Apparently, you can't book multiple rooms and then cancel only one of them on Orbitz. Check out this conversation...It's absolutely absurd. Help me spread this blog post around the world so everyone can be forewarned about this. I'd really like to see a guy like Seth Godin see this. (Sorry about the spelling errors in the dialogue.)
As you can see at the end, I was essentially hung up on.
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Chat InformationThank you for choosing Orbitz! My name is Charlena. How may I assist you?
Charlena:
Hello!
Dave:
i booked two hotel rooms and I need to cancel one of them.
Charlena:
Was it prepaid Dave?
Dave:
Not sure. my conf number is LNZXVG
Dave:
paid on credit card. I went to the cancelation page and i just want to make sure i don't cancel both rooms, just one.
Charlena:
I show that it is, so changes cannot be made. They require a rebook and cancellation, so both rooms would be cancelled.
Dave:
what if rooms aren't available or the rate goes up?
Charlena:
You can check that and rebook before canceling.
Dave:
Especially if I already have to pay a $50 cancellatio fee.
Charlena:
I can waive it if you rebook with us.
Dave:
it shows rooms aren't available at that hotel.
Charlena:
Is there another option for you?
Dave:
No. I want to cancel one room and keep the other.
Charlena:
I'm sorry, but that is not possible with a prepaid reservation.
Dave:
Then why can't I cancel them both and be assured I get the room I want back.
Charlena:
We always recommend that you rebook before canceling for this reason.
Dave:
There's nothing available! But really if I cancel both rooms, there's one room available.
Charlena:
If the hotel puts it back on our site, yes.
Dave:
Do you realize how ridiculous this is?
Charlena:
I did not make the rules.
Dave:
Can I speak/chat with the person who did?
Charlena:
You can call us at 888-656-4546 and speak with a supervisor.
Dave:
You can't call the hotel and have them save me the room?
Charlena:
I could not make them do anything, no.
Dave:
What kind of technology is this? In the past, I've been very pleased with Orbitz. If this can't be solved quickly and easily, why would I ever use this site again?
Charlena:
Can someone else go?
Charlena:
Can someone else go?
Dave:
Are you kidding me?
Charlena:
Orbitz has certain policies. I'm sorry that it upsets you.
Dave:
I'm actually just very surprised that Orbitz can't simply cancel one of my rooms. If this was 1946, this would be easier. I thought technology made things easier.
Dave:
I can't wait to share this conversation with everyone I know. I can't get over how some companies still think they can get away with treating their customers this way.
Chat InformationChat session has been terminated by the Orbitz Customer Service agent.
