Poor customer service due to incompetent staff errors

★★★★☆
4.4 / 5
93% of users recommend this

hopingforthebest's review of LateRooms.com www.laterooms.com

“Poor customer service due to incompetent staff errors”

Written on: 24/02/2013 by hopingforthebest (1 review written)

Made my booking over the phone as the late rooms website for a double room & breakfast would not let me input 2 people, I was informed it was a website error. I made my booking & the details were correct when clarified before payment details were given. I then received my email booking for a double room only, with my surname spelt very wrong, the last 4 letters were missing, however my name was spelt correct in my email address for me to receive the booking details. Not only was this incorrect I had also booked a double room with breakfast. The emailed booking details came through with room only. I had to call up Late Rooms again to complain. I was put on hold while the sales person called the hotel to check. I was I formed he had amended my surname with the hotel & could confirm we were booked in for breakfast even though the email confirmation said room only. We are now concerned about what to expect when we arrive at the hotel?! This has now caused us unnecessary worry on what should be a break away to relax, by wondering if things will be correct when we arrive at the hotel. Incompetent staff should not be taking bookings, 2 errors on a simple overnight booking is unacceptable!!! Very dissatisfied customer....

Visit laterooms.com

Laterooms.com's Response to hopingforthebest's Review

Written on: 26/02/2013

Hi, really sorry to read about the issues you've had. I'll be sure to escalate your feedback to the relevant departments here. If there's anything we can do for you in future please don't hesitate to get in touch. Meanwhile thanks a lot for your feedback and for taking time to leave a review (Adam)

Reply to this comment
Report this review
laterooms.com