POOR CUSTOMER SERVICE !

LateRooms.com www.laterooms.com
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492Spence's review of LateRooms.com www.laterooms.com

“POOR CUSTOMER SERVICE !”

★☆☆☆☆

written by 492Spence on 28/02/2015

I made a booking through laterooms.for a stunning hotel, and I booked a room under the 'book now pay later' as I couldn't afford it all at once, was told when booking I
would be paying either on arrival or when leaving the hotel which was absolutely fine.
I then got an email from the hotel I had booked saying they had tried to collect the money from my bank but were unable to, now I was confused as to why they were trying to collect money from my account when I was told I would be paying on arrival/when leaving. I said to the hotel about how I'd booked via laterooms and booked the 'paylater' room because I could not afford it all in the one payment, now the hotel couldn't have been more helpful and understanding about why I was confused and annoyed and have said that they will still honor my booking and I can pay when leaving, and I have returned to late rooms to find out more about the booking and wanting to change the dates by 1 day and I have 0 help from customer service and when I type in my booking code it tells me there is no booking, even when the email is in front of my own eyes! waited for over half an hour just to be spoken to and the person I dealt with wasn't very helpful at all, still said my booking number was wrong even when I sent the confirmation email that came FROM LATEROOOMS, couldn't tell me anything I asked about my booking. Never had so much hassle trying to book a hotel in my life! hopefully the hotel will be worth it (if I still even have the booking) will be booking directly via the hotels own site from now on and never using lateroooms again. So angry about the lack of help I was given and all the confusion.

Laterooms.com's Comment

Written on: 02/03/2015

Hi,

Thank you for bringing this matter to our attention. We take customer feedback extremely seriously and I was very concerned to read about your disappointment with the service that you received from one of my colleagues on this occasion.

LateRooms strives to offer the best possible service at all times. I’m very sorry that you found that the agent failed to meet these standards on this occasion. I can assure you that we take this kind of service failure very seriously and would like to offer my assurances that this matter will be highlighted to the agent's Team Manager who will take action as necessary.

If you could kindly reply to this comment with your booking reference number I would be able to check the status of your booking.

Kind Regards,

Jo

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