund for the reservation booked with the wrong dates. I appreciate the opportunity to review and respond to you.
After reviewing your account, I show your reservations. Due to the circumstances, I have spoken with the hotel on your behalf. Since the reservation was not canceled, they held the room, and the hotel was sold out for that night. The Hampton Inn Beloit has charged Orbitz in full for that night. Unfortunately, if the hotel will not refund your money to Orbitz, we are unable to refund you.
However, as a gesture of goodwill, Orbitz has issued you a $75 USD future travel voucher to use toward your next Orbitz.com prepaid booking. Our voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needs. Here are the instructions for the future travel voucher:
When you make your next booking on Orbitz.com, please forward a copy of the Orbitz Travel Document e-mail to us at [redacted]@Orbitz.com. Please reference case number XXXXXXX and my letter offering the $75 future travel voucher in your request. Orbitz will then issue a credit to the card used for the new booking. This offer is valid for one year from the date of this letter, until [redacted] 22, 2015.
[redacted] we appreciate your business, and we hope to have an opportunity to serve you in the future with your travel planning needs.
Sincerely,
[redacted]
Orbitz Customer Relations
Chicago, IL

August 1, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case [redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments...

and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a hotel reservation. We understand from Ms. [redacted] complaint she is requesting a travel credit due to missing her trip to Huston.Our records indicate on July 16, 2016 the customer self-booked a hotel reservation for two travelers using Orbitz.com. The customer purchased a one night hotel reservation at [redacted] Houston Bush Intl, checking in on July 19, 2016, and checking out on July 20, 2016.We are able to confirm that during the booking process the customer reserved the hotel as a “pay now” reservation. After further research the specific room that the customer reserved is available as a “pay later” reservation but after reviewing a screen-by-screen record of the customers booking process we are able to verify that the customer booked the hotel reservation to be paid for at the time of booking.Our records reflect on July 16, 2016 the customer went on Orbitz.com and utilized our self-service tools to cancel her reservation. Per the hotels cancellation and change policy “Cancellations or changes made after 5:00 PM local hotel time, Tuesday, July 19, 2016 are subject to a hotel fee equal to 1 night(s) plus taxes and fees.” Since the customer canceled the reservation on July 16, 2016 an automatic refund of $104.11 has been processed back to the customers original form of payment. The amount of time it takes the customer to receive depends on the customers banking institution. At this time we are unable to provide any additional forms of compensation to Ms. [redacted].We sincerely regret that we are unable to offer a more satisfactory response or resolution to the customers concern. At Orbitz we try as much as possible to provide not only excellent customer service but we also try to exceed what is expected of us. However we know that there are some instances when policies associated with the purchases made on our website cannot allow for a resolution that is more favorable to our customers. We are not trying to discharge ourselves from any responsibility; we only want to convey that we were able to provide Ms. [redacted] with the necessary information related to the hotel purchase before our system asked Ms. [redacted] to complete the reservation online.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response because:
They say that they take a small amount to make sure the card works but they actually took the full amount and put it on hold which is why I lost the opportunity to buy my tickets elsewhere. Because of the inconvenience I think I should get a little more than just an apology. They should really relook at how they charge people especially in situations like mine. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: it does not resolve my conflict. However, I do not wish to push the issue further, I will simply discontinue my use of the services of Orbitz from this point forward and will advise my fellow travelers to do the same. Thank you very much, Revdex.com for your assistance in this matter.
Sincerely,
[redacted]

December 8, 2016Revdex.comComplaint Department – OrbitzDear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments and concerns which have been...

brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a flight reservation. We understand from Mr. Ghoukassian’s complaint he is requesting a refund of his ticket.After further review of the customers complaint we are able to verify that the customer has contacted us regarding this exact complaint through the Department of Justice. We are currently in contact with the airlines in regards to refunding the customers ticket.As of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate reply. At this time, we respectfully request additional time from the Revdex.com as further research is needed for this case. We will submit our final reply via the Revdex.com's website.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us. Sincerely,[redacted]Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response because: orbitz refuses to see a problem with not contacting their customer in instances when airfare is not ticketed ( for only known to them reason ) . They don't see a need to send an email to tell a customer to look for another airfare options!!! Not very considered way of selling travel packages!!! I had to book another ticket with a different airline ( that costed me extra $300) and stay for an extra night at the hotel( booked again through orbitz) . I would expect at least an apology for their inconsidarad service and compensate me for that extra night I have to stay their because of this poor customer service.
Sincerely,
[redacted]

August 4, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the comments...

and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you. Orbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted]) regarding a package. We understand from Ms. [redacted] complaint she is requesting a full refund of her package reservation.  Our records indicate on July 4, 2016 the customer self-booked a purchased a package reservation for two travelers. The customer purchased a six night hotel reservation at [redacted] Cancun All Inclusive, checking in on July 14, 2016, and checking out on July 19, 2016. The customers flights were operated by [redacted], departing from Newark, NJ to Cancun on July 14, 2016 and returning on July 19, 2016.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Based on the hotel cancelation policy Ms. [redacted] agreed upon when booking the reservation, “The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.”We can confirm that Ms. [redacted] contacted customer service on July 5, 2016 in regards to canceling her package reservation. The agent that assisted the customer voided the customers flights. Since the flights were successfully voided within 24 hours of purchase, the authorization of $661.74 should have been released back to the customers card. These authorizations typically release within 24-48 hours. Due to the customers hotel reservation being non-refundable Orbitz made multiple attempts to contact the hotel via phone and via email to receive authorization to cancel and refund the customers hotel reservation.On July 8, 2016 an agent in our customer service was able to reach a reservations agent at the hotel. After reviewing the customers non-refundable reservation the hotel authorized a refund of the reservation minus the first two nights. As of July 8, 2016 a refund of $542.67 was processed to the customers original form of payment. The amount of time it takes the customer to receive depends on the customers banking institution.We thank you for allowing us the opportunity to address the issues, brought to our attention. If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service

Complaint: [redacted]
I am rejecting this response because:I didn't see it was non refundable when I rebook the same flight from another location. I thought the money would credit my credit card then rebook the new one. 
Sincerely,
[redacted]

December 28, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted]Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customer. We appreciate the Revdex.com allowing us to address the...

comments and concerns which have been brought to our attention. Orbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions fromOrbitz is responding to the consumer complaint from Neil [redacted] (Revdex.com case number [redacted] regarding a hotel reservation. We understand from the customers complaint he is requesting a refund of his hotel reservation as he did not realized he booked it in error. Our records indicate that on November 24, 2016 the customer self-booked a hotel reservation for two travelers. The customer purchased a seven night hotel reservation at the Aparthotel Adagio Muenchen City, checking in on September 20, 2016, and checking out on September 27, 2016. The customer was able to open and review the confirmation email the same day at 2:09 PM.On November 26, 2016 our records reflect Mr. [redacted] submitting multiple Best Price Guarantee requests for this itinerary. Due to the hotel not being the same the claims were denied. On November 28, 2016 Mr. [redacted] contacted our customer service to request the cancelation of his reservation. Per the terms and conditions of the reservation agreed to upon booking the reservation.The room type and rate selected are non-refundable. Should you change or cancel this reservation for any reason, your payment will not be refunded.Orbitz serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providers. Due to this Orbitz is unable to issue refunds for non-refundable reservation unless the property manager authorizes the refund. We are able to confirm that this matter was resolved on December 16, 2016 when a full refund of the customers reservation was issued. The amount of time it takes the customer to receive the funds depends on the customers banking institution.We thank you for allowing us the opportunity to address the issues that were brought to our attention.  If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,[redacted]Tier 3 Customer Service