Orbitz

Dear MrAlinder, The Revdex.com has shared your recent correspondence pertaining to your hotel no show fee charges I have reviewed your reservation history to better understand the nature of your concerns You had a reservation at the Fairfield Inn & Suites StPaul Northeast that the dates were booked in error: however, the reservation confirmed was associated with a nonrefundable cancellation policy I appreciate the opportunity to review your account and respond to you inquiryPlease know that we do empathize with your situation, and today I have contacted the Fairfield Inn & Suites StPaul NorthwestThe Fairfield Inn & Suites StPaul Northwest, have authorized a full refund for your stay in the amount of $ Please allow to days for the refund to process to your account Mr [redacted] thank you for bringing this matter to our attention We value your business, and hope you will provide us with a future opportunity to restore your confidence in our products and servicesSincerely, Luisa [redacted] Orbitz Customer Relations Chicago, IL

Dear Ms [redacted] , The Revdex.com has shared with us your correspondence regarding your recent experience with OrbitzIt is my understanding you are upset with the service you received when contacting Orbitz to make a change to your reservationI appreciate the opportunity to respond to you On behalf of Orbitz, I apologize for any frustration this has caused you Please know I was unable to find the reservation with the information with your email address or phone numberCan you please provide me with the Orbitz booking number, or email address used at the time of booking, so I can review? I look forward to hearing back from you Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

Initial Business Response / [redacted] (1000, 5, 2014/07/01) */ Dear Mr[redacted] The Revdex.com has shared your recent correspondence pertaining to requesting to receive your AARP discount on your room, this was denied by the hotel propertyYou feel that you were advised by Orbitz that the discount would be offered at the time of check-inOn behalf of Orbitz, I apologize for any confusion, and I appreciate the opportunity to review your account and respond to your concerns Please know that at Orbitz, we do not offer discounted rooms for paid memberships such as AARP or AAATo receive these discounts, you must reserve the room via their travel website or via the property directly as they are generally discounted from the standard rack rate price Mr[redacted] I have reviewed your reservation, and I do show that you contacted us after the booking was confirmed regarding a lower rate, but it was advised that your booking would not qualify for Best Price GuaranteeOrbitz offers lower priced negotiated hotel rates, and these types of discounts are not offered on our websiteThe rate displayed during your booking process was agreed to, and Orbitz has been charged in full by the propertyI wish that I could offer you a more favorable response, but we are unable to offer a refund due to a AARP discount Sincerely, [redacted] Orbitz Customer Relations Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/07/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) orbitz claims I did not contact them but I did and whether not the customer service representative documented the call is not my problemI was told by Orbitz that I would get my AARP discount at time of chewhich was a lie to close the saleI would not have purchased knowing that I Would not get my AARP discountI am not satisfied with this response Final Business Response / [redacted] (4000, 9, 2014/07/08) */ Dear Mr[redacted] Thank you for your follresponse, and I appreciate the opportunity to respond to your continued concerns Please know that each time your account is accessed, our system automatically documents all information on that specific agentWe certainly apologize for any confusion, but many of our hotel offers are already deeply discounted rates that discounts such as an AARP would not qualify forThis type of discount is generally only offered by the property on full rack room ratesThis is the reasoning Orbitz does not offer or advertise room rates with this discount Mr[redacted] we certainly apologize for your disappointment, but we are unable to offer the AARP discount on the Orbitz rateAs a gesture of goodwill, Orbitz would like to offer you a $USD future travel voucher on your next prepaid Orbitz.com hotel or vacation package bookingOur 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] reference case number [redacted] and my letter offering the $voucher in your requestOrbitz will then issue a credit to the card used for the new bookingThis offer is valid until July 8, Mr[redacted] we appreciate your business, and we hope you will provide us with a future opportunity to serve you with your travel planning needs Sincerely, [redacted] Orbitz Customer Relations

