This was the most horrid and frustrating customer service I have ever experienced in my life.
We booked Hotel La Ninfa for my birthday trip to the Amalfi Coast. ONLY A WHOLE MONTH after the booking, the hotel owner called me saying that he's unable to fulfill my special request for the room (I requested a particular room of the Double Room, Sea View class of rooms) because that room has already been booked. I understand, of course, that special requests are not guaranteed and at the hotel's discretion, but then the hotel owner said, and I quote, that "he would be happy to CANCEL MY BOOKING because he prides himself on CUSTOMER SATISFACTION." I asked him to repeat himself - if he's willing to cancel. He said yes.
I then took him up on his promise. I booked another hotel (of course, after a month the prices have risen, but regardless that's what I did), and called back asking him to cancel. He said I have to call the booking website (Expedia). But when I called Expedia and they tried to confirm with him, he denied any of the above happening, and that he is UNWILLING to refund me. I then requested a three-way telephone conversation. After much heated discussion, he FINALLY admitted he said the word "cancel," but meant not what one would usually understand the word to mean IN ITS ORDINARY MEANING IN THE ENGLISH LANGUAGE, but "cancel" as in modifying the date. Which is frankly a ridiculous excuse, and the Expedia Customer Service agent agreed with me on this.
Even if he meant the latter, I think all reasonable people would agree that this misunderstanding is largely due to his own fault in misusing the word, and even if it is due to the fault of both parties (which would be quite a thing to say because he did say the word "cancel"), if he truly values customer satisfaction as he said he did, he would refund me because he can easily have the room rebooked, the hotel being as popular as it is. Alas, he refuses to do so.
EVEN MORE UNREASONABLY, when I tried to concede to modifying the date to sometime in the future, he said I could only modify the date to one day earlier, which is RIDICULOUS because I have told him on MULTIPLE occasions that my flight is on the 30th. Why would modifying the date to the 29th help me in any regard? He clearly was being exceedingly unhelpful.
What's more, he was also EXCEEDINGLY RUDE. When I asked to speak to a manager, not knowing he was the owner of the hotel, he snappishly said, "I am a little better than that, I am the hotel owner." And when I explained that I am a student and could hardly afford to double book, he said, "So you are. How nice. Nice to meet you."
In the end, I got refunded for half of what I paid. One may say 100-something pounds is not much of a loss considering I could get no refund at all, but it was unacceptable because I should not have to pay even a single pound.
- Reservation Options:
- TripAdvisor is proud to partner with Booking.com, Expedia, Odigeo, Hotels.com, Priceline, Agoda, Ebookers, TripOnline SA, Traveltool, S.L.U., Evoline ltd, HRS and Cancelon so you can book your Hotel La Ninfa reservations with confidence. We help millions of travellers each month to find the perfect hotel for both holiday and business trips, always with the best discounts and special offers.
- Also Known As:
- La Ninfa Hotel
- La Ninfa Amalfi