We made a reservation through Orbitz.com to stay at Premier Apartments on August 10, 2007.
When we arrived at Premier Apartments we could not get into the building and there was no office available to help us.
There was a phone number on the door to be used if we needed help or assistance. We called the number and the receptionist who answered informed us we would need a code to get into the building, and another code to access a safety deposit box where the key to our room was.
Both of these codes should have been provided to us when we made our reservation through Orbitz.
We had all our correspondence and confirmation emails from Orbitz printed out, but none of them included the codes or even mentioned them.
The receptionist told us that since he was offsite at a different hotel office he couldn’t help us. He could not verify our identities over the phone and there were no hotel representatives who could come help us and verify our identities in person. Since we couldn’t check in and the receptionist said there was nothing they could do to help us, we gave up, found a train station, and went looking for alternative shelter.
A few days later we found out that the hotel charged us for the night. We contacted them to dispute the charge, but the hotel refused to reimburse us, saying that because we left they considered us a “no-show”. I don’t know what they expected us to do, but while their front sidewalk was nice enough, it wasn’t worth paying $156 to stay and sleep on.
Both Orbitz and Premier are hiding behind their front line of receptionists who will only tell me that there is nothing they can do and refuse to give me the contact information of anyone who has any real power to do anything.
All I’m saying is that in this situation there are 3 parties: Orbitz, Premier, and myself. The communication gap resulted in me getting screwed while Orbitz and Premier profited. And that’s not right.
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