September 19, 2017Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a hotel reservationWe understand Mr [redacted] complaint he is requesting a refund of his hotel reservation.Our records indicate that on September 8, the customer self-booked a hotel reservation for two travelers using Orbitz.com mobile siteThe customer purchased a one night hotel reservation at ASuites at Signature Condo Hotel, checking in on November 9, 2017, and checking out on November 10, 2017.Per the customers complaint we understand that he is not happy about the taxes and fees that were charged for the reservation therefore he is requesting a refund of the reservationWhen booking the reservation the customer agreed to the hotels Cancellation and Change Policy below.The room type and rate selected are non-refundableShould you change or cancel this reservation for any reason, your payment will not be refunded.When reviewing the customers booking process, we can confirm that after choosing the room the customer has a chance to review the reservation on the “Secure Booking” pageWhen looking through the page, the customer can review the price along with the “Taxes & Fees per night” when clicking on the blue hyper link the customer is shown the message below:The taxes are tax recovery charges Orbitz pays to its vendors (e.ghotels); for details, please see our Terms of UseWe retain our service fees as compensation in servicing your travel reservation.When booking online the customer agreed to our terms and conditions below:You acknowledge that except as provided below with respect to tax obligations on the amounts we retain for our Services, Orbitz does not collect taxes for remittance to applicable taxing authoritiesThe tax recovery charges on prepaid hotel transactions are a recovery of the estimated taxes (e.gsales and use, occupancy, room tax, excise tax, value added tax, etc.) that Orbitz pays to the hotel supplier for taxes due on the hotel's rental rate for the roomThe hotel suppliers invoice Orbitz for certain charges, including tax amountsThe hotel suppliers are responsible for remitting applicable taxes to the applicable taxing jurisdictionsOrbitz does not act as a co-vendor with the Supplier with whom we book or reserve our customer's travel arrangementsTaxability and the appropriate tax rate vary greatly by locationThe actual tax amounts paid by Orbitz to the Suppliers may vary from the tax recovery charge amounts, depending upon the rates, taxability, etcin effect at the time of the actual use of the hotel by our customersWe retain service fees as additional compensation in servicing your travel reservationService fees retained by Orbitz for our Services vary based on the amount and type of hotel reservation.You may cancel or change your prepaid hotel reservation, but you will be charged the cancellation or change fee indicated in the rules and restrictions for the hotel reservation.Due to the above we are unable to refund the customer for the reservationWe 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] Corporate Customer Service

May 26, 2017Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a flight reservationWe understand from Mr [redacted] complaint she is unhappy about the price increase experienced while attempting to book a reservation.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 providersWe utilize a live inventory system for our flight reservationsThe inventory is updated regularly as purchases are made and prices changeThese updates are directly linked to the vendors availabilityWe regret if the customer felt the prices were not competitiveAirfare is only guaranteed once the purchase has been completed and the tickets have been issuedDue to this we are unable to alter any prices that have changed within the system due to the Airlines availability.Orbitz strives to provide the highest level of customer experience and for that reason; the Orbitz website has recently undergone several upgrades that may be causing errors to occurThough we understand the public misconception, this was not a “bait and switch” as Mr [redacted] referred to it and is a common occurrence for anybody searching for and booking a trip within the travel industry or through a travel agent as Mr [redacted] did.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 Customer Service

August 18, 2016Revdex.comComplaint Department – OrbitzRe: Orbitz Case #: [redacted] Dear Revdex.com,Thank you for taking the time to contact Orbitz regarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a hotel reservationWe understand from the customers complaint he is unhappy about the price difference between what was shown on the computer and his mobile app.Our records reflect that between July 29th and July 30th the customer self-booked five hotel reservations for two travelers using Orbitz websiteMr [redacted] purchased a one night hotel reservation at Excellence El Carmen- Adults Only All Inclusive, checking in on November 14, 2016, and checking out on November 20, 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 providersWe utilize a live inventory system for our hotel reservationsThe inventory is updated regularly as purchases are made and prices changeThese updates are directly linked to the vendors availabilityThough we attempt to update the our website as quick as possible there may be a price discrepancy due to the purchases/cancelations that are associated with our vendorsWe regret if the customer felt the prices were not competitive.As prices will fluctuate, Orbitz offers our Best Price Guarantee promotion as a benefit to our customersThe benefit is that we will match the price if a lower price is found onlineWe are able to confirm that the customer was refunded for two of the five reservations due to the customers Best Price Guarantee claims being approvedAt this time we are unable to offer further compensation to Mr [redacted] .If you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted] Tier Customer Service

