You are an unprofessional, dishonest and a thieving organisation

<p>To whom it may concern,<br /><br />Your company slogan: 'Travel made simple'. Not in my experience. But what I have experienced is nothing less than one disappointment after another.</p> <p>Your website statement claims the following: 'No hidden costs or taxes, completely transparent pricing'. This is the total opposite to the experience I have recently encountered while dealing with your company.</p> <p> <br /> </p> <p>Upon finalising my 2 flight tickets from Cape Town international to JFK International Airport (connecting via Dubai), an option to book my accommodation through your site presented itself. I browsed through the options and after careful consideration, I selected and paid for the 'The Manhattan at Times Square Hotel' (Itinerary number: ********** 84561)</p> <p> </p> <p> <br /> </p> <p>1. Your website advertises that because my flight was booked through Travel Start, I qualify for a discounted rate on the hotel booking.</p> <p> <br /> </p> <p>o For 10 nights I was quoted $1,100 which I accepted as being reasonable and continued with the transaction. Only to find out later that the amount deducted from my account was $2,363</p> <p> <br /> </p> <p>o So the 'discounted total price' that was displayed online before providing my credit card details was deceiving. You charged additional service charges THAT WERE NOT QUOTED WITH THE FINAL PRICE.</p> <p> <br /> </p> <p>o I followed up to understand how my 'discounted rate' was calculated, only to realise that each night has been calculated at a different rate. (The receptionist at the hotel confirmed they work on a fixed rate.)</p> <p> <br /> </p> <p>o The following charges is what your company charged (cost per night per room) for the duration of my stay: <br />3 July total per night: $133.51<br />4 July total per night: $133.51<br />5 July total per night: ****.31<br />6 July total per night: $157.21<br />7 July total per night: $141.41<br />8 July total per night: $157.21<br />9 July total per night: $165.11<br />10 July total per night: $125.61<br />11 July total per night: $157.21<br />12 July total per night: $180.91<br />13 July total per night: $180.91<br />14 July total per night: $165.11<br />15 July total per night: $173.01<br />Taxes $297.83<br />Service fees $45.50</p> <p> </p> <p> <br /> </p> <p> </p> <p> <br /> </p> <p>2. Breakfast not included:</p> <p> <br /> </p> <p>o Imagine my surprise the next morning when I am told that my booking does <br />not include breakfast. Besides for this being annoying, this worked out additional expenses that wasn't included in my budget. </p> <p> <br /> </p> <p> </p> <p> </p> <p> <br /> </p> <p>3. On the hotel business card, it advertises the following services included:</p> <p> <br /> </p> <p>o Local, long distanced and international calls</p> <p> <br /> </p> <p>o WIFI</p> <p> <br /> </p> <p>o Refillable water bottles</p> <p> <br /> </p> <p>o Fitness Centre 24h</p> <p> <br /> </p> <p>o Business Centre 24h</p> <p> <br /> </p> <p> i. Besides for the $2,363.42 that I had already paid to your company, while checking out, I was charged an additional $25 per day for the use of their Wi-Fi and gym facilities. <br />That now brings my total bill to $2688</p> <p> </p> <p> <br /> </p> <p>4. Your website advertises that this is a 4 star+ hotel. I am well travelled and have experience in staying in hotels all over the world. The floor my room was positioned on, was most certainly nowhere close to a 4 star:</p> <p> <br /> </p> <p>o The air-conditioner was ancient and very noisy.</p> <p> <br /> </p> <p>o The ceiling in the bathroom looked like it was going to collapse.</p> <p> <br /> </p> <p>o The room had layers of dust and filth behind the furniture and fire sprinkler system.</p> <p> <br /> </p> <p>o The carpets in my room and corridor were unhygienic and dirty.</p> <p> <br /> </p> <p> </p> <p> <br /> </p> <p>Even though I was totally disgusted with the hotel, my grievance is not with them.</p> <p>You are an unprofessional, dishonest and a thieving organisation.</p> <p>You are advertising a product at a 'discounted' price and what you show your customers and what we get are two very different stories. </p> <p>If I had paid a deposit in my own capacity and was not satisfied upon arrival, I would have moved on, but I had no choice to endure my time in this hotel because it's a none refundable booking.</p> <p>I am looking into a legal complaint against your company.</p> <p>M I Dobie <br /><br /><br /></p>