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1.6
Updated by user Jan 10, 2017

I cannot mark this review as resolved, yet I did finally receive a refund. Otbitz did absolutely nothing to remedy the situation.

I had to make countless phone calls to the hotel, and spent hours emailing and collecting proof that I did indeed cancel my reservation properly. Terrible customer service.

Original review posted by user Dec 11, 2016

I made a hotel reservation in NYC which was cancelable up to the day before the reservation. Three days before the stay, I attempted to cancel online.

The web site would not allow me to cancel online. I then called Orbitz and spoke with a representative that was not easy to understand. He asked me a lot of questions, put me on hold three times and then returned to the line to say that the reservation was cancelled. I asked for a cancellation number and he said that I was all set and didn't need one.

A few days later I found that the hotel charged my card for the room. When I called to inquire with Otbitz, they told me that they had no record of my cancellation call. I then emailed the hotel directly. A day later a rep from the hotel called me to say that they were not going to refund my money because Orbitz reported to them that I "cancelled the same day" as the reservation.

Orbitz told me in writing that hey had no record of my cancellation call and then they told the hotel that they did have a cancellation call but it was the same day as the reservation. They are lying, because uncalled three days prior.

I'm still fighting this but what a frustration. Never again!

Reason of review: Return, Exchange or Cancellation Policy.

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