November 20, 2008

Great moments in customer service: Hotels.com edition

Let's just say that the Low Price Guarantee that Hotels.com offers for reservations made through its web site isn't so much of a guarantee as, well, promotional copy that someone puts on the web site to make you think they offer a low price guarantee.

The as-short-as-I-can-make-the-story version:
  • Booked hotel room for $169; reservation offered Low Price Guarantee
  • A few weeks later, found same room on Hotels.com for $129
  • Called company to ask for credit for the difference
  • Friendly customer service rep said the guarantee didn't apply because the hotel charges a change fee (which all parties knew when I made the reservation), which nullifies the guarantee

3 comments:

Daddy Geek Boy said...

Ah glorious outsourced customer service.

Did you try to get someone else higher up on the ladder?

Your escalator operator said...

That is a regular part of my repertoire, and I actually started to mentioned it at one point. It seemed like the dude was being earnest in his attempt to help - I was on hold a few times while he (theoretically) went to ask superiors. But after having been on the phone for 35 minutes and really really wanting to go eat lunch, I decided not to push it with the supervisor.

bugs said...

I SO WOULD NOT HAVE SETTLED FOR NOT GETTING MY $ BACK + SOME MORE $ FOR STUPID ASS CUSTOMER SERVICE.