"This website is a joke! Their website does't work but somehow they managed to charge my credit card. When I called to ask for a refund for a payment that should've never gone through they told me that I need to call the hotel and cancel my reservation myself to get reimbursed. After much begging the hotel cancelled the reservation at no charge but Otel.com has not reimburse me yet; it's been over a month. Very disgusted by the costumer service they claim to provide! DO NOT USE THIS SITE, worst costumer service ever!!!!"
"I have made 2 reservations on 7 and 31 December from OTEL.COM When I called these hotels, they told me that my reservations were not visible on their system. I called OTEL.COM back quickly; however they stalled me for days. They finally canceled my reservations without any reason. They have still not paid my money back. Also I missed the chance of early booking. The price of related hotels rised and my loss was more than $ 500. I'm gonna have to go to court for all of these. I am warning you: don't book on this OTEL.COM. Reservation ID: 3317396 and 182E6D1."
"The hotel I reserved through Otel.com did not receive information about my payment. I had to pay at the hotel again in order to get a room. Therefore I paid twice. Spent two days with Otel on live chat trying to resolve the problem. As of today, the second day it is still not resolved and I am leaving tomorrow morning. The customer service number they gave me does not work in the USA."
"Prices for resort is great. So great that it made me nervous after reading all the reviews. To make sure there isn't going to be an issue, I contacted otel.com through chat (phone number not answering) and they were able to help me setup a message to their operation teams to transfer my booking. 2 weeks later, I got an email confirming my reservation. I also called the resort to make sure they have my reservation and they do have it. It's May 2018 and I'm booking for April 2019. Confirmation took some steps but honestly, for the price, it's worth it. Based on most reviews that I read, most people had issues with the refund and confirmation from hotel. Otel.com is a third party company and their cancellation policy lets you cancel about 2-3 weeks before check-in. This means that all reservations doesn't get transfer right away until to 1 month until check in (thats why the hotel doesn't have your confirmation). As far as refunds, I highly recommend using a credit card. If refunds aren't being refunded , you should file a dispute. The credit cards company has your back and otel.com clearly states what their cancellation policy is, you can use that as your backup when filing with your credit card company. "
"Worst experience ever I had"
"Being trying to get a refund for TWO months and no anwser. Chat is the same pre-written answers and no real solution. Once they sent me an email and that's the last I heard of them... I'm starting to think I will never get my money back. "
"I booked with them for a hotel in Orlando, Fl about a month ago. I called the hotel to see if they have my reservation on their system, but they couldn't find anything under my name. Then, I tried to reach Otel.com customer service, they barley answer their phone calls. After calling them several times, they finally answered and promised me to confirm my reservation with the hotel.Now, my trip is less than a week, I called the hotel again and they still have nothing about my reservation. Finally, I called Otel to give them a last chance, but they didn't answer. I ended up cancel my reservation and waiting for a refund. And I had to book another hotel with different booking age. I wish I knew earlier so that I wouldn't waste my time and my money"
"I booked with this sad excuse for a company over six months ago, just to find out that they had not contacted the hotel for my booking. Needless to say, I did not stay at that hotel because I was never on their books. Otel.com STILL charged me despite their failure to follow through on their end. After several failed attempts at contacting this trash company, I finally was able to speak with someone via chat. They assured me that they would refund the money. Here I am six months later with not a dime from them in my bank account. I seriously hate frauds. Otel.com is the trashiest company I have ever come across in my life. And the lip service, continuously telling me that I will be refunded, and yet nothing is coming of it? Wow. These people seriously have no conscience. PLEASE DO NOT BOOK WITH THEM!!!!! "
"I also had the worst and most unbelievable appalling service with otel.com!!
Never use them!! Fraud, fraud, fraud!! This company is very bad!!! I’m contacting my lawyers!!
All of our flights were canceled due to a strike in Buenos Aires - we planned to stay at a hotel booked here. After the 2 day strike, we planned to go to the hotel but we couldn’t get flights for another 2 days due to the backlog. We called there customer service several times of this hotel and they were really unhelpful and awful. We explained about this situation due to unforeseen circumstances but they were uninterested. We lost like $800USD!!
This company is extremely poor with customer service and is not interested in helping anyone. Please avoid 100% this company!!! Never use them!! "
"Reservation was made under my name and paid for but it was for my brother. He could not check in even though he had a copy of the voucher. I got an email with a complaint number but 3 hours passed and still nothing happened"
"I paid for a hotel room and the hotel is telling me I have no reservation. I was charged the amount of $272.34 and I can't get any information from the hotel or the booking website. They say it was nonrefundable and yet I don't have a reservation. How can I pay for a room reservation that doesn't exist? I am concerned based on others reviews that this whole set-up is a scam to take peoples money and then never go through the hotel to book the room. I want to book another room but I can't until I have this amount refunded back to me as it was close to $300 that I would be out if this is as illegitimate as it seems.
