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A week before, I booked a room in this hotel for 4 nights through Booking. ru and in special requests indicated that we would be checking in at night after arriving from Moscow. The booking confirmation came (it was also indicated on the website that the hotel had a 24-hour front desk).
At night at 1-30 at the reception, the girl said that there were no places in the hotel and we could ask all questions to their director the next morning, because. is she sleeping now?
To our bewilderment, as if we had a confirmed reservation through an international site with a solid reputation, we could be denied check-in, the girl decided to give more detailed explanations, our dialogue is given below (she is a hotel employee, I am a guest):
She: By the way, we called you today about this.
Me: Nobody called me.
Her: I told you we called you.
Me: Nobody called me.
She: Well, yes, I called, but you did not pick up the phone.
Me: When did you call me?
She: Today at 22-00 (and the confirmed check-in was supposed to take place in 3.5 hours? )
Me: I have no unanswered calls at this time today. Show the phone number you called.
She shows me a handwritten phone number in a notebook that differs from mine by one digit.
Me: This is not my phone number - you have a one-digit mistake in the number.
She: Ah, that means you entered the wrong phone number on booking. com.
Me: My phone number has been listed on the site correctly for many years since my registration and we can check it right now.
Her: It doesn't matter. So our director sent you a letter by mail about the cancellation of your reservation.
Me: I didn't receive such a letter in the mail. And what is the reason for canceling my booking? Let's check the booking on the site right now.
She: They definitely sent you a letter, but I don’t know why the reservation was canceled, but other people live in your room - come tomorrow morning ? .
I check the site - the reservation is active, I check the mail again - there are no letters regarding the cancellation of the reservation.
Me: The booking is active, there are no letters. Until tomorrow morning we need to spend the night somewhere (meanwhile it is already 01-45). Let's call your director.
She (with genuine surprise - how could I even suggest this): What are you !! ! Now it's night, she's sleeping. Come tomorrow at 8-00 am and talk to her.
Me (no longer able to remain calm, somewhat raised tone): We also want to sleep. If you cannot resolve the issue with our accommodation on your own, let's call your director.
Her: I won't call anyone. Go away. Come tomorrow morning.
Me (already visibly nervous): Let's have a plaintive book.
She: I won't.
Me (sitting down on a sofa near the reception desk): You are obliged to provide a complaint book at the request of the client. I am waiting for the book.
She (starts to run nervously around the counter): I can't find her. If you don't leave now, I'll call security.
Me: Call, and for now we will call the Booking Support Service and wait for you to find the complaint book.
While she is running, my husband finds a complaint book on a stand on the wall and hands it to me. There are three or four entries in the book with short thanks from clients without indicating the personal data of these people (only names are indicated).
Further, I describe the situation in detail in the book of complaints, and the girl from the reception sits down on the sofa very close to me and again begins to threaten me with a security call and laughs: Ha-ha-ha, since you are so smart, call your booking, he will help you .
And finally, we come to the apotheosis of this phantasmagoric situation. After the complaint was written, and the girl realized that we started looking for another hotel and now we will finally leave, she decides to make a speech:
If you were normal people and didn’t yell here, and didn’t poke me, and I’m not your maid, then I would tell you where the nearest hotel is from us and you could go to bed now, and tomorrow by 8-00 come to our director and take care of everything. When you found out that there were no places, you should have just asked what you should do now and I would show you where there are other hotels near us.
I (no longer able to restrain myself, burst into Homeric laughter) and understand that it is useless to explain to this young creature how a deceived person feels when at 2 o’clock in the morning in a foreign city he is denied accommodation on a confirmed reservation without explanation, about the concept of service and understanding who the client is, about the fact that addressing you all over the world, except for our country, is a common practice that does not at all indicate a manifestation of disrespect, that I have arrived on my own business and am not going to come to the conversation tomorrow morning with its director and so on and so forth.
Surprisingly, the employees who apologized, helped us with the search for a hotel and compensated for the difference in the cost of living, worked surprisingly well and quickly in this situation. And on the site in the description of the hotel the next day there was a phrase - check-in until 20-00.
But the director of this hotel did not call me or write to me (we left all the contact details to the receptionist again) and I still have not received a response to my complaint in the complaint book, although almost a month has passed (the complaint was written in night from 03 to 04 August 2017 with my postal address and phone number).
