Written on: 13/02/2014
Disgusting ...... I have never experienced service like this before. I made a business reservation which I had to amend the dates . You would think that changing a couple of digits would be easy but for these individuals sadly it appears not , they just cannot get to grips with good customer service. The first time I called they said No there was nothing they could do and I would have to pay in full again as the hotel did not agree to the changes. After speaking to the hotel directly I was told that I could amend the dates but was advised to call back hotels 4 u to explain the agreement which I was more than happy to do. I was on hold the first time for 53 minutes this was after 6pm but the Answer phone message dosnt tell you that they could possibly be shut it says that awful message that your call is important to us we are experiencing high number of calls etc..... Which you hear so many times because you are left on hold for so long you feel like your heads going to explode!!! I gave up....next morning on hold..... Call back half hour later on hold...... Started out driving called again was on hold for 56 minutes I got through to R underwood ( client based executive) who has no interest in what you are saying and no understanding of what her " executive position" means? Shame. I told R.U that the manager had agreed to the changes... She said there would be an additional charge to what I had already booked ..the website stated that the exact same room was at the exact same rate and was available I had it there right in front of me, so I said no she said wat da you mean no I went onto say I do not agree with what you are saying as it clearly states on the website that the rates have not changed and if I was to book this hotel for the first time today I would pay exactly the same amount , so why the increase.... Well R.U couldn't understand or digest my response so caused her to lash out with well if you don't agree you'll have to speak to my manager.... The phone went dead!!!! I always thought that someone in an executive position had the authority to make decisions themselves ??? By this point I was stressed as on top of my work load at this particular time I had to clear this mess up that let's face it no one else was going to do...... I sent an email to this hotel 4 u company saying that I wanted to resolve this .the reply From R.U was i spoke to my manager you are liable to pay the additional costs. In the meantime I had already spoken to the manager at the hotel who said to me I am so sorry for all of this and the bad experience you have had please do not bother with hotels 4 u anymore as we have amended your booking AT NO EXTRA COST , amazing one phone call to the right person who can make a decision...... I WILL NEVER BOOK THROUGH HOTELS 4 U EVER AGAIN due to the patronising , unhelpful , inefficient , unprofessional staff on the end of that never ending terrible telephone service...out of sight out of mind ....
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