marketing suicide

LateRooms.com www.laterooms.com
★★★★☆
4.4
93.0% of users recommend this

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

“marketing suicide”

★☆☆☆☆

written by NorfolkDeckchair on 01/10/2014

Singularly the worst booking experience of my life. I guess that the idea of sending me a £10 voucher was to make me feel good about the brand but I am afraid that is not what has happened. The normal 2 minute online booking experience turned into a 20 minute telephone nightmare. Why oh why do they want to commit marketing suicide?

Laterooms.com's Response to NorfolkDeckchair's Review

Written on: 02/10/2014

We are sorry to hear of your unfortunate experience whilst making a Gift Voucher booking, sadly the procedure we have to follow to confirm the reservation via the voucher offer is a rather long winded one as there a many steps to follow. We again apologise for the inconvenience this has caused. ( Paul )

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Norfolkdeckchair's reply to Laterooms.com's Comment

Written on: 03/10/2014

That's all very well but I don't see why you can't simply have a Voucher Redemption box in the online checkout? I had already got to the checkout point online (in less than a minute) and the room was clearly available. So I don't understand why I had to abort the online booking and spend 20 minutes on the phone at my expense talking to someone who claimed they could not here me to get confirmation of something I already knew. Indeed why couldn't your agent confirm the availability in less than a minute online? It is a Laterooms.com offer, not a hotel offer, so surely you can take responsibility for making sure your customers have a pleasant time taking advantage of your generosity rather than making them miserable? Sounds like you need some more joined up thinking between sales, marketing, IT and operations? (JK)

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Laterooms.com's Response to NorfolkDeckchair's Review

Written on: 06/10/2014

As explained in my previous email this is the procedure we have to follow for the time being even though as mentioned it is a long winded and complicated process. The process is necessary as the payment is made by ourselves for the additional £10 to the booking which means we have to supply our own card details whist the booking is made, this meaning there is no possible way of a voucher booking being able to be completed online. Again we are sorry for any inconvenience caused.

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