DISRESPECT TO CUSTOMERS, INADEQUATE MANAGEMENT AND STAFF - THIS IS MY IMPRESSION OF THIS HOTEL.
At night at 1-30 at the reception, the girl said that there were no places in the hotel and we could ask all questions to their director the next morning, because. is she sleeping now?
To our bewilderment, as if we had a confirmed reservation through an international site with a solid reputation, we could be denied check-in, the girl decided to give more detailed explanations, our dialogue is given below (she is a hotel employee, I am a guest):
She: By the way, we called you today about this.
Me: Nobody called me.
Her: I told you we called you.
Me: Nobody called me.
She: Well, yes, I called, but you did not pick up the phone.
Me: When did you call me?
She: Today at 22-00 (and the confirmed check-in was supposed to take place in 3.5 hours? )
Me: I have no unanswered calls at this time today. Show the phone number you called.
She shows me a handwritten phone number in a notebook that differs from mine by one digit.
Me: This is not my phone number - you have a one-digit mistake in the number.
She: Ah, that means you entered the wrong phone number on booking. com.
Me: My phone number has been listed on the site correctly for many years since my registration and we can check it right now.
Her: It doesn't matter. So our director sent you a letter by mail about the cancellation of your reservation.
Me: I didn't receive such a letter in the mail. And what is the reason for canceling my booking? Let's check the booking on the site right now.
She: They definitely sent you a letter, but I don’t know why the reservation was canceled, but other people live in your room - come tomorrow morning ? .
I check the site - the reservation is active, I check the mail again - there are no letters regarding the cancellation of the reservation.
Me: The booking is active, there are no letters. Until tomorrow morning we need to spend the night somewhere (meanwhile it is already 01-45). Let's call your director.
She (with genuine surprise - how could I even suggest this): What are you !! ! Now it's night, she's sleeping. Come tomorrow at 8-00 am and talk to her.
Me (no longer able to remain calm, somewhat raised tone): We also want to sleep. If you cannot resolve the issue with our accommodation on your own, let's call your director.
Her: I won't call anyone. Go away. Come tomorrow morning.
Me (already visibly nervous): Let's have a plaintive book.
She: I won't.
Me (sitting down on a sofa near the reception desk): You are obliged to provide a complaint book at the request of the client. I am waiting for the book.
She (starts to run nervously around the counter): I can't find her. If you don't leave now, I'll call security.
Me: Call, and for now we will call the Booking Support Service and wait for you to find the complaint book.
While she is running, my husband finds a complaint book on a stand on the wall and hands it to me. There are three or four entries in the book with short thanks from clients without indicating the personal data of these people (only names are indicated).
Further, I describe the situation in detail in the book of complaints, and the girl from the reception sits down on the sofa very close to me and again begins to threaten me with a security call and laughs: Ha-ha-ha, since you are so smart, call your booking, he will help you .
And finally, we come to the apotheosis of this phantasmagoric situation. After the complaint was written, and the girl realized that we started looking for another hotel and now we will finally leave, she decides to make a speech:
If you were normal people and didn’t yell here, and didn’t poke me, and I’m not your maid, then I would tell you where the nearest hotel is from us and you could go to bed now, and tomorrow by 8-00 come to our director and take care of everything. When you found out that there were no places, you should have just asked what you should do now and I would show you where there are other hotels near us.
I (no longer able to restrain myself, burst into Homeric laughter) and understand that it is useless to explain to this young creature how a deceived person feels when at 2 o’clock in the morning in a foreign city he is denied accommodation on a confirmed reservation without explanation, about the concept of service and understanding who the client is, about the fact that addressing you all over the world, except for our country, is a common practice that does not at all indicate a manifestation of disrespect, that I have arrived on my own business and am not going to come to the conversation tomorrow morning with its director and so on and so forth.
Surprisingly, the employees who apologized, helped us with the search for a hotel and compensated for the difference in the cost of living, worked surprisingly well and quickly in this situation. And on the site in the description of the hotel the next day there was a phrase - check-in until 20-00.
But the director of this hotel did not call me or write to me (we left all the contact details to the receptionist again) and I still have not received a response to my complaint in the complaint book, although almost a month has passed (the complaint was written in night from 03 to 04 August 2017 with my postal address and phone number).
DISRESPECT TO CUSTOMERS, INADEQUATE MANAGEMENT AND STAFF - THIS IS MY IMPRESSION OF THIS HOTEL.
Translated automatically from Russian. View original
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