To whom it may concern,*I am writing to inform you that you are currently advertising H...

GetHuman2227543's customer service issue with Orbitz from February 2019

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The issue in GetHuman2227543's own words
To whom it may concern,*I am writing to inform you that you are currently advertising Hotel Fiesta Tijuana which is greatly affecting your reputation and business. Plus fellow travelers.*Facts:*I had major surgery pending for Feb. * **** in Mexico. We chose Hotel Fiesta due to location near hospital and pricing over a weeks stay. We chose a suite, and early check in. Upon arriving we noted the hotel definitely did not look like the pictures that represented online. However we decided to go ahead, with the fact my surgery was the next day. Upon trying to check in we were told our room was not ready and we could not check in early. We were left to figure out what to do until around five. Once we did get into the suite, it was disgusting!!! Totally misrepresented. Curtains were falling from the rods, toilets rusted and leaking ,TVs didn’t work, carpet filthy, walls filthy, rat holes, broke furniture, holes and rips in bedding. With that being said my husband was very concerned with the unsanitary conditions and my next day major surgery. We were unable to cancel online due to the Wi-Fi hotel fiesta claimed worked didn’t. We then went to the front desk, where there were two men and asked if we could cancel our reservation, one man rudely asked “what’s your problem!” My husband just said we needed to be a bit closer to the hospital ,we didn’t want to cause any more issues. The other man then said he needed my credit card to check me in and check me out. Which I complied and got receipts. After which the man stated there would be $*** cancellation fee, and it would need to be paid if we wanted to retrieve our items from the hotel room. I asked him run another credit card of mine. We were told that wasn’t possible that all his machines just dropped off line including all printers. We needed to come up with cash. We were told that our refund money would be back and available within four hours also he would send us a receipt for the cash the following day. At this point i had surgery early in the morning,it was late,and or things are being held hostage so we dug up $*** in cash. We then went to the suite to retrieve our items, but within five minutes the gentleman who was rude to my husband, knocked on the door, pushed his way in and said “when are you leaving!? hurry up and leave?!” Upon finally getting into another hotel the next morning I contacted my credit card company who stated no refund made was made. Completely stressed out and having major surgery on my mind my credit card Forced the refund. However the fact that the $*** was cash was not refundable. I sent messages, phone calls, texts,to hotel fiesta requesting my receipt and I was totally Ignored. I then received a email from my Booking website that informed me that NO Cancellation fee was supposed of been charged or paid! I had major complications during surgery where I am most died! Hotel fiesta continued ignoring us and even had my husband leave my hospital bed to go to their hotel to speak with them. My husband was told you have no receipt and laughed at! Interesting enough the gentleman who was Rude to us, was no longer working for Hotel fiesta and couldn’t be contacted. I had to have extended stay in Mexico and Hotel Fiesta’s manager said she would call after the first time my husband went down to the hotel. She never did so my husband went back once again only to have Hotel fiesta laugh in his face and say “no receipt” “no money” laughing more. After we finally got home I received the only correspondence from Hotel fiesta via email which only rudely accuse me of being a liar, with no receipt and to stop talking. What purpose would my husband I have to have to make false accusations ,be the ones contacting Hotel Fiesta, and adding more stress to already devastating situation in our lives. My only hope is that fellow travelers will not have to deal with Hotel fiesta and their extortion. Furthermore unfortunately you having them on your webpage sets you as a partner with Hotel Fiesta. Please heed to you protect your company and the many trusting travelers that you represent*Thank you *Darlene Hall
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Orbitz

Customer service issue
Reported by GetHuman2227543
Feb 17th, 2019 - 8 mons ago
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GetHuman2227543 started working on this issue
Feb 17th 4:34pm