Service reps typical uninformed people

“Service reps typical uninformed people”

Written on: 12/06/2012 by Travelgal123

Just spoke with "Reggie," a service rep from the booking.com office in grand rapids, Michigan (CEST). I live in California (PST). I booked a room for anaheim near Disney for this wednesday night with specs that said I have 24 hours before check-in to cancel. Despite having a printout of my booking confirmation that states specifically I have until 12:01 a.m. PST on June 12, 2012, Reggie first told me I booked my room according to "Amsterdam" time (since that's where the home office is). Then he said it was based on Central Eastern Time ... June 11 at 12:01 a.m. Then he backtracked and said no, "PDT" which I didn't understand so he asked me "don't you live in California?" I answered yes and then explained we here on the west coast refer to our time zone as Pacific Standard Time... Then he said yes, you had to cancel by 12:01 a.m. PDT on June 12. Then when I pointed out that it is only 9:24 p.m. here on June 11, Reggie said "are you going to let me finish?" I replied I thought he had finished, he then said again "are you going to let me finish? Are you?" I said sure, let me know when you are finished. He then said he called the hotel and they said I had to cancel by 12:01 a.m. June 11. I once again pinted out to him I still had 2 1/2 hours until that time. He asked again "Are you going to let me finish or not?" I then suggested when he was finished to let me know. He said again: "I spoke to the clerk at the hotel. He said you had 24 hours to cancel and that was 12:01 a.m. June 11." then he asked if I understood. I said yes. Then it was silent and he said "do you understand?" then he said he was finished. Then I asked him to reiterate what he said in regards to the times, repeating what he said; 12:01 a.m. June 11 was my deadline for free cancellation. He said yes. When I asked him what time it was in grand rapids he answered 12:24 a.m. Then I asked him the time in California. He answered about 9:24 a.m. I said okay... There's more than 24 hours before june 13, my reservation time... Then he said but you booked your room on Amsterdam time... Then he said the hotel clerk told Reggie to call back in the morning and they would confirm if I could cancel for free. Then he said oh it's 48 hours before the checking time you misunderstood me. Seriously this guy went to school with joe biden and the miss America contestant who suggested maps in classrooms for American students would bring world peace... It's time zones.
, man - not rocket science. Stay away from this site if you are unsure of the proces. The website was extremely user-friendly and the prices were the best. But customer support, in the form of Reggie, is most definitely unfriendly. Service reps should have a better understanding of the process. Perhaps he can take a class...