Report Abuse

“Most Unhelpful Customer Support”

written by Clayton105 on 27/11/2014

As I was making a group, corporate booking, I had to ring customer service in order to book. It took the adviser 3 attempts to process my order, and I was on the phone for over half an hour in total - on hold for the majority of this. It then took over two hours to receive a confirmation email.

I later then had to call to cancel one of the rooms for the booking, as one of the party members could no longer attend. I called the customer service line again to get advice on how to do this. After waiting on hold for 10 minutes waiting for the adviser to even find my booking (not overly reassuring considering how long it took to book it!). Once this was found, she then advised me that I had to email her to confirm that I wanted to cancel the room, and she would then action this, email me back and arrange for a refund for that room.

I received an email back from her stating that the refund would be lower than she had previously stated (for what reason, I do not know but I'd lost the patience to query it and delay things any further) but that she would cancel the booking with my authorisation. I replied back and told her to go ahead with the cancellation and confirm when this had been done.

I then received notification that the adviser had been repeatedly calling the customer service line of the company that I work for (admittedly my line was experiencing issues, which didn't help the issue) trying to get hold of me. For what reason, I am unsure.

I called customer service for a third time, spoke to a different adviser and queried why the previous adviser was calling me. I asked the status of the cancellation and he advised me that the cancellation had gone through. So I am still baffled as to why I was receiving so many calls. I asked for an email confirmation of the cancellation with this third adviser, have I received one? No. So I still have no idea if this room has been cancelled, or if the money will be refunded to me.