www.gtahotels.com

Aquagirl_3

UPDATE:

I called the hotel today to avoid more sleepless nights - and they confirmed my booking and also Miki Travel London as the travel agent. So things look good I'd say, but I'll post again when I'm back for a final review

DanT99

Dont know if you ever got it sorted, but one of the problems of using these big groups that contract thousands of hotels, although they get good prices, the service can 'sometimes'be lacking...wheras if you had booked with a smaller operator with an actual human that answered the phone, you would have had a better chance...

bonnycot

Seems that gtahotels are linked with metglobal and otel.com. I have the following story about otel.com....

I booked a hotel with otel.com last October from an internet cafe and received an email confirming my booking. The hotel was advertised as being 5k from Bergamo (Italy), the taxi driver told me it would cost 1 euro per km so when 25 minutes and a 25 euro bill later I asked why the journey took so long he said that the information I'd been given was inaccurate (this is backed up by AA autoroute). On arrival at the hotel, they did not have my booking and the number I gave them meant nothing, they allowed me to log on to the internet and I found to my horror that my booking had been cancelled.

I ended up having to negotiate a room with the hotel which cost 20 euro more than the price I'd paid on otel.com (though seems they did not charge my card) and forked out a total of 50euro in taxi fares for a hotel which was supposed to be 5km from bergamo and 6km to the airport (both clearly inaccurate).

I have been communicating with various non english speaking customer service personnel (apparently from their turkey office) and in nearly 6 months have got nowhere fast.

They insist the distance to the hotel is correct and seem to ignore my documentary evidence to the contrary.

They say they tried to contact me by phone and because I did not reply they cancelled my booking - I never received a call nor a missed call nor an answermachine message.

They tried to say maybe I'd given an invalid tel number but they contradicted this by stating my "correct" tel number on one of my emails.

They said the person that dealt with me had left the company

They said they would raise the complaint with the hotel - though clearly it was not the hotel's fault.

They insist that they tried to contact me - yet the only contact I had was an email (when I arrived at the hotel) to say they had cancelled it.

Basically they are saying that because they never confirmed my booking and did not charge my card that they cannot help me with my complaint.

I have asked for escalation but I've been told that it is Caroline (born in UK) but now based in Turkey is the highest port of call. She is simply not responding to my questions but is now saying that she cannot help me as it is more than 5 months since the event.

I have kept all the emails and am considering going to trading standards, I have received appalling customer services and they simply are not interested in my complaints and continue to avoid the issues and fob me off.

I'm severely angry and frustrated because of their general attitude and I just don't know what I can do to resolve this matter.

If anyone can offer advice please let me know...

TT13

Your message

2009-06-01 19:23:08

Anna,

It does seem like this is taking a long time and I feel that it is justified to take this request to an elevated level.

I see that there are many complaints about GTAHotels.com on the internet.

Therefore, I will wait another 24 hours for you to refund my purchase prices. After that I will issue a chargeback request with my credit card.

The contents of all communications will be posted on the internet.

Thank you for your assistance.

Eric [IMG]file:///C:/DOCUME%7E1/User1/LOCALS%7E1/Temp/msohtml1/02/clip_image002.gif[/IMG]
GTA Hotels

2009-06-01 18:17:32

Dear Mr XXXXXX XXXXXXXX,

Thank you for your message

Please accept our apologies for delay in your case. We are working through our providers who are in direct contact with the hotel. As soon as we hear from them we will advise you accordingly.

Kindest Regards

Anna
Customer Service Support
GTA Hotels [IMG]file:///C:/DOCUME%7E1/User1/LOCALS%7E1/Temp/msohtml1/02/clip_image002.gif[/IMG]
Your message

2009-05-29 21:23:37

Please describe what specific actions are taking place so that I can understand the reason for the delay in processing my request.

Can you please tell me if you have contacted the hotel and to whom you spoke. I contacted the hotel and found that there was no problem getting a refund with them.

Thank you
Eric


[IMG]file:///C:/DOCUME%7E1/User1/LOCALS%7E1/Temp/msohtml1/02/clip_image002.gif[/IMG]
GTA Hotels

2009-05-27 10:36:17

Dear Mr XXXXXX XXXXXXXX,

Thank you for your message

Please accept our apologies for delay in your case.

We are still investigeting this issue and we will advise you as soon as we have reply.

