Customer Complaint

A customer drop a complaint to our Hong Kong counterpart and to NATAS. This what happen.

Customer complaint that we are not honest about the hotel confirmation. The hotel requested was unable to confirm and we force him to take the choice hotel. But later was able to confirm him with his first choice hotel. He also mention that we refuse to give him a refund when he wanted to cancel his booking.

This customer who came to book for a 4DHong Kong + 1 Night Stay at Disney Hollywood + 2 Night Extension in Hong Kong. On his booking form, he requested 1st choice Nathan Hotel and 2nd choice Kimberley Hotel. Because his departure date was 18May 08 (Vesak Day Peak Period) so Nathan hotel rooms are fully booked. We manage to get for him his 2nd choice, Kimberley hotel. But he refuse to accecpt his own 2nd choice hotel. (then why in the first place he give us a 2nd choice hotel?). Anyway, we tried again with Nathan Hotel by escalating this booking to the higer authority. They manage to get us the room but we must garantee it (no refund allowed). In order to fulfill this customer request, we garantee the room at Nathan Hotel and issued his airtickets. But unfortunately this customer wants to cancel his booking. (We got him the room but he don't want it). He told one of my assist manager that he saw the rates online which is cheaper and wanted to cancel his booking. (I did a check online and discovered that, room are also full during this period and the rates are not cheap)

This customer told me a different reason saying he paid on behalf of his friend who is travelling with him and now his friend refuse to pay him back (Anyway, his reason is very contradicting. If it is a problem between friends , than what has it got to do with us?)

We did our very best to filful this customer request and we felt being played out by him. Since we have escalate and garanteed the room, it would be difficult for the hotel's higher managerment to help us again, if there are really genuine cases. We need to establish a good working relationship with our Hong Kong counterparts.

Didn't we get him what he wants? Didn't we tried our very best? We delivered what was written on the booking form. Everyone was pointing finger at service staffs who give poor service, but some customers only loves to complaint without sparing a thought for us, the poor service staffs.