三个在线预订恐怖故事,表明为什么您应该始终使用旅行社
经过丹尼尔·麦卡锡(Daniel McCarthy)/
Expedia和其他在线旅行社(OTAS)吹嘘在世界各地的城市为旅行者节省旅行者的资金。但是,即使他们承诺储蓄,也不总是能够交付。特别是当旅行计划误入歧途时。
The biggest issue? Travelers booking through OTAs don’t get the benefit of someone at their side when things go wrong and, reading reviews of OTAs, things tend to go wrong often.
这是由于OTA的团队缺乏支持,这是寒冷中遗忘的乘客最近最糟糕的故事。
当酒店不是酒店
One user, Julia from Spokane, Washington, started off her review by declaring that, “I never write bad reviews, however, I could not be more disappointed.”
Julia, according to her review, had been trying to get a refund on a hotel she had booked on Expedia that turned out to not be a hotel at all, but someone’s personal apartment.
“I couldn't even stay the night if I wanted to as there was no way of even entering the building,” she wrote. Unable to purchase insurance, she reached out to Expedia’s reservation team to see what they could do to help her get a refund, but they were unable to contact the hotel because they didn’t have the correct contact information.
她最终将事情掌握在自己的手中,找到了酒店的联系信息,然后在Expedia和酒店之间担任中间人,并通过电子邮件来回走动,试图拿回她的钱。
“I have been mediating a conversation and relaying info back and forth between the ‘hotel’ and Expedia for over a month now and the ‘hotel’ insists they have not received any sort of messages, emails, or calls from Expedia requesting the refund,” she wrote. “I am still owed well over $200 and have not heard anything from Expedia in the last week.
“说我很沮丧是一个轻描淡写的轻描淡写,尽管我有礼貌地要求一周以上的任何管理,但我尚未通过电话或电子邮件联系我。我去了Google评论,这是不可能的。我一次又一次地发送了电子邮件。我已经经历了各种方式被他们注意到,并陷入了真正的愤怒点。”
她通过解释说,如果她知道自己的情况正在处理,无论她多么慢,但她没有“放心他们试图解决这种情况”,她就不会感到沮丧。
检查,退房,再次检查
一位来自加利福尼亚州弗里蒙特市的用户通过单个行程预订了三天的家庭假期,通过Expedia进行了三天的家庭度假,但经过Expedia的预订系统后,它变成了单独的一晚预订。
That meant that the traveler and his family had to check in one day, pack up the next day and check out, before checking in yet again at the same desk they used less than 24 hours prior.
“The hotel said that the check-in will be only at 3 p.m. and the room was not ready. I have to wait in the lobby carrying my luggage until 3 p.m. and wasted my vacation days at Las Vegas. I booked for a Grand Canyon trip, but due to this issue, my trip got canceled. I was waiting at the hotel with my wife and kid from morning to 3 p.m. to get the room. It was a horrible experience for me,” he wrote.
When the vacation was over, he called Expedia to try and get an answer as to why his reservation was made like that and to see if he could get some compensation for having to miss the Grand Canyon tour he booked. It took two hours on the phone for him to talk to a manager and he ended up with an offer of a $100 Expedia voucher for future travel.
他写道:“比较那天我的困难,取消了我宝贵的前往大峡谷的旅程,在拉斯维加斯度过了一整天,这对我来说还不够。”“这根本不可接受,我建议不要再和Expedia一起去。”
Stolen reservation
One New Jersey family wrote that their Expedia reservation, scheduled for a few nights stay at a hotel in Sydney, Australia, was stolen.
用户写道:“我们收到了预订变更的通知,这表明在澳大利亚悉尼的一家酒店预订已更改为多米尼加共和国的一家不存在的酒店。
值得赞扬的是,Expedia能够追踪有关预订变更的记录对话,但最终并没有帮助退款或纠正酒店预订。
“We lodged a claim. They came back and said that they had done nothing wrong and I would have to pay for the hotel. I attempted on numerous occasions to escalate to their legal department to ensure the fraud was reported. They would not connect me,” the user wrote.
最终,在与Expedia进行了更多的交流之后,他们拒绝释放预订的胶带。由于预订是通过美国运通(American Express)预订的,该预订提供了一些反欺诈保护,因此他们能够获得退款。
“不要使用Expedia。这是一个无抵押的网站,具有高度可疑的反欺诈实践和残酷的客户服务。用户写道:“您的预订或您的资金都不是安全的。”