Complaint / review text:
We booked a hotel room with double beds. When we arrived at the hotel, we checked in and were told that there were no double bed rooms available. At the time of booking, there was also no information stating that the hotel only had smoking rooms available. This is something that should have been something that customers should be able to specify/request what type of room you want.
Since we did not receive what we had paid for, we wanted to get a refund. The hotel told us that they were overbooked and there was nothing they could do since we booked the room through Orbitz. We called Orbitz to try to get a refund and they told us it was up to the hotel and that they could not help us. The customer service person told us two different option - first he said if we cancel the reservation they can send a refund but we're responsible for finding another hotel. Then he said that if we cancel the reservation we would be charged the full amount. He had very broken English and there was clear disconnect and miscommunication. Overall, this has been a very dishonest, unhelpful, misleading way to book a hotel room. We will not be using Orbitz in the future and would highly recommend that others do not as well.