Dear Mr [redacted] The Revdex.com has shared your recent correspondence pertaining to Orbitz confirmation numbers - [redacted] , [redacted] , [redacted] & [redacted] I appreciate the opportunity to review your account and respond to your concerns Upon reviewing your account, I do show that you confirmed four hotel bookings with Orbitz for August at [redacted] Cancun - All InclusiveHowever, you were contacted by [redacted] Cancun on May 13, 2016, that the hotel was under construction and was not able to honor your bookingsPlease know that at the time your reservation was made the hotel was not scheduled for any construction At Orbitz, we understand the importance of notifying our customers of any changes that occur to your hotel bookingUpon reviewing your reservation, I do show that you were given similar alternate options Your three options are – Option # – Paradisus Playa Del Carmen La Esmeralda located in Playa Del Carmen, MexicoThis property is considered an upgrade because this is a new hotel with more restaurants than [redacted] Cancun with many different facilities Option # – Paradisus Cancun located in Cancun, Mexico The property has received Four-Diamond honors since by ***Option # - Cancellation without penalty Mr [redacted] both the hotel options are similar properties with higher star ratings and sa [redacted] amenities as [redacted] Cancun As with airlines, hotels are also subject to relocate customers under unforeseen circumstances as in your case Please understand [redacted] Cancun made the decision to close the property due to construction and this was not Orbitz’s decision Furthermore, I found that you requested a higher priced option due to the hotel’s issuesYou have the option to book your preferred the property However, you will have to pay the price difference since [redacted] Cancun has offered alternate properties that are sa [redacted] or above the star rating of [redacted] CancunOrbitz is not in a position to pay for the price difference, because of the options provided by [redacted] Cancun Please know that [redacted] Cancun is not an Adult’s only property and that your property choice of Vine by Secrets is higher category property, and the rate was higher even at the ti [redacted] you made your original booking Furthermore, Vine by Secrets is not associated with Melia properties Mr [redacted] if you can please advise your preference from the above three options provided, I will be happy to assist with your bookingsPlease know that Orbitz was doing all possible to assist with your bookings We certainly regret your disappointment in our services, but we were making every effort to assist with your requests Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

April 21, Revdex.com Chicago and Norther Illinois Complaint DepartmentRE: Orbitz Case [redacted] Dear Revdex.com, Thank you for contacting 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 attentionOrbitz is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youOrbitz is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] regarding a flightOur records show on August 23, [redacted] ***, or a person authorized by her, booked a roundtrip flight with [redacted] Canada traveling from Sao Paulo to Milwaukee on December 11, 2017, and returning on May 7, 2018, and flight insurance coverage with [redacted] Affinity Insurance company for a total of $1231.26.Our customer contacted us after the outbound flight was completed to inquire on changing the return flightOn the first contact pricing was provided that was not preferredOn the second contact the preferred flights were no longer availableThere was one flight possibility that was not preferred.On a third contact our customer requested to be escalated to a manager without providing any detailsOnce the call was escalated and the customers details were provided, we found that a manager in a different support center was requiredA transfer to was offered to the other support center, which was declined in favor of receiving an address for written correspondenceAfter receiving the complaint from the Revdex.com, we attempted to contact [redacted] and see if we can assist with changes, within the policy of the airline, and in accordance with the airlines fare rules, for the flight which is availableRegrettably, we were unable to speak directly to anyoneAirline inventory and pricing is limited and subject to change without noticeAs such, it cannot be provided or priced via voicemail or email.Orbitz.com is a third-party website that offers travel items for sale from vendors, such as airlinesChanges to flights, flight inventory, flight pricing and fare rules are that of the airline vendorOrbitz.com is unable to change or override the policies, inventory, or pricing of the vendor.We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, [redacted] Corporate Customer Service

