This SC calls me up.
SC: "Is there a manager there I can speak to?"
Me: "Unfortunately we don't have anyone in until Monday. Is there something I can help you with?"
SC: "Yeah, I'm showing a transaction on my debit card today for $1XX and I think it's strange because I'm not there. You need to fix it."
Me: "Okay, let me see what I can find. What is your name?"
I got her name. I showed one reservation recently checked out, but no new activity on it.
Me: "I'm not seeing anything yet. It could take me some time to find it. In the mean time, if you think it's a fraudulent charge I would suggest disputing it with your bank."
SC: "Ugh, do you know how much paperwork that requires?"
Me: *thinking I only had to sign one form when my debit card was stolen and used, but whatever* "I do apologize and I will keep looking on my end but it could take me a while to find it."
SC: "Never mind I'll just call corporate." *click*
Okay...I mean, we technically have a small corporate that acts as a middle man between us and our owners, but they won't be able to help you. They don't have any sort of customer service hotline, nor do they have remote access to our systems, so good luck getting a speedy response from them. They'll just refer you back to us.
So I keep checking on my end. I eventually find the transaction, and see it is for an advance purchase reservation. It's one of those deals where you get a great rate, but you have to book way in advance, prepay it, and it's non-refundable. Well, that explains it, no? Nice that she totally mentioned she had booked an upcoming reservation when on the phone and that the charge "mysteriously" showed up after she booked it.
I tried to call SC, but no one answered and no voicemail was set up (that happens a lot). It didn't matter though because 20 minutes later SC called back.
Me: "Yes, I did find the transaction. You booked a 21 day nonrefundable advance purchase rate where payment is due at the time of booking, so that is what that transaction was for."
SC: "Oh no, that's not what I was told! No one told me that! I want it refunded this instant and I want both my reservations cancelled!" (She had two upcoming reservations ftr.)
Me: "I'm sorry. I will go ahead and do that for you."
SC: "And I'll be calling back and talking to a manager because no one told me about that!"
Since she was cancelling everything, I went ahead and refunded it in the hopes that she would go away and not come back. Because, really, no one told her about it? She booked it online. "Advance purchase rate" is right in the big, bold name of the rate type, and it clearly states that "full payment (room and tax) is required at time of reservation and is non-refundable." How that's "not telling" her about it, I have no clue.
Her history shows one stays and four other cancelled reservations, so it's not like we pissed off a loyal customer or anything. If she doesn't book with us ever again, I won't cry over it.
SC: "Is there a manager there I can speak to?"
Me: "Unfortunately we don't have anyone in until Monday. Is there something I can help you with?"
SC: "Yeah, I'm showing a transaction on my debit card today for $1XX and I think it's strange because I'm not there. You need to fix it."
Me: "Okay, let me see what I can find. What is your name?"
I got her name. I showed one reservation recently checked out, but no new activity on it.
Me: "I'm not seeing anything yet. It could take me some time to find it. In the mean time, if you think it's a fraudulent charge I would suggest disputing it with your bank."
SC: "Ugh, do you know how much paperwork that requires?"
Me: *thinking I only had to sign one form when my debit card was stolen and used, but whatever* "I do apologize and I will keep looking on my end but it could take me a while to find it."
SC: "Never mind I'll just call corporate." *click*
Okay...I mean, we technically have a small corporate that acts as a middle man between us and our owners, but they won't be able to help you. They don't have any sort of customer service hotline, nor do they have remote access to our systems, so good luck getting a speedy response from them. They'll just refer you back to us.
So I keep checking on my end. I eventually find the transaction, and see it is for an advance purchase reservation. It's one of those deals where you get a great rate, but you have to book way in advance, prepay it, and it's non-refundable. Well, that explains it, no? Nice that she totally mentioned she had booked an upcoming reservation when on the phone and that the charge "mysteriously" showed up after she booked it.
I tried to call SC, but no one answered and no voicemail was set up (that happens a lot). It didn't matter though because 20 minutes later SC called back.
Me: "Yes, I did find the transaction. You booked a 21 day nonrefundable advance purchase rate where payment is due at the time of booking, so that is what that transaction was for."
SC: "Oh no, that's not what I was told! No one told me that! I want it refunded this instant and I want both my reservations cancelled!" (She had two upcoming reservations ftr.)
Me: "I'm sorry. I will go ahead and do that for you."
SC: "And I'll be calling back and talking to a manager because no one told me about that!"
Since she was cancelling everything, I went ahead and refunded it in the hopes that she would go away and not come back. Because, really, no one told her about it? She booked it online. "Advance purchase rate" is right in the big, bold name of the rate type, and it clearly states that "full payment (room and tax) is required at time of reservation and is non-refundable." How that's "not telling" her about it, I have no clue.
Her history shows one stays and four other cancelled reservations, so it's not like we pissed off a loyal customer or anything. If she doesn't book with us ever again, I won't cry over it.
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