I wish I can make this review short but the multiple errors and lack of service by TZ has made it difficult to do so. Due to a Travel Zoo technical glitch, we were booked at the wrong hotel and now we're stranded in Miami, FL. They booked us for Atlanta, GA.?! The confirmation email AND 'pre-arrival alert' email indicates the Miami hotel info. Offices were closed and we couldn't contact anyone. We are two girls who were stranded until 1am in Miami. Called Travel Zoo next morning (today 12/30) and the agent was incompetent and gave us the run around. First told us it was a glitch and they're fully responsible. Told me she will refund me completely and re book me near the original booking location and can cover $300-$600/night. She then says "We have a Hilton in Princeton for $75/night. Oh, and this will be in New Jersey." Excuse me?! New Jersey?! She then apologizes and offered me few options, I selected the hotel and she asked if I was ready to head there. After placing me on a 15 min hold (I was on phone for 45 mins at this point), she comes back on the line and asks "Did you decide on a hotel? I was taking notes about our convo." Are you kidding me?! She then searches for the hotel and now tells me that I will need to pay for the hotel and they can't guarantee that the hotel costs would be reimbursed. Now I'm waiting at a random hotel lobby looking to book a hotel, which are triple the original price. Current rates are $550 for a 1 star hotel so you have an idea about what I'm facing here.
UPDATE: (12/30) After hopping from hotel to hotel and waiting until 7pm daily for a last minute deal to arise, we found another hotel (higher than the original booking price). Haven't heard back from TZ yet.
On 12/31, a Travel Zoo agent called me and told me they'll only cover up to $100. Ridiculous. We once again didn't have anywhere to go. At this time, due to NYE, hotel prices had nearly quadrupled. We ended up booking a hotel away from the main area which cost us $400 for the night. We were so tired of running around for 3 days, our entire trip was ruined and we ended up sleeping into the new year due to exhaustion. Thank you Travel Zoo for completely ruining our entire vacation.
After going back and forth for hours and hours, Travel Zoo said they will only cover up to our original booking amount and didn't even accommodate us due to their crystal clear mistake. Again, prices had nearly quadrupled and we had to cover the extra charges, which was several hundred dollars. PLEASE do yourselves a favor and go with other established travel sites (Orbitz, Expedia, Booking) who have a 24 hr support system and are reputable. The agents at TZ are rude, incompetent and have no regard to customer service and safety.
I have shared this terrible experience with my combined 900k Instagram and FB followers.
Hi Sara K.,
We apologize for any inconvenience you may have experienced. We are currently looking into your concerns and reviewing your contact with our Customer Service Team. We will be reaching out to you again directly.