Dear Ms [redacted] , The Revdex.com has shared your recent correspondence with Orbitz so that we may assist you furtherIt is my understanding that you are upset to find that your credit from a canceled trip has already expiredI appreciate the opportunity to review your account, and respond to your concernsAfter reviewing your reservation under record locator [redacted] ; I do show per the terms and conditions placed on the ticket by [redacted] Airlines; you had to rebook and commence travel by March 22, However, I would like to resolve this more to your satisfactionWe value you as a customer, and as a gesture of goodwill, Orbitz has issued you a $USD future travel voucher (this is the amount of your credit minus the $penalty feeThe voucher is to be used toward your next Orbitz.com prepaid bookingWe remain hopeful you will continue using Orbitz for your travel planning needsHere 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] @customercare.orbitz.comPlease reference case number [redacted] and my letter offering the $future travel voucher in your requestOrbitz will then issue a credit to the card used for the new bookingThis offer is valid for one year from the date of this letter, until March 23, Ms [redacted] , thank you for allowing me to review this with youYour business is truly appreciated, and we hope to have an opportunity to serve you in the future with your travel planning needsSincerely, [redacted] Orbitz Customer Relations Chicago, IL

Complaint: [redacted] I am rejecting this response because: I was unable to use my Orbitz Credit Card after I applied for itIt was advertised on your website that we could use the card immediately, which is why I applied for the credit card in the first placeit is advertisement if what was promised was not givenI was prompted with this message after I successfully applied for the credit card "IMPORTANT! Your temporary credit card number is [redacted] and your security code (CVV) is ***Please save this information, as you will need it complete your purchase." I am only asking for what was promised to me when I applied for the credit cardi was very dissatisfied that the customer service representative dismissed me as if it was my fault that the credit card you advertised on your website that could be used was in fact not trueAnd now you are doing the sameI would not have applied for the credit card if I had known that it would not have been applied to the $I spent on the flightsI am due a credit of at least $and probably some more for the extra time I had/have to waste on filing this complaintYou are not providing your consumers what you promised on your website Sincerely, [redacted]

Dear Mr. [redacted] , Thank you for your response. On behalf of Orbitz, I would like to apologize for your continued disappointment. Please know while [redacted] Airlines advised that you had rebooked a new ticket using the money from the canceled flight you had booked with Orbitz, they did not provide me with any information regarding your flight details such as dates , times, or flight numbers. Mr. [redacted] , we do value you as a customer; therefore, as a onetime courtesy we have processed a refund for the $200 you were charged to use your credit. The refund will appear back to your account within 3 to 5 business days. If you have any further questions or concerns, please let me know. Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

Initial Business Response / [redacted] (1000, 5, 2015/10/07) */ Dear Mr[redacted] Thank you for contacting Orbitz and for being a loyal Orbitz customerYour email was forwarded to our team; and we appreciate the opportunity to assist youIt is my understanding that you have an unexpected charge from Orbitz and are requesting a refund Mr[redacted] in reviewing Orbitz Confirmation# PBORBXXXXXXXXXX and #PBORBXXXXXXXXXX I found that the total trip cost, as agreed was $321.18USD and $257.93USD respectivelyThis cost included the airfare which was collected by [redacted] Airlines and an Orbitz booking fee of $21.99USDIn the review of our booking records, we do show that the total cost as advised, $321.18USD and $257.93USD were properly advised at the time of booking and accepted Please understand, reservations made via Orbitz may incur booking fees; and as noted in the "Cost and Billing" details, our fee is included in the total reservation costWe also consider/include our fees whenever reviewing Orbitz Best Price Guarantee submissionsNonetheless, in reviewing your previous reservations, it is understandable that the fee was unexpectedTherefore, in light of your concern, as a one-time courtesy I have processed the refund of the $21.99USD Orbitz booking fee for Orbitz Confirmation# PBORBXXXXXXXXXX and #PBORBXXXXXXXXXX Mr[redacted] thank you for reaching outPlease do let me know if you have any further concern or if your credit is not received within business daysPlease be assured Orbitz values your loyalty, and we hope to continue to serve your travel needs Sincerely, [redacted] Orbitz Customer Relations Chicago, IL

