I have mentioned before how much I hate it when businesses make it supremely difficult or flatly refuse to communicate via email. I'm also an uber planner. Today I'm about ready to rip my hair out.
I made made hotel reservations for myself and my husband back in July. It was a package deal, including, among other things, reservations for a particular dining experience at a nearby theme park. I then made a second booking for the same package for my parents two weeks later. The theme park in question doesn't have their reservation calendar for more than a month or two in advance, so we would have to wait until they had their ducks in a row to finalize that booking (date, time, etc).
I have had occasion to contact the hotel with questions or concerns a few times since July, and each time I had to send the email more than once after hearing no response at all for at least a week. When re-sending the same request, I always forward the original email, so that they can see I have tried to contact them once (twice, or three times) before. At one point, I got so frustrated, I wanted to cancel the reservations and book somewhere else, but my husband is deeply enamored with the package deal, so we kept the reservations.
On October 10th, I noticed that the theme park had their calendar available for the time we will be there, and I contacted the hotel, eager to book the dining experience. I actually heard back from someone that same day with the available times. I spoke to the fam and replied the next day with the time that works best for us. I have since had to re-send the email on October 17th, October 30th, November 4th, and again today, because this reservation is supposed to be for November 30th and my patience is wearing thin.
In the email I sent today, I added "SIXTH REQUEST" to the subject line and I sent it to every email address I could find on the hotel's website (nine people in total, including the GM), just begging SOMEONE to help me.
I'm already grossly disappointed by the complete lack of customer service I've received from this hotel, and I haven't even laid eyes on the building yet. If it were up to me, we would be NOT be staying there.
So, am I an SC?
I made made hotel reservations for myself and my husband back in July. It was a package deal, including, among other things, reservations for a particular dining experience at a nearby theme park. I then made a second booking for the same package for my parents two weeks later. The theme park in question doesn't have their reservation calendar for more than a month or two in advance, so we would have to wait until they had their ducks in a row to finalize that booking (date, time, etc).
I have had occasion to contact the hotel with questions or concerns a few times since July, and each time I had to send the email more than once after hearing no response at all for at least a week. When re-sending the same request, I always forward the original email, so that they can see I have tried to contact them once (twice, or three times) before. At one point, I got so frustrated, I wanted to cancel the reservations and book somewhere else, but my husband is deeply enamored with the package deal, so we kept the reservations.
On October 10th, I noticed that the theme park had their calendar available for the time we will be there, and I contacted the hotel, eager to book the dining experience. I actually heard back from someone that same day with the available times. I spoke to the fam and replied the next day with the time that works best for us. I have since had to re-send the email on October 17th, October 30th, November 4th, and again today, because this reservation is supposed to be for November 30th and my patience is wearing thin.
In the email I sent today, I added "SIXTH REQUEST" to the subject line and I sent it to every email address I could find on the hotel's website (nine people in total, including the GM), just begging SOMEONE to help me.
I'm already grossly disappointed by the complete lack of customer service I've received from this hotel, and I haven't even laid eyes on the building yet. If it were up to me, we would be NOT be staying there.
So, am I an SC?
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