Julienas

is it possible in the upset, that it was the equivalent of 60 DOLLARS, about 32 pounds? Still expensive, but possible for a car service?
Or did they call a stretch limo with a bar in the back?

francophile03

Kari, the majority here says that you are emotional, your complaints are unfair to the hotel, and now you are either lying or are mistaken about the cost of the cab. It does not sound as though what you have experienced hasn't happened to those who criticize you. Perhaps they would feel the same if it had.

fishee

Calm down a little (at this point, however, I'm sure you're more pissed at fodorites than orbitz...) and write a very even-toned, short letter (5-6 sentences should do it) to customer relations. Submit pictures and receipts for your additional expenses -and if you charged it, I'd submit a copy of the CC statement (make copies of everything). They may issue a credit or a large voucher to use on their website. Good luck.

francophile03

I agree with fishee's advice to submit your photos and expense receipts as proof to the right sources. That is the best thing to do right now. My family had a terrible stay (e.g. badly maintained room including broken furniture and bathroom fixtures, surly staff, bad housekeeping) at a hotel in Vegas recently. When I posted these complaints in another travel forum the responses were 'you got what you paid for' as though if one books a stay at this particular hotel you are expected to have a nasty room and bad treatment so generally my family was faulted for saying anything negative. That's why I understand your strong feelings on what occured to you. We complained to the hotel and received feedback this week from their guest relations department asking us to give the hotel a second chance by offering us an upgraded room next stay. I'm not sure if we'll stay there again however.

Good luck to you and believe me the people in charge of customer service do read the complaints.

Wednesday

I am sorry to hear of your frustration..it could of happened for several reasons...the hotel contracts I have been privy to in the past give them the power to change the hotel at their discretion and it was not unusual, albeit awful that they would oversell and bump many clients, even whole groups...or it could have been a breakdown in how/when Orbitz reported the name lists, reservations to the hotel, could be anything. I hope you get a favorable response from your letters.

kari92037

So, brief update. I found Mitch Truwit's, direct email address, and cc several other Senior Vice Presidents of Cendant (owner of Orbitz). I recieved an email back this morning (still no luck getting through to ANYONE by phone) from someone on his staff. They have offered to refund my room cost after I put him on notice for California Small Claims Action and copied him on the photos of the supposed 4 STAR Hotel room upgrade (yeah, right!). I have sent copies of my transportation costs/reciepts via car between the hotels and to the airport via cab for thier review. I am waiting to hear back on those costs...

francophile03

I am glad to know that you got somewhere although you had to threaten them with legal action first.

MaureenB

It's my understanding that hotels in the U.S. who "walk" a customer comp that customer's one-night stay at the other hotel, and then make good on the original reservation the next day.
For instance, it happened to me and my daughter one spring in Florida, at the Hilton-Cocoa Beach. We arrived at 2:00 a.m., road weary from flying and driving most of the day. Even though I'd double-checked and informed the hotel we'd be arriving at 2:00 a.m.-- and being PROMISED our room would be held-- we arrived and they said they were full. They sent us to a nice Ramada down the road, paid for that first night, then agreed to give us about three free breakfast buffets to each of us during the rest of our stay at the Hilton. It was a decent deal. Still a pain to have to move in, then pack up and move again the next day.
Good luck resolving it. Just stick to the facts with management.

richardsonsnm

I just cannot imagine wasting so much time over this, get over it and learn from you're experience, stop whining!