Complaint: [redacted] I am rejecting this response because: I was present at the check in counter, nobody from [redacted] airways was availableWhen I first called orbitz I was not told it was a no show but rather that the flight has 'open' status In the time period from when I first talked with orbitz until the next time I talked with orbitz the flight status changedThe rejection is also made because there is no valid response made, Orbitz simply requested more time to respond Sincerely, [redacted] ***

Dear Mr [redacted] Thank you for your follresponse, and I appreciate the opportunity to address your continued concerns Please know that we are taking into consideration the information you have provided, and what was provided by the property We certainly regret you feel that you did not receive the exact room type you reserved; however, the property has advised that the room received is a Deluxe room type that would be the same rate The property has declined to offer a refund as the stay was completed, and Orbitz has been charged in full Mr [redacted] as a gesture of our sincerity for any disappointment this caused, the future travel voucher was offered as a form of compensation, and we would not be able to grant your refund request of the voucher at this time We do hope that you do decide to utilize your future travel voucher for a future booking We do appreciate your business, and hope that we have the opportunity to serve you in the future Sincerely, Charlotte [redacted] Orbitz Customer Relations

April 25, Revdex.com Complaint Department - Orbitz Re: 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 attentionOrbitz 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 complaint [redacted] ) regarding the refund and exchange issues Our records show on March 18, 2017, Ms [redacted] self-booked a flight and car package reservation via booking number [redacted] with travel dates as March 20, to April 1, in the amount of $2,We understand from Ms [redacted] ’s complaint, due to poor service provided by the Orbitz a change to her return flight could be processed in time which resulted in the loss of the amount paid for the flightThe customer also stated she was charged more for the car reservation than what was paid to the car rental company and is requesting a refund Upon researching the customer’s complaint, we can confirm on March 24, 2017, when Ms [redacted] brought this matter to our attention, Orbitz advised her per the airline’s fare rules, a $change fee plus any difference in rate was needed in order to change her return flightMs [redacted] agreed and while the agent proceeded to look for available flight, the customer ended the call We can also confirm, on March 29, 2017, Ms [redacted] contacted customer support to proceed with the flight change but requested to only pay for the change feeOrbitz proceeded to advocate on the customer’s behalf by contacting [redacted] Airlines who approved an even exchangeMs [redacted] was transferred to an [redacted] Airlines agent to proceed with the exchange Further research shows, on April 1, 2017, Ms [redacted] stated the exchange never took placed and the issue was escalated to a customer service supervisor who proceeded to contact [redacted] Airlines once moreThe airline advised Orbitz, since the flight was not taken, the customer was tagged as a no-show therefore, no exchange could be providedMs [redacted] was also advised at the time of booking, that once a car rental is picked up, no refund can be provided for an early return Orbitz’s acts only as a third party intermediary for airlines, hotels and car rental companies and must abide by the terms and conditions set by that particular vendorOrbitz must abide by the fare rules provided by an airline as well as car rental vendorsBased on the information provided above, we are unable to honor Ms [redacted] request for compensation 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] Corporate Customer Service

