Botched Hotel reservation
Complaint
The Angry Jew
Country: United States
I thought I would share my recent experience with travelocity. This is the email I sent them this morning.
I am writing you to register a complaint regarding the atrocious customer service I received from your call center during my recent trip to Spokane.
At approximately 10 am PST on January 6 I contacted The Apple Tree Inn to inquire if it would be possible to check in to my hotel room early. You can imagine my shock when he advised me that they had no reservation for me. He told me that he did have a room available for the dates I required but that they had nothing on file from Travelocity. Scott, the hotel manager, advised me he would look into the matter and attempt to resolve the problem.
I contacted your call center at around 1045. After several attempts to explain my situation (I can only assume poor quality headsets combined with English as a second language), I was placed on hold for approximately 15 minutes I was assured that the problem would be taken care of and to call back in half an hour.
I called back at 1200PM PST and after another 18 minutes on hold, I was told that Travolicity had sent a fax to the hotel, but there was a "technical issue" and they could not currently confirm that they had received it. I was told to call back again in 10 minutes. When I requested that someone call me back when they had confirmed my reservation, I was told that they could not make outgoing calls and that I should call back in ten minutes.
I called again at 1227 PM PST and for the third time was forced to explain my situation. Again I was placed on hold, this time for almost 25 minutes. I was told that they had been having "Technical Problems" with their fax all day and that they had successfully sent a fax to the hotel.
At this point, fearing that I would have to call back again and endure more time on hold, I asked your customer service agent to hold on while I called the hotel to confirm that the problem had been taken care of from another phone. As I was dialing the other phone, I noticed that your customer service agent had hung up.
When I did get Scott on the line, he explained to me that he had been on the phone with your customer service people for a good part of the day and had been unable to resolve the missing reservation until HE asked them if the reservation could be in another name. As it turns out, the reservation had been submitted to the hotel under the name of my traveling companion, Ramona. I find this extremely odd as Romona's name only appeared on the flight reservations. The car reservation and hotel were made in my name and the entire trip was paid for on my credit card.
This entire experience has left me hesitant to do business with your company again.
I was forced to waste my time and about an hour of cell phone minutes trying to get a hotel reservation that your people messed up and despite the hour I spent with your foreign call center, dealing with three different agents, it was the hotel manager who found and resolved the situation.
I eagerly await your reply and look forward to hearing how you intend to compensate me for my cell phone time, my time spent trying to get a simple issue resolved and the frustration of trying to fix your screw up, especially since I am sure the recordings of my calls that were made for "Quality Assurance purposes" will make excellent training tools on how not to resolve a customer issue.
Respectfully
I am writing you to register a complaint regarding the atrocious customer service I received from your call center during my recent trip to Spokane.
At approximately 10 am PST on January 6 I contacted The Apple Tree Inn to inquire if it would be possible to check in to my hotel room early. You can imagine my shock when he advised me that they had no reservation for me. He told me that he did have a room available for the dates I required but that they had nothing on file from Travelocity. Scott, the hotel manager, advised me he would look into the matter and attempt to resolve the problem.
I contacted your call center at around 1045. After several attempts to explain my situation (I can only assume poor quality headsets combined with English as a second language), I was placed on hold for approximately 15 minutes I was assured that the problem would be taken care of and to call back in half an hour.
I called back at 1200PM PST and after another 18 minutes on hold, I was told that Travolicity had sent a fax to the hotel, but there was a "technical issue" and they could not currently confirm that they had received it. I was told to call back again in 10 minutes. When I requested that someone call me back when they had confirmed my reservation, I was told that they could not make outgoing calls and that I should call back in ten minutes.
I called again at 1227 PM PST and for the third time was forced to explain my situation. Again I was placed on hold, this time for almost 25 minutes. I was told that they had been having "Technical Problems" with their fax all day and that they had successfully sent a fax to the hotel.
At this point, fearing that I would have to call back again and endure more time on hold, I asked your customer service agent to hold on while I called the hotel to confirm that the problem had been taken care of from another phone. As I was dialing the other phone, I noticed that your customer service agent had hung up.
When I did get Scott on the line, he explained to me that he had been on the phone with your customer service people for a good part of the day and had been unable to resolve the missing reservation until HE asked them if the reservation could be in another name. As it turns out, the reservation had been submitted to the hotel under the name of my traveling companion, Ramona. I find this extremely odd as Romona's name only appeared on the flight reservations. The car reservation and hotel were made in my name and the entire trip was paid for on my credit card.
This entire experience has left me hesitant to do business with your company again.
I was forced to waste my time and about an hour of cell phone minutes trying to get a hotel reservation that your people messed up and despite the hour I spent with your foreign call center, dealing with three different agents, it was the hotel manager who found and resolved the situation.
I eagerly await your reply and look forward to hearing how you intend to compensate me for my cell phone time, my time spent trying to get a simple issue resolved and the frustration of trying to fix your screw up, especially since I am sure the recordings of my calls that were made for "Quality Assurance purposes" will make excellent training tools on how not to resolve a customer issue.
Respectfully
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