Our tale of woe is unbelievable and relates entirely to appalling customer relations - and we haven't even stayed there yet.This is a copy we sent to the General Manager.
Attention: General Manager,
Further to our phone contact earlier today, we are very disappointed with the interaction of our concern and the outcome. As a consequence of the unsatisfactory actions taken by you in trying to resolve this issue, we are informing you that we are cancelling the Reservation No. #... . We have satisfactorily made new arrangements elsewhere.
When we spoke to the reservation clerk, who was very pleasant and helpful, we had requested a 1-bedroom unit. She said she couldn't guarantee a one-bedroom but would try when we got there. However, if there wasn't one, we agreed to accept a 2-bedroom, even though the cost was higher. We gave her our credit card info, etc. and asked for a confirmation by email.
When the email came, it confirmed our reservation but added "RESERVATIONS NOT GUARANTEED." What does that mean, 'confirmed but not guaranteed'? I can arrive but have no room? Why am I booking a room well ahead of people just walking in? Why am I giving you my credit card number? You express concern about what happens if we show up late, or not at all? I make a suggestion to deal with that and you say the legal department has set it up so it can't be changed. Let me give you and your legal department a suggestion. Every hotel, motel and vacation rental deals with that, legally, in this example.
'guaranteed reservation policy:
...Hotel Name...will hold a courtesy reservation until 6pm local hotel time on date of arrival.
You may guarantee your reservation for arrival after 6pm by providing an accepted credit card or
sending advance cash prepayment directly to the hotel. Personal checks will not be accepted for
payment of charges.'
I have even had vacation rentals tell me to notify them if we will be arriving late. Sometimes the flights are late or, if arriving by car, other delays may occur. As long as you let them know that you will be late, they will save the room for you. If you are a no-show you will be charged for the first night (that's what the credit card is for). That would be a reasonable way to deal with that problem. Either you, your boss, or the legal department is under some misunderstanding of how such a situation is to be handled. I don't want to tell you how to do your business but what you're doing is appalling. And your handling of it, even worse.
I have to make one more point.
When you are dealing with an angry customer, remember you just might be in that situation one day, and with good cause. As a service representative you learn to deal with anger, not by responding with anger, and, definitely, not by hanging up on someone. I'm trying to tell you we booked expensive flights on the basis of ensuring we had a place to stay, and covered all our bases, we thought. Now we find we are not even guaranteed a room, any room. No one mentioned we might need to go to a 'sister' hotel. How would we get there? Will you pay for the cab? The possibility of that scenario should then, have been discussed before we booked. Overall, what happened here was extremely poor customer relations - in fact, the worst I have ever encountered. Good luck on your business if this continues. But it won't be with us or anyone else who asks us about your place.
From: Two very dissatisfied customers - And we haven't even stayed there yet.
Please be sure you cancel this reservation and delete our credit card number.
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