Dear Ms [redacted] , Thank you for contacting Orbitz regarding your seat assignments for your [redacted] Airlines flightIt is my understanding that you are not confirmed in the seats you requestedI appreciate the opportunity to review and respond to your concernsOn behalf of Orbitz, I sincerely apologize for the disappointing experience and the frustration this caused youPlease know when booking a reservation via the Orbitz website, all seats are only on requestWe must receive confirmation from the airlines stating seats are confirmed or under airport controlEvery airline reserves the right to control their inventory and re-accommodate travelers (i.eschedules/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 policyAny 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/requestIn addition, even after “confirmation” any airline would be able to rearrange seat assignments for a variety of reasons (i.esecurity, 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, etcSeat 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 needsMs [redacted] , we value you as a customer, and as a gesture of goodwill, Orbitz has issued you a $USD future travel voucher to use on your next Orbitz.com prepaid bookingOur voucher is meant to emphasize our commitment to you, and we remain hopeful you will continue using Orbitz for your travel planning needsHere 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] reference case number and my letter offering the $future travel voucher in your requestOrbitz will then issue a credit to the card used for the new bookingThis offer is valid for one year from the date of this letter, until March 21, Ms [redacted] , thank you allowing me to review this with youWe appreciate your business, and we hope to have an opportunity to serve you in the futureSincerely, [redacted] Orbitz Customer Relations Chicago, IL

Complaint: [redacted] I am rejecting this response because: I have sat on the phone with Orbitz and spoken to a supervisor for over an hour The supervisor told me the number O-does not come up in their system They then put me on hold AGAIN to transfer me to corporate which I sat for longer and no one ever came to the phone! this is the WORST customer service IVE ever experienced!I WANT A REFUND! Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/07/21) */ Dear Ms[redacted] The Revdex.com has shared your recent correspondence pertaining to the [redacted] lobby not being open upon your arrivalOn behalf of Orbitz, we do apologize for any confusion, and appreciate the opportunity to review your account and respond to your concerns Upon reviewing your account, I do see that when you arrived at the [redacted] their lobby was closed as they do not stay open hoursThey do have a guest phone at the property entrance for guests to be able to access the property after hours Ms[redacted] Due to your confusion, I have processed a refund in the amount of $back to the MasterCard used to confirm the bookingPlease allow to business days for the refund to processWe do appreciate your business, and hope that we have a future opportunity to serve you Sincerely, [redacted] Orbitz Customer Relations

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Sincerely, John [redacted]

Dear Mr [redacted] , The RevDex.com has shared your recent correspondence pertaining to your refund request on Orbitz locator [redacted] due to a death of a family member I appreciate the opportunity to review your account and respond to your concernsUpon reviewing Orbitz locator [redacted] , I do show a hotel reservation was reserved on January 17, at the [redacted] District via our online services The booking confirmed was a nonrefundable rate for a chedate of February 27, for two nights Upon further review of your booking, I do show that you contacted us on January 20, requesting to change to a different hotel property It was advised that the booking confirmed was associated with a nonrefundable rate, but our agent contacted the property on your behalf to see if they would make an exception so that you could rebook the new preferred property Our agent contacted the property, and the cancellation for refund was declined This information was conveyed to you by our agent, and a supervisor was requested Our supervisor advised again that the rate confirmed was nonrefundable, but contacted the property a second time on your behalf Unfortunately, the property again declined the cancellation for refund No changes were made to your reservation at this time Mr [redacted] , our records indicate that we were not contacted any further regarding this issue; however, a credit card dispute was received from your bank The dispute was not accepted as this was a valid booking, and the cancellation policy was advised prior to confirming the reservation, and during our phone conversations Mr [redacted] , your concerns have been thoroughly reviewed, and we are not showing that a death to a family member was mentioned to either agent in January If a customer is requesting the cancellation of a nonrefundable booking due to medical emergency or due to a death, the property will require that the medical documentation and/or death certificate be provided for their review before a refund will be considered We certainly regret your continued disappointment in our services, but Orbitz has been charged in full by the property, and we are unable to grant your refund request Sincerely, [redacted] Orbitz Customer Relations