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“Worst customer service I have ever encountered!”

Written on: 04/06/2012 by nikan (1 review written)

Venere sent me in my booking confirmation wrong tel. number for the apartment in Spain I rented. I had to take another hotel for the first night, as I was unable to get to the apartment. Couldn't reach anybody next morning as well. After I called Venere customer support, again I was given the wrong tel. number after 25 min. wait on the phone, and told I should be calling this number between 5 and 8 pm only! which cost me another 8 euros! and another wasted day! I got a Spanish speaking person to call them to solve it, they had him waiting on the phone for 30 min without ever getting back to him, he ended the phone and called the customer service again, where another agent told him, the first one we had been on the phone with and waiting just decided to go for lunch letting us sitting on the phone! Finally, the second agent gave us the right phone number. Of course they didn't resume any responsibility for us having to spend 130 euros for another hotel and the 3 phone calls it took to solve this problem. The first agent even told us she is washing her hand from our problem, wasn't interested in solving this situation at all. When we wanted to cancel the whole reservation, she told us we are going to be charged 50% of the reservation cost! even though, we were not able to get to the vacation rental at all!!! and she couldn't provide us with the right phone number, although the 3rd agent did find it, which means they had it all that time somewhere on the file. I DO NOT RECOMMEND THIS AGENCY AT ALL!!!

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