Kindest Regards

Anna
Customer Service Support
GTA Hotels [IMG]file:///C:/DOCUME%7E1/User1/LOCALS%7E1/Temp/msohtml1/02/clip_image002.gif[/IMG]
Your message

2009-05-27 00:11:55

I have still not gotten a response. Please respond as soon as possible. Thanks [IMG]file:///C:/DOCUME%7E1/User1/LOCALS%7E1/Temp/msohtml1/02/clip_image002.gif[/IMG]
Your message

2009-05-22 21:02:31

I did not stay there. I checked in, and checked out immediately. [IMG]file:///C:/DOCUME%7E1/User1/LOCALS%7E1/Temp/msohtml1/02/clip_image002.gif[/IMG]
GTA Hotels

2009-05-21 10:35:22

Dear Mr XXXXXX XXXXXXXX,

Thank you for your message

Please accept my apologies in that Anna has been out of the office but will be back tommorrow and I shall ask her to provide you with an update.

Can you also please clarify for me when you did check out of the Palace Station hotel?

Kindest Regards

Caroline
Customer Care Manager
GTA Hotels [IMG]file:///C:/DOCUME%7E1/User1/LOCALS%7E1/Temp/msohtml1/02/clip_image002.gif[/IMG]
Your message

2009-05-21 08:17:28

Anna,

Is there an update to the status of my request. It has been 12 days.

I have contacted my credit card company and they would like a phone number to contact you.

thanks for your ongoing cooperation.

-Eric [IMG]file:///C:/DOCUME%7E1/User1/LOCALS%7E1/Temp/msohtml1/02/clip_image002.gif[/IMG]
GTA Hotels

2009-05-08 16:48:11

Dear Mr XXXXXX XXXXXXXX,

Thank you for coming back with clarification

I am in contact with our porvider and hotel now and as soon as it has been resolved I will advise you.

response time vary between 5 and 20 days depending of the nature of the query

Kindest Regards

Anna
Customer Service Support
GTA Hotels [IMG]file:///C:/DOCUME%7E1/User1/LOCALS%7E1/Temp/msohtml1/02/clip_image002.gif[/IMG]
Your message

2009-05-08 16:19:01

Thanks for the quick response, Anna.

I was not given any paperwork when checking out. They were polite and accepted my request to cancel my checking in but did not give me any billing receipt or other paperwork.

Thank you for pursuing my request for a refund on this room. [IMG]file:///C:/DOCUME%7E1/User1/LOCALS%7E1/Temp/msohtml1/02/clip_image002.gif[/IMG]
GTA Hotels

2009-05-08 10:36:29

Dear Mr XXXXXX XXXXXXXX,

Thank you for your message

Please accept pur aqpologies for any inconvenience casued.

I am very sorry to hear that you were unhappy with the Palace Station and for the disappointment caused

Obviously any complaints relating to hotel facilities do need to be brought to the attention of the hotel management at the time so they can be given the opportunity to rectify the situation. I understand that you did do this so I am sorry that your complaints were not dealt with satisfactorily at the time

I will certainly monitor this hotel from now on and will also forward your compliant details to our supplier and the hotel so they can do the same and make improvements where necessary

I am grateful to you for bringing this situation to our attention, and as I am sure you will appreciate it is only through such client feedback that we can truly monitor and evaluate the product and service we offer.

Could you please clarify if you have obtained early check our slip from the hotel. If you did please fax a copy of the bill for my attention to 00 90 212 225 4272 or alternatively please attach with this message

I will await your clarification so I can assist you further.


Kindest Regards

Anna
Customer Service Support
GTA Hotels [IMG]file:///C:/DOCUME%7E1/User1/LOCALS%7E1/Temp/msohtml1/02/clip_image002.gif[/IMG]
Your message

2009-05-08 01:31:19

Two problems: The hotel asked me to pay an additional mandatory fee for usage of hotel facilities that I did not want to use. These facilities were advertised as standard amenities of the hotel, pool, gym.
Second problem: Hotel smelled of chemicals, especially the room. I could not tolerate the smell in the hallways or in the room.
I left the room immediately and returned to the front desk to ask for a refund. They requested that I contact the agency MetGlobal

What do you feel should have happened at the time?
I feel that I should get a refund since I did not use the hotel room.

