当旅行计划发生变化时,行业退伍军人的知识为他节省了钱
byRichard D’Ambrosio/
When Jim Smith, CTIE, woke up Saturday, July 14, 2018, he realized that a variety of issues would prevent him from flying from his home in Florida to his former home, Long Island, to attend the last day of the Great South Bay Music Festival.
史密斯(Smith)是音乐和音乐会行业的资深人士,经常参加活动,并与朋友和音乐家庆祝。几个月前,他通过Booking.com在长岛麦克阿瑟机场附近的Laquinta Inns&Suites物业中预订了一晚住宿。
“I’m not a fan of online travel companies, but I use them occasionally, to competitive shop and measure pre- and post-trip service levels by the online companies, just so I have a finger on the pulse of reality as it exists,” Smith said. That morning, he needed to cancel.
A printed confirmation from Booking.com said that Smith needed to cancel his reservation by 11:59 p.m. Friday night, otherwise he would be subject to a $199 cancellation fee.
在先前的交易中,史密斯知道拉昆塔的取消政策是下午6点。到达当天。但是公司已由世界各地的温德姆(Wyndham)购买earlier in the year, so he called the property directly to make certain the merger hadn’t initiated any changes.
“Someone at the front desk picked up, and I said, ‘Can I verify that none of your cancellation policies have changed? Can you pull up a reservation for me?’” Smith recalled. “They did, and greeted me by name. I asked them if I canceled right then, would there be any penalties.”
“No, Mr. Smith,” they told him. “You are within our cancellation period.”
史密斯(Smith)与该物业前台接听电话后,向Booking.com的客户服务发送了一封电子邮件,询问他们为什么取消属性存在差异。
“They’ve never responded,” Smith told Travel Market Report. “But, they do keep sending me email promotions about a hotel I stayed at in Norcross, Georgia, a long time ago. So, I know their email works.”
Smith offered up his story as a cautionary tale to consumers who use online travel agencies, versus booking with an experienced agent.
“我的经验强调了专业旅行顾问的重要性和需求,”史密斯。“当他们告诉您的事实并非如此时,消费者正处于公司及其既定政策的一时兴起,例如酒店取消。然后,当您要求澄清时,您甚至没有得到答复。消费者需要一个经验丰富的旅行社,他知道规则和政策是什么,并且在旅行计划改变时致力于为他们打击。”
Travel Market Report contacted Booking.com to ask about Smith’s situation, and how their stated policies could be different than a lodging chain they list and sell. Booking.com did not reply before press time.