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“I made a major mistake, and they helped to fix it”

Written on: 17/06/2013

I am just back from a week-end trip to Berlin. I had booked the hotel on Two days before leaving, I was entering the address of the hotel into my phone, and I looked closely at my reservation and panicked. I had reserved for July,not for June! I went to the website and found that they had two toll-free numbers in Belgium. Fortunately I speak French, so I called that number. The person who helped me that evening couldn't reach the hotel -- no one was answering -- and said they would call them in the morning and call me back. By 8 a.m., I couldn't wait and called again, got a very helpful and sympathetic woman. She had me hold while she checked with the hotel, which did have availaiblity, and I was able to move my reservation to the new date. The rooms I booked cost a bit more, but I didn't think that was unreasonable. I appreciated both the sympathetic and efficient response to this problem. And, by the way, they had the best price in the first place, which made paying a bit extra more palatable. I will definitely book with in the future.

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