The Internet didn't tell her

[bhskittykatt]

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.

[RealUnimportant]

You were kinder than I'd have been, especially considering her history. What's the betting that those other refunds were from similar situations?

[Moirae]

As a hotel manager myself, I'd have refused to refund it. She agreed to the terms when she made the online reservation. It's her fault she screwed up. My advice is to always read the small print, don't just click through it.

[Skittles88]

As a hotel manager myself, I'd have refused to refund it. She agreed to the terms when she made the online reservation. It's her fault she screwed up. My advice is to always read the small print, don't just click through it.

Sometimes its far easier just refunding, than dealing with fighting the customer later. I'm not management but we are told to refund advanced purchased bookings in a lot of cases just to not have to fight a headache of a battle. We do make it clear tho, unless the reason is because of unforseeable circumstances (road closures, floods, etc) that it's a 1 time deal and we are doing them a favour.

[CrazedClerkthe2nd]

This story is a perfect example of why I gave up 3rd party travel sites and now book directly with the hotels.

You usually don't have to pay up front, the rates are oftentimes LOWER than the travel sites (yes, you read that right) and customer service is usually much less of a hassle.

[bhskittykatt]

This story is a perfect example of why I gave up 3rd party travel sites and now book directly with the hotels.

In this case, she did book directly through our website. She just booked the advance purchase rate without paying attention to the "advance purchase" part. (Advance purchase rates are great as long as you pay attention to what you're booking and you're sure about the dates.)

[Seshat]

We do make it clear tho, unless the reason is because of unforseeable circumstances (road closures, floods, etc) that it's a 1 time deal and we are doing them a favour.

When my husband had a heart attack after I'd booked a trip to see my family, everyone I had to cancel with was so very nice.

I unexpectedly got complete refunds, even of booking fees that had been shown as non-refundable. I didn't ask for them - I just cancelled my bookings and was apologetic at people.

In general, being nice at customer service folks seems to get good service.

[Jay 2K Winger]

The Internet doesn't tell you a lot of things, dear.

Also, the Internet is full of lies.

Lies and porn.

[Racket_Man]

The Internet doesn't tell you a lot of things, dear.

Also, the Internet is full of lies.

Lies and porn.

I could not resist

[taxguykarl]

My advice is to always read the small print, don't just click through it.

In this case, it probably wasn't small print--large font, especially near the 'Accept' link. I considered one of those deals. It would have been a steal; however, we weren't sure we would not have to cancel.

[Geek King]

The Internet doesn't tell you a lot of things, dear.

Also, the Internet is full of lies.

Lies and porn.

And lolcats.

Sometimes a combination of those three.

And therein lies madness and cookies forever and ever amen. Whoop! Whoop!

[Cia]

Advanced reservations is what I did for our family vacation to Vancouver, BC 3 years ago. The savings I had from booking a month in advance paid for our food whilst up in Canadaland. The not refundable part was repeated several times before you agreed plus it was written right below the accept button.

[Moirae]

Advanced reservations is what I did for our family vacation to Vancouver, BC 3 years ago. The savings I had from booking a month in advance paid for our food whilst up in Canadaland. The not refundable part was repeated several times before you agreed plus it was written right below the accept button.

And yet, somehow people will STILL manage to miss that part and think they should be the exception.

[thatcrazyredhead]

That is why I never, ever book the advance purchase rate. Our plans change a lot, and I end up canceling and re-booking for different dates all the time, or re-booking for better rates if the hotel offers a better deal down the road.

My brother and his wife invited my parents to go to Disneyland with them after Christmas. Knowing my parents are strapped for cash right now, they offered to let my parents stay in their room. I have stayed at the hotel they booked, and the rooms are small for two people, let alone four. I did a bit of research and found a two bedroom suite somewhere else for a little bit less than they were paying for the tiny room, but they couldn't change their reservation because my brother's wife had booked the advance purchase rate. I just laughed at them.

But yeah, they do always say that advance purchase rates are non-refundable, you just have to actually read the terms and conditions.