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“After sales service needs to be greatly improved ”

written by Healy1961 on 01/05/2016

We booked for the very first time with Travel Republic everything seemed to be going to plan and quite easy to book. The very last page we got from you said congratulations you reservation is complete we do not need to do anything else, This was printed in bold letters. Upon arriving the check in desk said they had not received confirmation from Travel Republic. I called Travel Republic trying to explain the situation to customer service. Yes I was told I had to print it off myself and I was made aware of this by email, I could not find that email. I tried so hard to ask the lady to help us by sending the information to the checking in desk so we could get our room key and apologised to her as we only saw "congratulations your booking is completed we do NOT need do anything else" She was very abrupt with me saying it wasn't her job to send emails to hotels but it was my responsibility, I explained to her that I was in the hotel and we did not have a printer at our disposal. She insisted it wasn't her job and then said she didn't have access to any equipment to send emails but would contact her superiors and call me back. We waited about half hour no return call so I called back and know body new anything off my situation and nothing was left on the files about my call, a suggestion was made by a different operator that I was manufacturing the previous call. I had to explain everything all over again but this time I told the lady I'd printed and lost the information the hotel wanted and could she send a copy to reception for us as part of your customer relations. With that she said she would send it but I should wait about 10 mins for it to go through, well I was very grateful to her and I thought that was it WRONG. We left it 15 mins then 30 mins then 45 mins nothing. I had no choice but to call Travel Republic again, a chap answered I went through everything again with him and once again nothing was on my files regarding any calls from myself. He told me to go to reception with my phone and to stay on the line and he would do it straight away, within 3 mins it was done with no questions asked amazing. SOLAQUA APARTMENTS.