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| - I rarely write reviews, but after my horrible experience this weekend with Travelocity, Expedia, Vdara, and Jet Luxury, I felt obligated to write a review in the hopes that my experience will act as a warning to anyone else who considers booking with any of these companies.
Here's the top-level summary:
1) I didn't get the room I was expecting. They blame me, and I blame them. But customer service begins in times of conflict, and all of these companies fell well below the bar for their service.
2) The room I did get was small, dingy and beat-up. The pull-out couch was incredibly uncomfortable. The mattress was very thin and beat-up, and the metal support rods made it impossible to sleep on. To make matters worse, it didn't have sheets on it (and no linens were in the room). Oh and the air conditioning didn't work. All of the furniture was beat up, with scratches and dings. #FAIL on Jet "Luxury". I've stayed at rooms in Motel 6 that were in better shape.
3) Vdara hotel washed the hands of the entire affair. How they allow a vendor like Jet Luxury to resell rooms in their own hotel is beyond me -- it impacts their brand and as a result of this experience, I'll never stay at Vdara ever again. When we called to get sheets delivered, it took *30 minutes* for them to bring them to us (and we had to go down to the front-desk twice). We called and asked for a rollaway cot. They promised one, but never delivered it. #FAIL on Vdara for allowing Jet Luxury to operate, and for their horrible customer service.
4) Travelocity's customer experience was incredibly poor. I spent over two hours on the phone with them, trying to figure out a way to salvage the weekend. They put me on hold for 20-30 minutes at a time, told me inconsistent things from agent to agent, and basically lied (saying that they were contacting the hotel directly when in fact they were calling Jet Luxury). Jet Luxury wasn't answering their phones, and so I wasn't able to get resolution despite being on the phone for two hours. I can't believe that Travelocity would use a vendor like Jet Luxury, and under no circumstances (even if they are cheaper) could I recommend using Jet Luxury. The put $$$ in front of customers.
The frustrating thing is that I thought I was going through Vdara directly, and wished I had. I feel like had I booked with them directly, I could have avoided this entire situation. It's confusing because when you book on Travelocity, it isn't clear at *all* that you aren't booking with the hotel, but are instead, going through Jet Luxury, a middle-man. Vdara gleefully informed me that they had "plenty of space" with the units they managed and could "easily get me into a City Corner suite" for the weekend. They recommended that I call Jet Luxury -- they assured me that I could get upgraded.
No chance. Jet Luxury Resorts had no availability, refused to issue me a refund (even a partial refund), and basically told me that I needed to work with Travelocity to sort out the situation. I spent almost two hours on the phone with Travelocity. They were unable to issue a refund or even get in contact with Jet Luxury (who apparently quit answering their phones at 6:00 PM).
It is an incredibly frustrating experience to be caught between three vendors who all blame each other. Vdara blaming Jet Luxury. Jet Luxury blaming Travelocity. Travelocity blaming Jet Luxury. No one thinking about the customer. My brothers and I had been planning this trip for six months and it was a horrible way to start the trip. Ultimately we ended up getting another hotel room in another hotel and half of our party slept there.
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