Customer complaint
Dear all,
I'm a travel agent for a german agency but my English isn't the best.
I have a customer that wanted to book a trip to Rome via invoice. So I send her an invoice,
she paid.
The next day I arranged everything and all payments to our partners were made, so I send all travel documents to her.(boarding pass, hotel vouchers tour voucher ect.
After a couple hours she wanted to cancel the trip because we couldn't give her a room in one of our example hotels (that she saw on one of ours social media advertisements, she was thinking we only offer this hotel, but in our website and the invoice it said:one of our 4star partner hotels( I really tried everything to change her hotel but our partner hotels don't have room for 2people left) and we can not refund her because the depature will be already in a day.
I had to tell her that we can not refund her.
She got a lot angrier and insists to change the hotel but I really can't do anything.
I don't know how to tell her that we can't change her hotel, to change the hotel we would have to charge her a fee ( which is mentioned in our policym which was also in the invoice ) and more money, we can't offer her a different hotel for the same price, I asked my coordinator.
Please help, I dont know how to tell her that we can't arrange a different hotel because of our policy.
Without making her angry.
I really need help especially because I'm not a native speaker and I never dealer with an English speaking customer.
I really would appreciate your help.
Kind regards,
Andrea
Top answer
It's obviously too late now, but if you explained your booking terms to her when she was making the reservation, I can't think of any response you could have made to avoid her getting angry. She is clearly trying to get some financial recompense. I'd tell her to get lost, but can't recommend that you do that.
- It's obviously too late now, but if you explained your booking terms to her when she was making the reservation, I can't think of any response you could have made to avoid her getting angry.
- She is clearly trying to get some financial recompense.
- I'd tell her to get lost, but can't recommend that you do that.
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It's obviously too late now, but if you explained your booking terms to her when she was making the reservation, I can't think of any response you could have made to avoid her getting angry. She is clearly trying to get some financial recompense. I'd tell her to get lost, but can't recommend that you do that.
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