HotelsCorp offered to get 2 discount Universal Tickets for $25.00 with an agreement to make 90 minute tour at West Gate Resorts, Orlando on the web. We called HotelsCorp 800 number and made an agreement to make the tour over the phone in New York. At Orlando, a voucher to claim 2 Universal Studio ticket was given at the West Gate Resorts welcome center before the tour was started.
We are also surprised to see that 90 minute agreement was actually a sales presentation rather than a tour. After asking personal questions, such as, income, visa, work, and various annoying questions, West Gate sales rep told us that the presentation needs to be cancelled since my wife does not speak an English well enough. Such an agreement – to be fluent in English – was never communicated to us and according the receptionist, such an email was sent. We did not receive any email from HotelsCorp. What was much surprising to see was that hyper active sale reps on the near by tables are pitching other customers to buy time-shares. HotelsCorp has full intension of selling time-shares in $25 deal, but never mentioned during initial sale over the phone. HotelsCorp is using unfair and hidden marketing tactics to get customers at their door and tie them to buy time-shares.
Another problem! $25 was refunded immediately by the receptionist so we thought the deal was over. We are also under impression that voucher will be electronically cancelled, so we kept the original voucher, knowing that it is useless, just in a case we need it. So, we bought 2 Universal Studio tickets from the local tourist center.
After finishing the vacation in Orlando, we noticed that $147.62 was charged on AMEX card on 12/15/2006. I immediately called HotelsCorp and when asked, I was told that charges were made for holding the voucher. I wasn’t expecting nor at least had some courtesy to mention that additional charges will be made even after the tour was cancelled. HotelsCorp marketing agent refused to give any refund, since they believe that we already claimed the voucher to get Universal Studio tickets. So, I requested her to check in the database to see whether the voucher was really claimed. I believe that HotelsCorp has technology infrastructure to make such inquiries, but marketing agent refused to take any action. Agent Ms. Williams promised to refund $147.62, provided that we mail original copy of a voucher, after discussing with her manager. I asked Ms. Williams if she could email such promise in writing as a proof but she refused and mentioned that it is against the policy. She specifically instructed to make attention “Upper Management” on the certified mail. So, I took her promise over the phone and mailed original voucher by USPS certified mail with return receipt on 12/22/2006.
We got return receipt on 12/26/2006, and waited about a week to give some processing time for HotelsCorp. Second call was made on 01/02/2007 and when asked for Ms. Willliams, we are told that she was away for Bank. And another agent (we didn’t get his name) promised that he will call us back to let us know the status. No one called for a week. Third call was made on 01/06/2007 and it was surprising to hear that Ms. Williams moved to another department according another HotelsCorp agent. But she told me that Ms. Rose Mary who seems to be a manager is handling the case. Forth call was made on 01/08/2007 and one of the agents told me that I would still require faxing a copy of the certified mail return receipt, so that they could start an investigation. She also told me that there is a possibility that I’m lying so she would need to check with Post office if the mail was really authentic. And she has no idea who is holding original mail.
At this point, I ‘m strongly convinced that HotelsCorp has no intension to refund charges, but trying to delay the process, so that customer would eventually give up. As I stated before, Ms. Williams promised to refund once HotelsCorp receives original vouchers. And now she is totally disappeared and could not reach further.
In summary, HotelsCorp made charges on AMEX card without any notice and used unfair business practices to delay the process. Secondly, HotelsCrop also uses hidden marketing tactics to get customer at their gate and lock them to buy time-shares.
