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I work in a reservations call centre for a hotel company. Customer calls in today looking to modify a booking. Call goes something like this
Me: Thank you for calling reservations for XXX hotels. My name is Walter. How can I help?
Customer: I need to change the dates on my reservation
Me: Ok sir \*takes details and looks up the booking\* Sir this reservation you made is a non-refundable, non-changeable rate.
Customer: What does that mean?
Me: It means you can’t make any changes to the booking and it’s non-refundable if cancelled
Customer: WHAT!!! THIS IS RIDICULOUS. I WAS NEVER TOLD ABOUT THIS
Me: Sir you booked this on our website. It clearly says that the booking cannot be changed or refunded on the website. You have to tick a box stating that you have read and understood the policy before completing the booking. After confirming the reservation you would have received an email confirming that the booking was non-refundable and non-changeable
Customer: THIS IS BULLSHIT. I’M NEVER STAYING WITH YOU FUCKING COMPANY AGAIN
Me: Sorry to hear that sir. Is there anything else I can help you with?
Customer: FUCK YO…
Me: \*hangs up
I wish this was a once off but I get at least one of these calls everyday where someone books one of these rates and then gets pissed at me because I can’t give them a refund. You’d think that seeing as we’re still in the middle of a global pandemic that people would have a bit more common sense but there’s no accounting for stupidity or cheapness I guess
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