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Otel.com Support Ticket - Travel charge review

Otel.com Support Ticket

Travel charge review

Created By: traveller's Picture traveller Last Reply: lonniep's Picture lonniep
Priority Level: [Low] Status: [Open]
Created: 8 years ago Last Updated: 7 years ago
Department: General Replies: 3

I was charged a $27 foreign transaction fee for local travel. I agreed to pay international transaction fees from my credit card company when applicable but had no warning my charge would be processed in Turkey for local travel within the US since the call center number started with 1-888 and this was not disclosed anywhere to be found until after the charge was completed.


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OtelcomStaff says: (8 years ago)
 0
Dear Traveller,

Thank you for your 2nd post. However as this is a duplicate of your previous post (copied below) to which I have already responded, I shall not post the same reply again, instead I shall wait for your e.mail so I can assist you further.

Looking forward to hearing from you...

Caroline
Customer Care Manager

'' I was unfairly charged a foreign transaction fee by Mastercard without knowing Otel.com would be charging my credit card from Turkey. My travels were within the United States, Otel.com has offices in the United States, and I had no warning that there would be a fee for an international transaction. I understand that in the Terms and Conditions I agreed "The majority of credit card providers charge some sort of an International Transaction fee. This can be as much as 3% although Capital One not only doesn't impose its own fee, but it also eats the 1% fee that Visa or MasterCard impose. This fee is passed on by certain credit card providers because the charge for your booking has been processed outside of the country that you reside in. Please note that the charge has not been passed on by Otel.com and that we cannot be held responsible for any international transaction charges passed on by your credit card issuer." However, in advance of payment, your website did not state that my transaction for travel within the United States, paid for in United States currency would be processed in Turkey. This should have been clearly disclosed and was not.

I\'m requesting that Otel.com compensate me $27.oo for the foreign transaction fee I was charged by Mastercard and modify your website to clarify that the charge will be processed in Turkey, therefore is subject to such fees.

The response from otel.com was

Dear Lara Hume,

Thank you for your message and bringing this to our attention.

I would like to advise you that our clients opinion is very important for us and we will take your suggestions under the consideration.

However as per our Terms&Conditions in section International Transaction Fees

\\\'The majority of credit card providers charge some sort of an International Transaction fee. This can be as much as 3% although Capital One not only doesn\\\'t impose its own fee, but it also eats the 1% fee that Visa or MasterCard impose. This fee is passed on by certain credit card providers because the charge for your booking has been processed outside of the country that you reside in. Please note that the charge has not been passed on by Otel.com and that we cannot be held responsible for any international transaction charges passed on by your credit card issuer.\\\'

Therefore we are sorry however the refund is not applicable for your complaint.

Would it be fair to remind that you did accept the Terms and Condition at the time of booking.

Remember to compare our great hotel rates the next time you travel and we look forward to assisting you again in the future.

Kindest Regards

Alina

Customer Service Support

Otel.com

Basically, I did sign an agreement to pay foreign transaction fees charged by my credit card company when applicable, but had no warning the charge would be processed in Turkey since the site was in English with a US 888 call center number and I booked a hotel in Orlando, FL. Otel.com does have offices in the US, I'm told. Thanks for your assistance ''




lonniep says: (7 years ago)
 0
Ditto for me, Traveller. That was my exact complaint, too, that Otel.com's Terms & Conditions are misleading and nothing tells you ahead of time that all charges are processed in Istanbul. And in dealing with Caroline at Otel.com (and previously two other representatives) they all do the same thing and go around and around the actual issue. Nothing gets solved and questions don't get answered. Impossible! Otel.com is not worth it when you figure the additional fee into the package price.



lonniep says: (7 years ago)
 0
Ditto for me, Traveller. That was my exact issue with Otel.com as well. They are misleading by not stating on their site AND in their Terms & Conditions that ALL CHARGES will be processed through Istanbul. And in my many trys to get an answer from Caroline (and two others) at Otel.com, they never did answer my complaint directly. Around and around the issue they went. I can't imagine ever trying to have them solve a bigger issue. Impossible! I highly recommend avoiding Otel.com - by the time you figure in your International Transaction Fee, your trip cost is no better than any other site - and should you have a problem with your booking - God help you.



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