Поделюсь своим опытом общения с системой бронирования hotel.info.
В начале февраля этого года увидела глюк на epronto - предложение от hotel.info на проживание в Лондоне. На раздумья у меня ушло буквально пару секунд — нужно было понять, отменяемая ли бесплатно бронь или нет. Местоположение отеля на карте даже не посмотрела. Убедившись, что предложение включает бесплатную отмену, сделала бронь.
Stay in London.PNG
Поскольку подобные темы на форуме видела и читала, радоваться не спешила. Взвесив все «за» и «против» - с одной стороны очевидный глюк и звонить/писать крайне не желательно, а с другой стороны не хотелось на чек-ине услышать предложение доплатить до реального тарифа (в лучшем случае) - через несколько часов я все-таки написала письмо в отель с просьбой подтвердить бронь. На что получила ожидаемый ответ.
Отель:Thank you for your email,
We are unable to confirm this booking as the booking agency you have booked with have made an error with the room prices. We have contacted them directly today and they will be in touch with you shortly.
kind regardsЗная, что совершенно ничего не потеряю, даже если не получится добиться от hotel.info подтверждения заявленной цены, решила пойти до конца — ради нового опыта, из любопытства, в силу характера, да и просто потому, что Лондон — довольно дорогой город, а тут появилась возможность сэкономить хорошие деньги (на тот момент у меня имелась бронь отеля за 60 фунтов/ночь в районе Норфолк Сквер, а фунт стоил чуть меньше 100 рублей). К тому же, взглянув на карту, я увидела, что отель довольно неплохо расположен, пусть и на некотором удалении от центра, зато рядом имеется прекрасная транспортная развязка и огромный торговый центр. Так началась моя переписка c менеджером отеля и службой поддержки hotel.info, которая продолжалась две недели. После бронирования агент очухался и связался со мной только через 3 дня.
Hotel.info:Dear Olga,
Thank you for booking via HOTEL INFO/HOTEL DE. The Hotel informed us that your reservation was confirmed at a wrong rate. The Hotel accidentally entered a rate of 9 GBP instead of the correct price of 53 GBP in the system. We regret that such a mistake occurred and would like to extend our most sincere apologies on behalf of The Hotel. Upon contacting them The Hotel informed us that they would like to offer a compromise. The Hotel would accept the reservation at a rate of 49 GBP for the single room. Should you agree to the quoted compromise, we ask you to send us a short reply to this e-mail. Of course you may also contact The Hotel directly. Should you not accept the offer, we will be glad to assist you with finding alternative hotels. Thank you for your understanding and your prompt reply.
Kind regards,
Marco Negri
Customer Support Agent
mailto:support@hotel.de Этот ответ также был на 100% ожидаемым, поэтому к моменту получения письма от службы поддержки hotel.info у меня уже был готов новый ответ.
Я:Good evening!
Thank you for your caring but we have a few problems. First of all, I would like to tell you that I have contacted The Hotel and they did not confirm my booking because of agency error. So, we can see that you are lying about The Hotel error. Also, I would like to inform you that I have already bought an air ticket from Frankfurt to London City airport because this airport is located next to The Hotel. And it is not a cheap ticket or refundable ticket, it is a regular Lufthansa flight. If it is nessesary I can send you a copy of my e-ticket. I will have a few meetings in Stratford district as well. Now, due to agency error I have to buy another air ticket or pay much money for moving inside London by public transport or taxi. And I must waste a lot of my time for that. You and me we are grown up people and understand that agency error is not my problem at all. I will be satisfied if you confirm my booking with the price of £9 per night and resolve all your problems with The Hotel directly, without my participation. I am not ready to accept your compromise. It was a deal. I accepted your terms and conditions. And now you should save your image. It would be really nice.
Have a good day. Надо сказать, что из службы поддержки мне отвечали корректно, но редко — в среднем один раз в сутки. Пытались изворачиваться, давить на жалость и просто давить. Постоянно повторялись в своих письмах.
