1 reviews | Active since Mar 2009
Poor Customer Service
went to check in after having a long day from training and was only told that the travel agent did not make the payment. I had to wait for an hour waiting to hear from her what is the way forward as I had the booking confirmation code but she told me to make the payment from my own pocket. I made a personal cellphone call to the travel agent which took me 10 minutes and she was reluctant to speak to the agent so that she could understand the whole situation and her reason was that she's busy with other guest, hence I arrived before those clients. After she finally spoke to the agent, a simple apology from her would have made a different but nothing was said to me, except to be given the card to the hotel room.
Firstly, thank you for staying with us, we appreciate your business. We sincerely apologise for any inconvenience caused to yourself during the check-in process. Unfortunately, the difficulty in this instance was caused by payment not being received prior to your arrival at the hotel. It is our Group policy to ensure that payment has been proven or guaranteed before check-in can take place. We understand that the hotel made alternative arrangements to ensure that your group could be accommodated, while proof of payment was resolved with the booking agent. We hope that you enjoy the balance of your stay.
Firstly, thank you for staying with us, we appreciate your business. We sincerely apologise for any inconvenience caused to yourself during the check-in process. Unfortunately, the difficulty in this instance was caused by payment not being received prior to your arrival at the hotel. It is our Group policy to ensure that payment has been proven or guaranteed before check-in can take place. We understand that the hotel made alternative arrangements to ensure that your group could be accommodated, while proof of payment was resolved with the booking agent. We hope that you enjoy the balance of your stay.