Otel.com

I write the following review to highlight the bad service I had using Trivago website and, consequently, Otel.com, recommended or suggested by Trivago.
In February 2020, I looked up on Trivago search engine for the best solution to make a reservation for a trip to make. By providing the services and the location I was looking for and the resort to stay at, Trivago suggested me to use Otel.com as the lowest-price solution for my vacation.
Therefore, I made a reservation at Sikania Resort in Sicily from 25 July to 01 August 2020, paying in advance by credit card, and directly to Otel.com, a total amount equal to EUR 1,216.70.
Few weeks ago, I called Sikania Resort to have some information about the location and the services provided and, in such occasion, I have been told - with great surprise - that my reservation had been cancelled on 12 May 2020. More specifically, I have been told that the reservation had been cancelled directly by Otel.com even though I have never intended to do so, and without being told anything about it by Otel.com or any person belonging to the Resort.
I had never used before Otel.com and I made for the first time a reservation through Otel.com because, according to Trivago, it was the best solution for my trip. Unfortunately, it was not the case, since I tried for ever to contact Otel.com and its customer center without results.
I will never use again Otel.com or any other website suggested or recommended by Trivago, and I am really disappointed with Trivago service since that what happened to me shows and proves Trivago has no a control over the other website and companies it recommends.

TERRIBLE and UNRELIABLE BUSINESS!... Don't waste your money and time! DO NOT MAKE ANY BOOKINGS ON OTEL.COM... just don't ruin your vacation. Here is my story: I have been waiting for my refund since December 2019 and it's May 2020 now. I still haven't received my money back! They agreed to issue us a full refund back in February 2020 and ASSURED us IN WRITING that the refund HAD BEEN ISSUED ALREADY and it's on the way. They told us that it will be reflected back to our credit card within 2 - 14 business days. Since we received a confirmation by email that our money is on the way, we were not worried about it. We thought it was just a matter of time. However, even after several weeks of waiting we hadn't received our money back to the bank account. Later I send a follow-up email to this company again and asked them to check the status of our refund. The respond came with a delay again. It's their way of making a business...)... In their email, they told us absolutely different information. They basically said that they had changed their mind and decided not to refund us money. Now the reason was COVID-19. They told us that they are going to give us a voucher which will be valid for one year only, but we don't need this voucher at all. It looks to me that this company is just trying to fool us and find a way to keep their customers money. I know that it's a difficult time for the travel industry now, but our claim was opened back in 2019, many months before COVID-19 crisis. Moreover, they lied to us in February 2020, that the refund had been issued already. I'm just wasting my time calling them and sending them endless emails. I'm very frustrated with this situation and I had never had such a terrible experience with any travel company. I'm not the only one who has had an issue with them. I made a research on the Internet and there are many complaints about otel.com. We are all in a difficult situation right now due to COVID-19 but it's not the reason to speculate on it. By the way, despite the fact that they promised us to issue a voucher, we haven't received any I wish to put them out of business! WARNING: Do not do business with these scammers!

STAY AWAY FROM OTEL.COM

PAY ATTENTION OTEL.COM STOLEN MONEY TO TRAVELERS

I confirm you the negatve experinece with Otel.com.

Here you can find the reply of customer service of Otel.com related to the cancellation of the booking and voucher for a holiday from 11 to 13 of April 2020 in Rapallo - HOTEL EXCELSIOR PALACE that they make without any authorization from my side with the refuse to refund me the advance payment.

I understand that for COVID situation Hotel will be close from 11 to 13 of April and is not a problem for me to stay home n this period but I consider unacceptable the fact that OTEL.COM REFUSE TO REFUND the amount of money that I pay in advance last November 2019 with the excuse that hotel suppliers are charging to OTEL.COM full for this booking, so they are not able to provide a refund.

In below E-mail you can find the reply receipt from customer service of OTEL.com for my refund request:

4 apr 2020 - 23:38, Sahar Dashti write:

Dear Guest

Greetings from Otel.com.

We regret to inform you that despite our best efforts, the cancellation fee waiver request was rejected by our partners due to the strict voucher conditions.

Since our hotel suppliers are charging us full for this booking, unfortunately, we are not able to provide a refund.

We appreciate your kind understanding.

Please let us know if you need any further assistance.

Kindest Regards,

Sahar Dashti

Customer Experience Specialist

AVOID!

** SINCE EMAILING OTEL.COM REGARDING THE 5 STAR RATING THEY CLEARLY SHOW ON THEIR WEBSITE THEY HAVE NOW CHANGED THE HOTEL TO A 4 STAR**
SEE SCREENSHOTS OF WHEN I BOOKED WITH OTEL.COM CLEARLY SHOWING 5 STAR TO TODAY NOW SHOWING A 4 STAR! SCAMMERS!

We booked our hotel in Mexico back in March. Otel.com clearly state on their website that the hotel is a 5star hotel.
When we arrived at the hotel we could tell straight away the quality and cleanliness of the hotel was not a 5 star!
The room was filthy, the food was terrible ( we had to send our food back) and there were a list of other issues that we encountered in our cut short stay.
There was no manager, we could only complain to our ''butler'' who told us he could not help us with our complaints.
He did confirm that hotel is NOT a 5 star and in fact a 4 Diamond that we had never heard of being form the UK.

We had to check out less than 24hours after arriving due to the many issues we had. We were meant to be staying 4 nights.
The manager arrived as we were leaving and told us it was up to otel.com to refund us and deal with our complaint. He could only apologies for otel.com deceiving us with their 5 star rating on their page and advised us they have never been a 5 star hotel.

I emailed them immediately. I had to wait 2 weeks to get a response even though I spoke with many of their employees on chat every other day who would constantly tell me someone is working on my case and i will receive a response later that day! This never happened. When i did receive a response it was from someone with broken english who simply told us they have rejected our requests.
I have never dealt with a company who lies on their website they did not acknowledge or take ANY responsibility for anything that I wrote in the countless emails to them.

AVOID this company they have zero customer service. If you have an issue it will not be dealt with!