I had a guest call in about canceling a reservation. After I went through my shpeal about who I am and company name this conversation transpired. C=caller m=me
C – the site lied about the price of my reservation. My receipt says the amount should have be X but when I made the reservation it said it was going to be Y. I want to cancel and I want a full refund. This is all your fault.
M – you had a coupon so the price you saw (y) was how much you would be charged. We charged you for y amount. Y plus coupon = x
C – No! I didn’t use a coupon, that was supposed to be a refund from something else.
M – You chose coupon instead of refund when dealing with something else. I can cancel reservation for you, but I would like to go over the policy first.
C – No! I don’t want to hear about your policy, I just want this canceled.
M – Uh, okay.
C – So I’ll get my full refund for canceling and for the something else, right?
M – No, you will get z amount because-
C – This was your fuck up, I should be getting a full refund for everything.
M – Well-
Due to privacy issues and the fact that I still work at said company, it’s vague, but hopefully not confusing.
It just amazes me when people don’t want to hear what will happen if they cancel a reservation with us, then complain when they don’t get a full refund.