(no subject)

[annissamazing]

I booked a hotel on expedia.com for several of my employees. We chose the hotel based on price and customer reviews. The reviews were mixed but most of the negatives were that the hotel was old and the front desk staff was rude. We didn't choose the cheapest hotel because we didn't want to put them up in a rattrap. I had problems with the hotel immediately. I had my guys calling me to tell me they didn't have reservations. The guy at the front desk told me I needed to work it out with expedia then found the reservations on their fax machine. The following Monday, another employee called to tell me he didn't have a reservation and they made him pay for his room in cash. I called Expedia and they said they had faxed over the reservation three times already, but they'd fax it again. The hotel got it and now demanded a credit card for "incidentals." I asked what incidentals were and they said, "long distance phone calls and food." I asked them to fax me a credit card authorization form. It took 8 hours for them to fax it despite several phone calls from me and the fact that my guy was sitting in their lobby the whole time instead of out in the field working. Upon checkout we found out that they charged my card (and the personal card of another employee) over $100 for parking, local phone calls, and faxes (even the ones that didn't go through). On top of all of that, they didn't receive maid service during their stay. I wrote a scathing review on expedia.com. I did it mostly to feel better. I didn't expect anyone to actually read it.

I got this email this morning:


Thank you for submitting your feedback regarding Ramada Plaza Beach Resort using our online User Review tool. Due to the dissatisfaction you relayed in the review, your information has been forwarded to our Customer Advisory Department. We have reviewed your comments and feel that your individual concerns should be addressed by Expedia.

We would first like to express our apologies for the inconveniences and frustrations you experienced at this property. We appreciate the feedback you have provided and want you to know that it has been forwarded to the appropriate department for review.

It is our hope that this occurrence will not reflect poorly on the Expedia experience. As a goodwill gesture we have added two $100 electronic coupons into your Expedia account. This coupon is good toward an Expedia Special Rate hotel. The instructions on how to redeem this coupon will be in your Expedia account.

Again, we do apologize for the difficulty that you experienced. If there is anything else that we can do for you, please let us know. Agents from our Customer Advisory Department are available 24 hours a day, 7 days a week and can be reached at 1-800-615-1053.

Sincerely,

Christine Salhus
Customer Advisory Department
Expedia, Inc.


I love Expedia. :)

Comments

[icklemiss21.livejournal.com]

We did the same thing last week with the Radisson and got a phone call apologising ending with 'there is something nice in the mail for you right now to make up for all the problems'