Otel.comReviews 90

DO NOT BOOK! I cancelled a trip to Florida because of Covid-19. I called the hotel direct to let them know we were not coming, per the guidance of an OTEL member... the hotel refunded OTEL with no penalty. I have now been going back and forth with them to get a refund and they are saying their supplier does not accept the refund request. What kind of business is that?! There is a pandemic in this world, people are losing their jobs (I am now one of those people), and these people won't give me back my money when they received a full refund. GIVE ME A BREAK. Do not recommend.

STAY AWAY FROM OTEL.COM

PAY ATTENTION OTEL.COM STOLEN MONEY TO TRAVELERS

I confirm you the negatve experinece with Otel.com.

Here you can find the reply of customer service of Otel.com related to the cancellation of the booking and voucher for a holiday from 11 to 13 of April 2020 in Rapallo - HOTEL EXCELSIOR PALACE that they make without any authorization from my side with the refuse to refund me the advance payment.

I understand that for COVID situation Hotel will be close from 11 to 13 of April and is not a problem for me to stay home n this period but I consider unacceptable the fact that OTEL.COM REFUSE TO REFUND the amount of money that I pay in advance last November 2019 with the excuse that hotel suppliers are charging to OTEL.COM full for this booking, so they are not able to provide a refund.

In below E-mail you can find the reply receipt from customer service of OTEL.com for my refund request:

4 apr 2020 - 23:38, Sahar Dashti write:

Dear Guest

Greetings from Otel.com.

We regret to inform you that despite our best efforts, the cancellation fee waiver request was rejected by our partners due to the strict voucher conditions.

Since our hotel suppliers are charging us full for this booking, unfortunately, we are not able to provide a refund.

We appreciate your kind understanding.

Please let us know if you need any further assistance.

Kindest Regards,

Sahar Dashti

Customer Experience Specialist

A scam operation. It appears the they make their money by keeping what you pay and not passing it on to the hotel. I cancelled a reservation a week ago which the hotel says is fully refundable, but they had not received payment. These guys are trying to hang onto the money and not pass it on to the hotel. My bad for not reading all the other bad reviews. When I told them I would post bad reviews if they didn't notify the hotel of the cancellation they said they had passed my money on to the "hotel supplier" but they refused to tell me who that might be. They won't tell me why it is not refundable when the hotel says it is.

I booked an attractive deal with Bed and BREAKFAST and was surprised that it will be the same cost as Bed only but why should I care.
When I received the voucher, it had 'room only' and i did live chat but and agent (or a program) by the name of 'Ece' kept telling me that my voucher says room only and had the nerve to ask me for screenshots!
Seem like unlike booking.com, agoda, expedia, makemytrip, nustay etc. with otel you need screenshots or you will not get what you booked!
I tried to find the hotel I booked in again on their website to show them and take screenshots but, of course, it was not there any longer. However, I found the attached picture of another hotel showing how they scam people. As you can see, same room for same dates while if you take it with breakfast IT WILL ACTUALLY BE CHEAPER! Where did you ever see anything like that on honest websites. This is how Otel.com lure you and make you book without thinking like they did with me

Otel IS A SCAM, I booked two rooms a Deluxe and Superior room and when I checked the reservation two weeks before the trip the Deluxe room was cancelled. When I contacted them that I saw the room was cancelled they said sorry and would booked another room. But what they did was to replace the Deluxe room that was cancelled with a Superior room a $431.46 difference in cost. I called, open a ticket and messaged with them several times for more than a week, they now claim when they advertise a deluxe or superior room that they are the same thing.

Scam scam scam! Don't even think of booking with this site. They sold me a "standard individual room" and after paying it was a shared room! When i contacted the help center they opened an internal investigation to check if it was their mistake. 1 week later they answered me telling it was their mistake. But I had to pay the difference in the hotel and they would refund me later. When I asked how they were going to refund me, they never asked. Three times I asked. Each answer took 4 or 5 days. Embarrassing, an appalling service. And no customer service at all. Avoid this site because you won't have any help from them.