I have sent the seller multiple online messages and called but have gotten no answers. They cancelled my booking and said they fixed it in their system, but Team America has no record of it being reinstated and the hotel has no booking for me. I did not pay for a service that I am not receiving and I am not getting any word back from the company. This whole set-up is a scam that lures people to book rooms and then doesn't provide them with the service (room) they paid for."
"On 12 November, I booked a room through Trivago for 4 nights at the Grandhotel Hessischer Hof. Shortly thereafter, I received a bizarre-looking confirmation email from a company named Otel.com stating that I "might not be able to get a confirmation from the hotel if you try to get in contact with them."
This seemed very suspicious to me, so I called the hotel to see if there were even any rooms available for the selected dates. None - they were fully booked. I then attempted to call Otel.com on +90 850 502 77 69 to cancel - the number did not work and several times gave an automated message saying "This number is not in service." More red flags!
Finally, I able to get through using their live chat and was connected to 'Tolga', who rudely assured me that rooms were available, despite the hotel confirming that there were not. This was not good enough for me, so I requested a free cancellation and full refund. This was confirmed by another representative, Okan Akkus in an email on 12 November, stating "By visiting the 'my Account' page at otel.com you can confirm the cancelled status of the booking. [...] Please allow time for the refund to reflect on your statement."
On 16 November, I checked the My Account tab - the booking still showed active and not cancelled. Erge Koyuncu responded via a ticket that "there might have been an update problem in [my] account" and to please wait 7-14 business days for the refund to appear in my credit card statement.
17 business days later on 7 November, I contacted Otel.com via their ticketing system to inform them that the refund had not come through. No response. I then tried the chat line and was informed by 'Ahmed' that Erge Koyuncu was handling this and was not currently in the office. I asked him to ensure that she would respond when she came online tomorrow; he assured me that she would.
No response overnight and no word, so I contacted them again the following day on 8 November. Again, no response.
I called several more times and (this time!) managed to get through - I was told that they were following this up 'internally' (no proof of that, of course) and that they appreciated my patience.
Finally, on 13 November, I received an email from Yuliya Inan claiming that there had been issues "between the banks sides" and this had caused the refund not to go through. She claimed the refund had been applied again that day and I should wait a further 10 to 15 business days for this to be reflected on my statement.
Following this email, I contacted Otel.com on 14 November and advised that this was not good enough. I requested a copy of the remittance advice for both "refunds" as well as the contact details for a manager to escalate the issue. Both requests were rudely refused.
I will now be opening up a fraud investigation with our credit card company, as well as posting this review to as many sites as possible."
"I tried to book a hotel in LV for 4 nights and it charged 6 time in my credit card for 1 booking its a Fraud transaction claimed by my bank. It did took the payment form 6 different locations at 1 time. I suggestion be away from this website."
"I booked two nights at Lake Tahoe Diamond Resort- check in on 7/29/2016 and check out on 7/31/2016. We got emails from OTEL for confirmation and also sent email to confirm that we are going before we left for the trip. When we got there on 7/29/2016 evening, there was no room for us! After a few months of struggle with the resort, they finally said that they've already refunded money to OTEL.com. However, after dealing with Otel.come for a few months by chatting online with various agents and submitting tickets, I still haven't seen a dime yet. And to call the customer service phone number they proivded, we have to pay for international phone fee!!?? Otel,
1. Get your customer back for the night that you didn't provide the room !!
2. Get a 1800 number for US customer!!
TRACKING NUMBER : O6-13018441
Complaint Ticket Number: #4259242 and #4553196"
"I booked a room at the Chelsea Hotel in Toronto using Trivago. I thought I was booking through hotels.com, which is fairly well established, but it wasn’t until I got my confirmation that I realized I’d booked through otel.com.
Having never heard of otel.com, I did a search of reviews and felt a pit in my stomach when I read all the horrible experiences people had with this company.
Luckily for us, our reservation promptly went through to the Chelsea Hotel without issue, and the room was about half the price of what the hotel charges on its website. Furthermore, our itinerary changed, and we had to cancel our reservation. Again, the refund was prompt and painless—no questions asked.
I wouldn’t hesitate to use otel.com in the future. Whatever issues the company was having appear to be resolved, and our experience was highly favourable. "