Hasan General Managerĭear Guest - Thank you very much for your stay with us and your feedback. In the meantime, I wish you safe travels and good fortune! Cordially, Syed E. Again, I know an apology from me means nothing but I still am sorry and hope you will give us another opportunity to serve you when you come to beautiful Naperville. With respect to how fast a room can be booked I will share with you that sometimes rooms can be sold within a few seconds as there are so many guests online as well as calling the reservation call centers around the world. I have already shared your detailed feedback with our front office team and have asked them to review this carefully internally and use it as a training tool so we can find the root cause of this incident and fix it for the future. Again, I do not want to speculate but suffice it to say that your experience with our company was less than pleasant and inconvenient, and that is regrettable. I cannot decipher completely but it is possible that your call went to worldwide call center and it seems that there was a disconnect between the agent in that office and the actual hotel staff. Clearly, this should not have happened but it did, and for that, I apologize profoundly. If you have 100 rooms - and book 100 rooms - how do you continue to accept reservations? More Show lessĭear Guest - I truly am sorry for the poor experience you had after you canceled and tried to re-book the room. I will NEVER patronize this hotel due to obviously the lack of management skills and customer service from upper management. We were overbooked and actually glad you cancelled because there was no guarantee that we could have honored your stay." He stated he would call me back - of course, no call back. WAIT, IF YOU ARE OVERBOOKED ALREADY, HOW WERE THEY ABLE TO BOOK IT? I would have rather heard "look lady, you snooze you lose. He stated it's impossible because the hotel is overbooked and obviously somebody went online to book it when i cancelled. Basically, how is my room gone after only 2 minutes and is it possible to rebook (knowing by now i should quit while i'm ahead). I was on hold for about 7 minutes and their line hangs up on me. I stated "if I didn't cancel and arrived an hour after check in - are you stating that i might not have received my room, even though i had a reservation? Also, when were you going to tell the people that had reservations?" She says, "that is correct - we are still trying to fix the problems". Some of the rooms have issues and we don't know what we're going to do". She stated "well, i understand you had the room, but we overbooked the hotel anyway. She stated "our hotel is overbooked so we can't book that room". I told her what happened and wanted to rebook the same room. 8:00am - i went online to cancel it 8:02am - realized i didn't have to cancel 8:02am and 10 seconds - went back in to try and rebook and it stated no rooms Wait, I just cancelled it a minute ago - how is it gone already? Call the reservation line - yep, same busy recording. Fast forward two weeks later (that is correct, I had this reservation for about 2 weeks) a few days before my trip, I realized that I had to cancel - NO FAULT OF THE HOTEL. I choose the most expensive room with the balcony and the young lady even stated she would make sure i'm in her favorite room. Well, I was in the area and decided to book it in person. Called the reservation line - the recording ALWAYS states (no matter what time you call) - "there are several people waiting.blah blah blah". Where do I begin? I wanted to plan a night away for my boyfriend's birthday. Wait, I just cancelled it a minute ago - how is it gone already?Ĭall the reservation line - yep, same busy recording. TOTALLY MY FAULT.Ĩ:02am - realized i didn't have to cancelĨ:02am and 10 seconds - went back in to try and rebook and it stated no rooms I choose the most expensive room with the balcony and the young lady even stated she would make sure i'm in her favorite room.įast forward two weeks later (that is correct, I had this reservation for about 2 weeks) a few days before my trip, I realized that I had to cancel - NO FAULT OF THE HOTEL. I wanted to plan a night away for my boyfriend's birthday.
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