Last week I made a reservation for an associate to stay at the Caravan Motel in Niagara Falls, New York. I made the reservation through www.orbitz.com.The reservation form asked if I was making the reservation for myself or someone else. I selected the someone else option and was prompted for both the guest's name and my name as the credit card holder.
The website and reservation confirmation email implied that my credit card would only be charged if the guest was a no show. Well, actually, it was probably completely ambigious about whether I was going to pay for the reservation or if my associate would be asked to fork over some money when he checked out.
When he checked out, my associate remembers giving the clerk his Visa card. When he got home he was someone confused because the receipt he received was for a mastercard.
That was ease to figure out once we checked the number and discovered it was my Mastercard number. The Caravan Motel was nice enough to give out my full credit card number and expiration date to the guest who was clearly specified as not being the card holder on the reservation.
Orbitz claims to have very rapid customer service on their website: "We'll do our best to respond within 3 hours." Last wednesday, that would be about 4 days ago, I presented this problem to them via the customer service email form on their website and asked, "Is it your normal policy to give people's credit card numbers out to 3rd parties".
So far not a peep from them. The question, I should hope is quiet easy to answer. The answer of course should be absoslutely not! However, maybe the reality of the way they handle customer information is different. The real customer service issue of making me a satisfied customer is much more difficult.
So far, it doesn't appear they want to answer my simple question or offer any customer satisfaction.