Date the grievance occurred :
April 30

Date of reporting my complaint to the hotel :
April 30

Action that was taken by the hotel :
They accepted my complaint and did not charge me for the mandatory fees for hotel services, and told me to contact the booking agency to get a refund.

TT13

I book and showed up, but the room was gross. And there was a surprise surcharge upon checking in that negated any money I saved with GTAHotels rates.



So I didn't stay, it was too nasty of a hotel room. Booked a cheaper, nicer room somewhere else (Vegas). Now I am trying to get a refund. The hotel had no problem with refund, but GTAHotel won't give it. here is my correspondance. Most recent on top. You cannot call or even email, you need to log in to their system.

2009-06-01 19:23:08

Anna,

It does seem like this is taking a long time and I feel that it is justified to take this request to an elevated level.

I see that there are many complaints about GTAHotels.com on the internet.

Therefore, I will wait another 24 hours for you to refund my purchase prices. After that I will issue a chargeback request with my credit card.

The contents of all communications will be posted on the internet.

Thank you for your assistance.

Eric [IMG]file:///C:/DOCUME%7E1/User1/LOCALS%7E1/Temp/msohtml1/02/clip_image002.gif[/IMG]
GTA Hotels

2009-06-01 18:17:32

Dear Mr XXXXXX XXXXXXXX,

Thank you for your message

Please accept our apologies for delay in your case. We are working through our providers who are in direct contact with the hotel. As soon as we hear from them we will advise you accordingly.

Kindest Regards

Anna
Customer Service Support
GTA Hotels [IMG]file:///C:/DOCUME%7E1/User1/LOCALS%7E1/Temp/msohtml1/02/clip_image002.gif[/IMG]
Your message

2009-05-29 21:23:37

Please describe what specific actions are taking place so that I can understand the reason for the delay in processing my request.

Can you please tell me if you have contacted the hotel and to whom you spoke. I contacted the hotel and found that there was no problem getting a refund with them.

Thank you
Eric


[IMG]file:///C:/DOCUME%7E1/User1/LOCALS%7E1/Temp/msohtml1/02/clip_image002.gif[/IMG]
GTA Hotels

2009-05-27 10:36:17

Dear Mr XXXXXX XXXXXXXX,

Thank you for your message

Please accept our apologies for delay in your case.

We are still investigeting this issue and we will advise you as soon as we have reply.

Kindest Regards

Anna
Customer Service Support
GTA Hotels [IMG]file:///C:/DOCUME%7E1/User1/LOCALS%7E1/Temp/msohtml1/02/clip_image002.gif[/IMG]
Your message

2009-05-27 00:11:55

I have still not gotten a response. Please respond as soon as possible. Thanks [IMG]file:///C:/DOCUME%7E1/User1/LOCALS%7E1/Temp/msohtml1/02/clip_image002.gif[/IMG]
Your message

2009-05-22 21:02:31

I did not stay there. I checked in, and checked out immediately. [IMG]file:///C:/DOCUME%7E1/User1/LOCALS%7E1/Temp/msohtml1/02/clip_image002.gif[/IMG]
GTA Hotels

2009-05-21 10:35:22

Dear Mr XXXXXX XXXXXXXX,

Thank you for your message

Please accept my apologies in that Anna has been out of the office but will be back tommorrow and I shall ask her to provide you with an update.

Can you also please clarify for me when you did check out of the Palace Station hotel?

Kindest Regards

Caroline
Customer Care Manager
GTA Hotels [IMG]file:///C:/DOCUME%7E1/User1/LOCALS%7E1/Temp/msohtml1/02/clip_image002.gif[/IMG]
Your message

2009-05-21 08:17:28

Anna,

Is there an update to the status of my request. It has been 12 days.

I have contacted my credit card company and they would like a phone number to contact you.

thanks for your ongoing cooperation.

-Eric [IMG]file:///C:/DOCUME%7E1/User1/LOCALS%7E1/Temp/msohtml1/02/clip_image002.gif[/IMG]
GTA Hotels

2009-05-08 16:48:11

Dear Mr XXXXXX XXXXXXXX,

Thank you for coming back with clarification

I am in contact with our porvider and hotel now and as soon as it has been resolved I will advise you.

response time vary between 5 and 20 days depending of the nature of the query

Kindest Regards

Anna
Customer Service Support
GTA Hotels [IMG]file:///C:/DOCUME%7E1/User1/LOCALS%7E1/Temp/msohtml1/02/clip_image002.gif[/IMG]
Your message

2009-05-08 16:19:01

Thanks for the quick response, Anna.

