Travelocity
View company profile →
Won't help you if there's a problem!
In January, 2021 I made reservations through Travelocity to stay at Westgate Painted Mountain Golf Resort in Mesa, Arizona arriving on January 19th and checking out on January 20th. After checking in at the front desk I walked to my room and noticed bags of garbage leaning against the wall just outside my door. After entering my room I noticed a strong smell of marijuana toward the back of the room likely coming from the connecting room next door. In addition to the smell the bathroom was dirty and the guests next door sounded as though they were in my room. It was clear to me that there was no way I or anyone else could enjoy an evening in that room. I picked up my luggage and immediately returned to the front desk. I informed them that the room was unsatisfactory and why and that I would need to be moved to another room. His response in condescending fashion was that because the rooms all share the same configuration they would likely be no quieter while overlooking the other issues I mentioned. Following his refusal to move me to another room I asked for a complete refund. His response was that he would not be able to process a refund because I had booked through Travelocity and the refund would have to come from them. I then contacted Travelocity and stayed on hold with an associate while they called Westgate. The customer service agent at Travelocity after speaking with Westgate informed me that Westgate had refused any kind of refund and that there was nothing they could do even though it was Travelocity I directly paid. I then took my check in information and key and returned them to the front desk and informed them I was leaving. I then booked another Hotel in Mesa for that evening. It is clear with documented proof I did not receive the services from Westgate I had paid for having instead to book last minute at another hotel. Being tossed back and forth between Travelocity and Westgate I am disgusted with the service and the way I was treated by both Travelocity and Westgate to the point I would never use or recommend either of them in the future!