Should we expect and accept this kind of customer service?
My family and I recently booked an apartment for our holiday in Spain via Booking.com with free cancellation up to a week in advance.
We liked the fact that the apartment seemed newly renovated, had a sea through glass reeling on the balcony (full sea views from the inside) and was located on the top floor of the building.
Shortly after we booked we received a message from the “CEO & Founder” of the apartment complex with the following message:
“Good night,
The assigned apartment is XX, a bit different in inside distribution from the photos on Booking, but sea views, location and other characteristics are exactly the same.
I attach photos and in case you don’t like it you can cancel for free.
Best regards,
CEO & Founder”
We had a look at the pictures and this was the result:
– newly renovated NO
– had a sea through glass reeling on the balcony (full sea views from the inside) NO
– located on the top floor of the building NO
– (cancellation was free in any case up to a week in advance 😉)
So basically all of the “other characteristics and location” were not exactly the same.
We did agree that we could live with the changes, however did ask for a price reduction, considering the apartment offered was inferior to the one booked.
Here was the reply of the “CEO & Founder”:
“Hello, it is on the second floor. I can’t modify the price as I will book it any way for sure and it has the main point: front sea views. Best regards,
CEO & Founder”
My QUESTION to both HOSPITALITY PROFESSIONALS and CUSTOMERS:
Should we expect and accept this kind of customer service?
Curious to hear opinions from both sides!
With this I wish everyone Happy Holidays and a great start to the New Year!
Over and Out!
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