2/10 Poor
Jun 5, 2019
We were never able to get into the hotel. We arrived after 11:00 pm and we're informed the keys would be in an outside box. However, despite using the code given, we were never able to get the keys out of the lock box . We called the hotel telephone and they said they would be there "in minutes" to assist us and they never showed up.
After many attempts to unlock the box unsuccessfully we gave up and had to scramble for another hotel late at night, incurring in costs with cab and the other hotel fees.
I called Hotel Franken next day and they told me there may have been a problem with the box, but the keys were found. They said they were going to review the CCTV to make sure we were there.
I'd like a resolution for this issue, including reimbursement for the hotel, cab and the other hotel fee we had to check in late at night.
I have used Orbitz for several years for international trips and I count on your following through on this issue.
Thank you.
Verified traveler
1-night family trip
Verified Orbitz guest review
