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I Have Been A Victim of A Bait and Switch Scam by Startwood Hotles and Travelocity
Please spread the word about the Starwood Hotel- Travleocity Scam!
On November 24, 2009 I made a reservation on Travelocity for one
night for two rooms at the Walt Disney Swan and Dolphin Hotel at for March 2, 2010.
The information I was given was about their cancellation policy was that there was:
No Travelocity cancellation fee but they passed on a penalty if the hotel had one
There was a penalty to cancel only if the reservation is
less than 72 hours before check in.
Subsequently, in Jan. I contacted Walt Disney Resorts about changing hotels with-in Walt Disney Resorts so that we could get a theme room for my grandchildren, at the Caribbean Beach Resort. I was told Walt Disney Resorts didn't have a cancellation penalty if the reservation was cancelled at least 3 days ahead of time.
In February, I noticed that the previous reservation at the Walt Disney Swan and Dolphin Hotel had not been refunded on my credit card. I called the Walt Disney Swan and Dolphin
Hotel reservation center and explained the situation and was told that Travelocity had to make the refund.
I called Travelocity to arrange the refund. They told me that they had to get hotel approval to process the refund. I called Walt Disney resort and was told that they don't charge a cancellation penalty but that Travelocity has to make the refund.
I tried calling Travelocity three separate times and each time I was put on hold and disconnected after they told me they were calling the hotel to get approval for the refund.
Finally, I contacted my credit card company dispute department and we called Travelocity together. This time Travelocity got someone from "Starwood hotels" on the phone who told us they have a contract
with Travelocity and that they would charge Travelocity for the room even if we were not staying there and even though it was 29 days before the room was to be occupied.
And that they are not part of Walt Disney Resorts even though they are located on Disney property and they have Walt Disney in their name. And that they aren't responsible to disclose this fact, it is Travelocity's job to do so.
I pointed out the agreement I had been provided by Travelocity stated that I must cancel within 3 days prior to the reservation, that there is no penalty charged by Travelocity.
During this conversation I was informed that Walt Disney Resort policies did not affect the outcome
because even though the name of the hotel is Walt Disney Swan and Dolphin Hotel, it is not part of the Disney Resort hotels, It is operated by Starwood and they have a policy that there are no refunds after booking date.
"No refunds after booking date" information is not included in the Travelocity agreement, nor was it stated we weren't staying at a Disney Resort hotel.
I was never informed of no refund at time of booking policy until I informed them I had changed hotels and needed to cancel the reservation at the Disney Swan and Dolphin Hotel
I feel that this whole situation is a bait and switch. I acted in good faith and believed I was changing from one Walt Disney Resort to another and that there would be no change or cancellation penalty
Starwood Hotel should clearly state they are not part of Disney Resorts even though they are on Disney Property and have Disney in their name.
My Travelocity/Starwood Purchase agreement states that the cancellation must be within 3 days of the check-in date or a penalty applies and states that Travelocity had no cancellation fee.
Buried in the fine print is a sentence, after the three day notice that one night is charged if you change or cancel the reservation. It appears that this if the 3 day deadline is not met.
As a consumer, I was relying on the Walt Disney Resort reputation and hotel polices. I had no way of knowing there was another hotel company, Starwood, involved, in the transaction.
I need your assistance to obtain a refund for $466.76. Please spread the word about the Starwood Hotel- Travleocity Scam!
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