Hotel.info:Dear Olga,
Thank you for your message. The Hotel informed us that your reservation was confirmed at a wrong rate. The Hotel accidentally entered a rate of 9 GBP instead of the correct price in the system. The only possibility is to accept the price of 49 GBP per night. The Hotel invokes an error in the utterance. The Hotel indeed wanted to execute a declaration of intent, but not of this content. The allotments and the rates of The Hotel were immediately rectified by the hotelier after the error was noticed. Due to this error The Hotel is not obliged to hold your reservation 624*****. On behalf of The Hotel and ourselves we would like to offer our most sincere apologies for the inconvenience. Please rest assured that such an experience is an absolute exception when booking via HOTEL INFO/HOTEL DE. We would be happy to keep you as our much valued booking client and to help you with finding an alternative hotel. Our Service Center is available for you 24/7 (http://www.hotel.de/Contact). Thank you for your understanding.
Kind regards,
Marco Negri
Customer Support Agent
mailto:support@hotel.de Я:Good afternoon. I do not need your apology. I have a contract with hotel.info. I have no contract with The Hotel. If you do not want to fulfill your obligations, I will resolve this problem in other ways.Hotel.info:Dear Olga,
Thank you for your message. We regret that such a mistake occurred and would like to extend our most sincere apologies on behalf of The Hotel. Upon contacting them The Hotel informed us that they would like to offer a compromise. The Hotel would accept the reservation at a rate of 49 GBP for the single room. Should you agree to the quoted compromise, we ask you to send us a short reply to this e-mail. Of course you may also contact The Hotel directly. The case is closed and no lower price is possible. Should you not accept the offer, we will be glad to assist you with finding alternative hotels. Thank you for your understanding and your prompt reply.
Kind regards,
Marco Negri
Customer Support Agent
mailto:support@hotel.de Переслала это письмо службы поддержки в отель.
Отель: Thank you for your email,
I can confirm that this error was not at Hotel level and was the agency. As soon as this reservation was sent to us, we contacted the agency and they confirmed it was an error on there part. I have contacted the booking agency today and complained further that they have said it was the Hotels fault as this is incorrect. I have also told the agency that they must contact you directly to discuss and resolve the problem. The rate you were given is not a rate we offer and is not the rates we have with your booking agency. I am sorry I could not be of any further assistance but you would need to speak with the booking agent whom you have confirmed the booking with.
RegardsПереслала этот ответ отеля в службу поддержки. Молчали два дня. Поменялся специалист, отвечающий на мои письма.
Hotel.info:Dear Olga,
thank you for your patience. As The Hotel is not willing to accept the booked rate and it is not very clear what has caused the wrong rate, we would like to offer you to refund the price difference after your stay. In fact it means that you will pay 49 GBP per night in The Hotel and send us your hotel bill afterwards together with your bank account details (account holder, IBAN and Swift) in order to initiate a refund of the price difference. Please do not hesitate to contact us for further questions.
Kind regards,
Katharina Kämmerer
Customer Support Agent
mailto:support@hotel.de Казалось бы, дело сделано, я своего добилась. Но нет, я пошла дальше.
Я:Unfortunately, I have only £45 for my accomodation in The Hotel and I will be very thankful to you for the confirmation of this price that you confirmed earlier. I would not like to have any problems or surprices on check-in. Thank you. Hotel.info:Dear Olga,
please be advised that we can only refund the money after your stay. Thank you for understanding.Я:Please be advised that I have only £45 and I can pay only this amount. Your error is not my problem. I do not mind if you pay the difference to The Hotel. Thank you for understanding. Hotel.info:Dear Olga,
as explained to you before a pre payment is not possible. You are welcome to send us your invoice after your stay and we will initiate a refund. Я:I have only £45 and I can pay right now. And you can pay the difference. После этого в течении трех суток ответа мне не поступало, я распрощалась с мыслью пожить в Лондоне за 9 фунтов/сутки и начала собирать чемодан, но вечером 19 февраля все-таки получила письмо счастья.
Hotel.info:Dear Olga,
thank you for your patience. We have arranged the payment directly with The Hotel. You will pay the confirmed rate of 9 GBP at The Hotel only. Название отеля не упоминаю потому, что он совершенно ничем не примечателен. Обычный отель, номер с чайником, холодильником и ванной комнатой, теплый, чистый, я осталась весьма довольна.
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