Skamokawa
Well-known member
- Joined
- Aug 24, 2008
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Some of you know that recently we had an Air guest book with us then cancel. She explained that she had double booked and had to back out of her visit with us. I replied no problem, and told her about some local attractions she shouldn't miss. She replied saying she liked my note so much she canceled the other booking and rebooked with me. All well and good until the next message says Air has now charged her for two cancellations in less than 24 hours. I replied that we don't see any $ until after the guest has stayed the first day, so we don't have any $ to refund. She asked if there was anything I could do with Air to help. So I went to the site and followed their directions for asking for help. I explained the situation and how it would be a bit of a handicap to have to overcome a guest's negative feelings about Air policy in order to help the guest have an enjoyable stay. I got the standard kind of reply about the non refundable fee making it possible for everyone to enjoy the service. I then wrote to the guest explaining my inability to help.
Then a satisfaction survey arrived that actually had a space where I could explain the problem, that I now faced having to mollify a guest over a policy not of my making, and that I would likely be a less effusive host going forward in order for the circumstance to not arise again.
Today I got a phone call from air guest relations in Portland, OR. The representative said the survey response had been reviewed and the next phone call would be to the guest informing her that the cancelation fees would be dropped.
This process took a week. I never expected a personal touch or a positive outcome. But it has happened.
Is the moon blue tonight?
ALAS. No Blue Moon. The Rest of the story.
I have to add that the guest later informed me that the booking was canceled again and that Air DID keep the booking fee. I phoned the guest relations number, explained what happened to the representative, and was again told they don't refund the fees and the representative who phoned me yesterday was in error. At this point I seem to be out the booking plus a lot of time. That has become an exercise in "No good deed..."
I wonder if I will get another one of those satisfaction surveys.
sigh.
Then a satisfaction survey arrived that actually had a space where I could explain the problem, that I now faced having to mollify a guest over a policy not of my making, and that I would likely be a less effusive host going forward in order for the circumstance to not arise again.
Today I got a phone call from air guest relations in Portland, OR. The representative said the survey response had been reviewed and the next phone call would be to the guest informing her that the cancelation fees would be dropped.
This process took a week. I never expected a personal touch or a positive outcome. But it has happened.
Is the moon blue tonight?
ALAS. No Blue Moon. The Rest of the story.
I have to add that the guest later informed me that the booking was canceled again and that Air DID keep the booking fee. I phoned the guest relations number, explained what happened to the representative, and was again told they don't refund the fees and the representative who phoned me yesterday was in error. At this point I seem to be out the booking plus a lot of time. That has become an exercise in "No good deed..."
I wonder if I will get another one of those satisfaction surveys.
sigh.