Orbitz and Comfort Inn Play Ping Pong with Traveler’s Money

by Richard D'Ambrosio
Orbitz and Comfort Inn Play Ping Pong with Traveler’s Money

Photo: Casimiro PT/Shutterstock.com


A New Jersey woman made only one reservation at the Comfort Inn & Suites Knoxville West, through Orbitz. But someone charged Lora Crumb for two, and it took engaging consumer advocate Chris Elliott to finally get her $426 back.

In a letter to Elliott, Crumb, from Branchville, New Jersey, said she learned of the double booking when she checked in to the hotel. She subsequently called Orbitz, and a representative assured her that, indeed, they had a record for only one booking. However, her American Express card statement showed two bookings.

Crumb said she went back and forth with Orbitz and the hotel manager at the Comfort Inn for months, hearing multiple stories, and even receiving an email from Orbitz claiming that Crumb had occupied both rooms.

“I'm exhausted and do not know what else to do. Do you have any advice?” she wrote Elliott, who responded quickly, contacting the hotel first. The property insisted that Orbitz had sent them two reservations under Crumb’s name, even though Crumb had a communication from Orbitz customer service assuring her she had only one reservation.

“And that really should have been sufficient to clear up this entire mess,” Elliott wrote. “Instead, Orbitz and Comfort Inn played ping pong with $426 of your hard-earned money. Each blamed the other, but no one was willing to refund your money.”

“A brief, polite email to the customer service managers at Orbitz (owned by Expedia) or Choice Hotels might have moved your case in the right direction,” Elliott said, noting that he was listing contact names, numbers and email addresses on his consumer advocacy site, for future reference.

In the end, after contacting Orbitz directly, Elliott convinced them to refund Crumb her $426.

  1
  0
Tip of the Day
Daily Top List

5 Offline Places to Find Luxury Travelers

1. Local schools.

2. Professional services.

3. Local luxury retailers.

4. Arts community.

5. Luxury establishments.

Source: TMR

TMR Recommendations
Top Stories
Here Are the Top Reasons Travel Insurance Claims Are Delayed or Denied
Here Are the Top Reasons Travel Insurance Claims Are Delayed or Denied

Travel agents relentlessly recommend their clients purchase trip insurance, but a traveler’s missteps could delay or deny their claim.

What Individual Fare Pricing Means to Travel Agents
What Individual Fare Pricing Means to Travel Agents

Travel sellers cannot afford to remain unaware of this seemingly inevitable and revolutionary development in the way that air travel is sold.

New York Times Promotes Perks Travel Agents Offer
New York Times Promotes Perks Travel Agents Offer

In a story that will appear on Sunday, the Times highlights the benefits for travelers of working with a travel agent.

Selling to the Affluent and Determining Where Their Value Lies
Selling to the Affluent and Determining Where Their Value Lies

At The Affluent Traveler Collection Symposium, industry veteran Larry Pimentel shared insights and tips on selling luxury travel, including the importance of defining exactly what luxury travel is in today's market.

Headquarter Happenings: American Marketing Group Marks Its 48th Year with New Technology, Partnerships, and More
Headquarter Happenings: American Marketing Group Marks Its 48th Year with New Technology, Partnerships, and More

Travel agents belonging to TRAVELSAVERS, NEST and The Affluent Traveler Collection groups met with preferred suppliers, AMG staff and peers to find "The Way Forward."

Headquarter Happenings: The Affluent Traveler Collection 'Accelerates' Its Agents Through New Training, Partnerships and Technology
Headquarter Happenings: The Affluent Traveler Collection 'Accelerates' Its Agents Through New Training, Partnerships and Technology

Luxury marketing organization ramps up its resources to help member agents meet the needs and desires of today’s affluent clientele.

News Briefs
TMR Report Cards
Advertiser's Voice
Advertiser's Voice: Norwegian Cruise Line