Bad Customer Service

It's been one of those days. Have you ever noticed that when you have an "issue" and it could be easily fixed with good customer service, and it isn't, it chews up your entire day?

Yep, my day is almost consumed by one simple issue. You wanna hear it? I'll keep it brief.

I am going to Atlanta next week for my company's national conference. I booked a hotel, that was giving a corporate discount to our 10,000 reps who will be deluging Atlanta. A friend also booked a room. We have several of us going so we are looking to save pennies and pack four per room. Turns out, some can't go because airfare is outrageous.

Last week, I called this national chain hotel and asked what their cancellation policy is, and what the deadlines are. I was told 48 hours, "No later than the 12th at midnight." Gotcha. Gotta to back to my group and see who is going to do what and who needs to cancel their room.

My friend and I decide I will keep my room, she will cancel hers. No go. Not this morning when she calls to cancel it. It's suddenly a seven day cancellation policy, and she will be charged a "full night's stay deposit, nonrefundable." Umm....that is $171. No.

I get on the phone and ask what happened to my specific call on July 2nd to ask this very question, and my answer was different. Apparently because I didn't take down the guy's name, and they have no record of the call, they can't help me. Too bad so sad, "I do apologize." Ummm...folks, this chick has been in customer service for 20+ years. Everything is fixable.

I am mad. Myself and my friend are looking at paying almost $200 because of information given to us from this company. Not acceptable at all. If I had known it was a seven day cancellation policy, obviously I would have made this decision before the seven days. Like even maybe on the 2nd when I originally called! Imagine that.

I ask the gal to give me her manager, and this is how that call went:
Me: Let me speak to your supervisor.
Her: I am the supervisor.
Me: Then fix this.
Her: I can't.
Me: Then give me the name of the person who signs your paycheck.
Her: Here is her number, and here is her voicemail.
Me: No, then give me someone who will actually take my call and not just ignore my angry voicemail I leave them.
Her: Well, I can connect you with the hotel directly in Atlanta, but I am told they are firm on these policies and it will most likely be no.
Me: Then get me someone who can fix this.
Her: Ummmmm......

And so on. And so on. And so on. That is the summary of about 40 minutes of wrangling. Got me no where.

Talked to the manager at the Atlanta hotel. Guess what? Here is how this conversation went:

Me: I want to cancel one of these rooms without penalty based upon the policy I was quoted on July 2nd.
Mgr: (puts me on hold and comes back) I am not sure what the problem is. I just looked at this corporate contract and it is a 48 hour cancellation policy. Not sure why you were told any differently or why you were told we wouldn't honor that.

And that is the summary of two hours of my life this morning. By the way, I won't be staying at a Hilton anytime again soon.

Still haven't heard from the gal who signs the paychecks either. I saw that cat coming down the road a mile away.