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ORBITZ Complaint - wrong hotel description and horrible customer service - Copamarina Beach Resort, Puerto Rico
ORBITZ Complaint

ORBITZ Complaint

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wrong hotel description and horrible customer service - Copamarina Beach Resort, Puerto Rico


We booked the Copamarina Beach Resort for our honeymoon due to it being described as all-inclusive property on the Orbitz website with Highlights: 'food and drinks included in price'.
After our arrival, we were told by the hotel that they doesn't even offer all-inclusive anymore since more than 6 months. Orbitz only now changed the hotel description in the subject on their website (3 weeks after we're back from vacation) but did not change the wrong description in the 'highlights' section. (Of course we got neither an apology nor a thank you or even a notice from them when they changed the description)

- After being told that the hotel is not all-inclusive we called Orbitz. We got connected to 6 different agents and 4 different supervisors during the 5 times we called.
- All together we spent 6 hours on the phone with them not getting any solution.
- Orbitz customer service lied to us: Neither the Orbitz agents nor supervisors called us back when they said they would. They also did not send us emails when they said they would. They also did not investigate our issue when they said they would by calling the property or finding reasonable solution.
- Three times we were informed that the Orbitz supervisor will or has talked to the hotel supervisor. After we spoke with the hotel supervisor on site it turned out that none of the Orbitz supervisors had spoken to the hotel supervisor, in spite of us being told so by Orbitz on the phone
- The hotel supervisor confirmed that the Hotel description on Orbitz is wrong. She even called Orbitz, had to wait half an hour on the phone getting connected to different people and still couldn't reach any solution. The hotel considers not working with Orbitz anymore.
- Orbitz offered us no solution for the problem. We had to pay all the food on our own. We did not account for that extra money. So we had to cancel other activities in our vacation.
- With the meal plan the hotel offers, it would have been 1700$ expenses for us and still wouldn%u2019t have given us the all-inclusive experience we booked.
- The only thing Orbitz offered was a 80$ voucher for the next trip that we book with them. Ridiculous compared to our food expenses and no compensation for our inconvenience. By the way we will never book with Orbitz again, neither will our friends or families.
- Brian%u2019s (Orbitz supervisor) final answer was 'take the voucher or leave it%u2019. He would also not connect us to any higher person within Orbitz to discuss the issue and he said he does not mind us writing bad reviews or trying to reach the Orbitz management or lawyers.
- Logan (another Orbitz supervisor) discussed the Orbitz booking system with me on the phone. He made me go to my hotel room switch on the laptop and connect to the internet. Then he hung up before we could go through the booking process together and of course without solving our expense problem. He also could not answer my question of who is responsible for the wrong website information.
- We booked a %u2018Deluxe room%u2019 as it is stated on our email confirmation. Next to this is the link to the hotel description stating the hotel as %u2018all-inclusive property%u2019 . There was no additional option of booking all-inclusive during the booking process so we expected to get what was promised on the description page.
- Orbitz would also not publish our bad reviews on their website or their facebook page although we described our problem with facts only.
- Please don%u2019t let Orbitz fool you! They provide wrong information and do not care about customer rights!


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Comments


Spectaculatius says: (6 years ago)
 0
Thanks Robert. We already sent a message to socialnetwork@orbitz.com. They decided to pay us the money back, that we spent on food in our honeymoon vacation. However I don't understand why your Orbitz customer phone service didn't give us this email adress earlier. They weren't willing to provide us with any information. That could have solved the issue a lot easier and quicker.



Orbitzgal1 says: (6 years ago)
 0
Hi, Spectaculatius,
This is Robert, and I am part of the Orbitz Customer Relations team. I am sorry for the confusion that this has caused. Please forward the Orbitz Record Locator to us at socialnetwork@orbitz.com. Please use my name in the subject line, so that I can investigate further.
Thank you for your patience, I look forward to hearing from you.
Sincerely,
Robert Woyach
Orbitz Customer Relations






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