Copperhead
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- Jun 24, 2008
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You would think that the major hotels would have things fairly well figured out by now... after all they are the big chains, have the bucks and can hire the experienced pros to get it right! Right?
I spent much the morning looking at the big boys - they make it easy to find a room, select from the list of room types, discounts for AARP, AAA, Corp, Point redemption..... but what about the policies, what about the 'extra charges' I had to DIG to find out check in /out times, if there is a safe fee (that I won't use) if they allow pets (I don't want a room that pets have been). ETC...
I finally find one that answered most of my needs just wanted to ask a question regarding location, so I call. I figure I will book while on the phone and save myself time, right? Wrong!
Does this major chain want guests? Do they just want guests that will book online?
My call was answered by an auto Sally - What night can I look up? I answered. Sorry I did not understand... on the 3rd attempt they offered me to key in the date. (Uggg) Then what city. 2nd attempt it got that right. I can't recall the 3rd question but after that was told to wait for a rep. (yeah, a human). But not before hearing a speal about staying on the line afterwards for a brief survey - they have got to be kidding!
The time spent with the rep - who had to search to answer my question, was very short. Are they saving time getting auto Sally to get that tiny bit of info? MAYBE But how many potential guests are they LOOSING during this process? Had I done this at the end of my day instead of early morning, I would have hung up after the first 'I did not understand'... and I did contemplate doing just that anyway.
I spent much the morning looking at the big boys - they make it easy to find a room, select from the list of room types, discounts for AARP, AAA, Corp, Point redemption..... but what about the policies, what about the 'extra charges' I had to DIG to find out check in /out times, if there is a safe fee (that I won't use) if they allow pets (I don't want a room that pets have been). ETC...
I finally find one that answered most of my needs just wanted to ask a question regarding location, so I call. I figure I will book while on the phone and save myself time, right? Wrong!
Does this major chain want guests? Do they just want guests that will book online?
My call was answered by an auto Sally - What night can I look up? I answered. Sorry I did not understand... on the 3rd attempt they offered me to key in the date. (Uggg) Then what city. 2nd attempt it got that right. I can't recall the 3rd question but after that was told to wait for a rep. (yeah, a human). But not before hearing a speal about staying on the line afterwards for a brief survey - they have got to be kidding!
The time spent with the rep - who had to search to answer my question, was very short. Are they saving time getting auto Sally to get that tiny bit of info? MAYBE But how many potential guests are they LOOSING during this process? Had I done this at the end of my day instead of early morning, I would have hung up after the first 'I did not understand'... and I did contemplate doing just that anyway.