Omg.. Hotel Booking Nightmare!!!!!!!!!

[colegrovet]

sorry gotta vent....

got a hotel room through travelocity for my daughters graduation from college.
found out I had the wrong day booked... changed the day and was bill for the original day along with the correct day... Called to find out how to get my money back and was told it was their policy to not give refunds.

6th line of agreement states: Any changes to or cancellation of your GoodBuy reservation may result in fees up to the full cost of your stay.

hotel policy at the bottom states.. Any changes to, or cancellation of this booking are subject to a cancellation penalty. This includes a 1 night room charge plus applicable fees and taxes.

well my penalty was the whole nights fee.... Talked to supervisor at Travelocity and was told tough luck is so many words.. along with do not call the hotel, they won't help me.. After telling me not to call the hotel directly I did and all I got was a sympathetic ear.. That was my first and last time using them..

Okay I feel a little better... but still very POed....

 

[chefsteph07]

Sorry this happened to you!
For this reason, I would never go through anyone but the hotel for reservations.
Expensive lesson learned I guess....:thumbdown:

 

[Jolie_Paradoxe]

Hola Cole,

I was once a manager for Travelocity. How long before you realized your error from the time you booked and called?

If you call, once you are REALLY calm....chit chat in a friendly manner with the CSR...explain that you are so sorry YOU made a mistake, and are hoping they can help you out. Also, explain that you would appreciate speaking to a supervisor.

Hopefully, the CSR will like ya and plead your case to the supervisor before transferring. Talk to the supervisor....again in a calm and friendly manner explaining that you realize the mistake is yours, and that you would LOVE to continue to book ALL your future travel with TCY ("oh, and incidentally I have another biz trip in July") and that you would LOVE to rec the site to all your PC reps as well. "I know many who are looking to to make their itin's in the next few weeks".

Then listen.....the supervisor MAY be able to help....or at least offer you something to offset the loss.

Things may have changed since then....I remember airlines and hotels becoming ridiculous in their policies for refunds and changes.....but I always went above and beyond for the customers who called, were nice and admitted the error was theirs and not mine.

Also, if they do help you out....then follow up with a Thank You note so that the supervisor gets a good note in his/her file. Not to mention, it may be used as a training session on how to treat customers. Also, do as you implied and spread the word. So easy to gripe and advertise bad service, but rarely do we highlight all the good ones!


Hope this helps ya!

 

[pamperedbybarbara]

Wow..that stinks how they treated you. I would write a letter to the General Manager of the hotel, explain your situation, how you were treated etc. I would state that 1)you are a hard working dad, and do not need this extra expense after paying for your DD's college education, 2)really would like to use them again but can't justify that unless something can be done, 3)acknowledge your error, and 4)hope to hear from them soon...hey my mom used to say "Nothing ventured, nothing gained"--At the very least you will be able to vent some more and feel better knowing that you tried! I used to work for a very nice hotel/spa in FLA. and the last thing any company wants is negative talk about them especially when there are is much other competition in this economy...good luck and let me know how you did!

 

[pamperedbybarbara]

Hey Laurie looks like we typed about the time and same thoughts (kinda)

 

[Jolie_Paradoxe]

Hey Laurie looks like we typed about the time and same thoughts (kinda)

LOL.....too funny!

 

[colegrovet]

I was nice to the rep that I talked to and also to the supervisor till he told me tough luck it was their policy. That's when I lost it and told him what I thought. I was hoping to get something back.. figured I wasn't going to get all of it back.
I booked it friday, made my changes Saturday.. 1 day!!! and the reservation is over a week away..
I did send a letter to the company head.

 

[Jolie_Paradoxe]

I'm sorry, and I wish I could have helped you.

 

[esavvymom]

I always am careful to check the cancellation policy on anything. When I notice the huge difference in prices, it got me wondering. So many times they try to lure you in with a great rate, but if you read the Cancellation policy- they usually are non-refundable. So I am willing to play slightly higher, to have a refundable room should you need to make a change. Usually, it's only $20-40 more per night to have the cancellation option with no fee....and typically, with AAA discounts, I can still get the rate without the cancellation fee issue.Sorry this happened. But they won't fool you again!