I was not given any paperwork when checking out. They were polite and accepted my request to cancel my checking in but did not give me any billing receipt or other paperwork.

Thank you for pursuing my request for a refund on this room. [IMG]file:///C:/DOCUME%7E1/User1/LOCALS%7E1/Temp/msohtml1/02/clip_image002.gif[/IMG]
GTA Hotels

2009-05-08 10:36:29

Dear Mr XXXXXX XXXXXXXX,

Thank you for your message

Please accept pur aqpologies for any inconvenience casued.

I am very sorry to hear that you were unhappy with the Palace Station and for the disappointment caused

Obviously any complaints relating to hotel facilities do need to be brought to the attention of the hotel management at the time so they can be given the opportunity to rectify the situation. I understand that you did do this so I am sorry that your complaints were not dealt with satisfactorily at the time

I will certainly monitor this hotel from now on and will also forward your compliant details to our supplier and the hotel so they can do the same and make improvements where necessary

I am grateful to you for bringing this situation to our attention, and as I am sure you will appreciate it is only through such client feedback that we can truly monitor and evaluate the product and service we offer.

Could you please clarify if you have obtained early check our slip from the hotel. If you did please fax a copy of the bill for my attention to 00 90 212 225 4272 or alternatively please attach with this message

I will await your clarification so I can assist you further.


Kindest Regards

Anna
Customer Service Support
GTA Hotels [IMG]file:///C:/DOCUME%7E1/User1/LOCALS%7E1/Temp/msohtml1/02/clip_image002.gif[/IMG]
Your message

2009-05-08 01:31:19

Two problems: The hotel asked me to pay an additional mandatory fee for usage of hotel facilities that I did not want to use. These facilities were advertised as standard amenities of the hotel, pool, gym.
Second problem: Hotel smelled of chemicals, especially the room. I could not tolerate the smell in the hallways or in the room.
I left the room immediately and returned to the front desk to ask for a refund. They requested that I contact the agency MetGlobal

What do you feel should have happened at the time?
I feel that I should get a refund since I did not use the hotel room.

Date the grievance occurred :
April 30

Date of reporting my complaint to the hotel :
April 30

Action that was taken by the hotel :
They accepted my complaint and did not charge me for the mandatory fees for hotel services, and told me to contact the booking agency to get a refund.

budgetflyer

Ive used GTA hotels several times for bookings in Turkey and Spain with no problems.

Comments like "Scam" are IMO a bit OTT and (probably libelous)

Regarding GTA scouring the internet for neg comments- I doubt it. Probably more likely came across forum comments while checking "key word research" for website optimisation

Tarnie

I booked with gtahotels.com a couple of years ago for a hotel in Amsterdam and had no problems at all. We took the voucher,checked in and all was well.

I've recently tried to book for a two night trip to London and thought I had successfully done so having put all my details into the system, however, it was apparently only for a reservation request. I then had a call from my bank the following day to say that my credit card had been stopped due to fraudulent activity following the transaction with GTA. I have since booked the hotel through them as it was one I really want to go to so fingers crossed (although I think I'll confirm with the hotel direct to be on the safe side!!)

Jennikay

I'm also staying in London, booked through GTA as they were the only place with rooms at this hotel left (the hotel itself didn't.)

Was a little suspicious from the beginning, and slightly confused as to why I was charged in euros, to be honest.

I shall ring the hotel tomorrow and find out if they have my booking - I'll let you know.

Jennikay

Rang up the hotel today and they have my booking.

Just to let you know.

conquinn

Interesting reading.
I have not used GTAhotels before but have used otel.com a few times and never really had a problem.
All stays were correct , correct types of rooms e.t.c
In saying that didn't ever really need to contact their customer services before only once I think as I had booked the stay for my parents with my card and had to send a signed faxed copy to confirm I authorized the payment from my card.

I think its a bit harse to say they are a scam if they were my stays would have not been honoured and they were at a great price. Otel.com also provide points back scheme which I have also used to get money off a stay without any problems.
its probably the case that there customer service and policies around cancellations e.t.c seem to be extremly poor and thats where they are clearly lacking.