I booked a 3.5/4 star hotel at a great rate, 3 months prior to our New York trip. The trip was a birthday present to my son and it was our first time to the Big Apple. I had not received any communications from Travelocity about any changes but, when we finally arrived at the hotel, we found out the reservation was cancelled by their sister company, Expedia. On our first day in New York, I spent 4 hours on the phone with customer service who kept promising that they would fix it. We were tired and it was late so, we spent double the amount to stay the night at the hotel, who was nice enough to cut their rate in half for us. The following day, I called Travelocity for a follow up and was told a mixture of “you’re booked, you’re not booked” answers. They had not resolved the issue at all and we were faced again with paying double the amount to stay at the hotel. I finally demanded to speak to a supervisor who, after being on the phone for 6 hours this time, was able to book us to another hotel for the remainder of our trip. We couldn’t check in until the next day so, we had to pay for another night at the original hotel. Travelocity did credit us for most of the differences in hotel prices but they made it impossible for us to fully enjoy our vacation! The stress alone was taxing and I will never use them or Expedia again!!
In August 2012, Travelocity faced a viral controversy when it offered a $200 coupon code to attendees at the National Federation of the Blind annual conference in Dallas. After the NFB posted the code on Twitter without mentioning the attendee restriction, Travelocity re-tweeted it without noticing the error but deleted the tweet a day later. After some travel blogs and message boards resposted the code, many ineligible travelers used the code. Travelocity responded by cancelling all trips that used the code who weren't on the list of attendees at the NFB annual conference. This resulted in a barrage of complaints from customers angry to see their trips suddenly cancelled.
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