When Travel Plans Changed, Industry Veteran’s Knowledge Saved Him Money
经过理查德·德·安布罗西奥(Richard D’Ambrosio)/
当吉姆·史密斯(Jim Smith),CTIE,2018年7月14日(星期六)醒来时,他意识到各种各样的问题会阻止他从佛罗里达州的家飞到他的前任长岛,参加了大南湾的最后一天音乐节。
音乐和音乐会行业资深,史密斯frequently attended the event and celebrated with friends and musicians. Several months earlier he had booked a one-night stay at the LaQuinta Inns & Suites property near Long Island’s MacArthur Airport, through Booking.com.
“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.
Booking.com的印刷确认说,史密斯需要在晚上11:59之前取消预订。星期五晚上,否则他将支付199美元的取消费。
In previous dealings, Smith had known that LaQuinta’s cancellation policy was 6 p.m. on the day of arrival. But the companyhad been purchased by Wyndham Worldwide在今年早些时候,他直接致电该物业,以确保合并没有启动任何更改。
“前台的某人接了起来,我说,‘我可以验证您的取消政策没有改变吗?你能为我准备一个预订吗?’”史密斯回忆道。“他们做到了,并用名字打招呼。我问他们那时是否取消了,会有任何处罚。”
“不,史密斯先生,”他们告诉他。“您处于我们的取消时期。”
After he got off the call with the property’s front desk, Smith sent an email to Booking.com’s customer service, asking them why there was a discrepancy in cancellation properties.
史密斯告诉旅行市场报告:“他们从未做出过回应。”beplay客服“但是,很久以前,他们确实向我发送了有关我住在佐治亚州诺克罗斯的一家酒店的电子邮件促销活动。因此,我知道他们的电子邮件工作。”
史密斯(Smith)为使用在线旅行社的消费者提供了一个警示性的故事,而不是与经验丰富的代理商进行预订。
“What my experience underscores is the importance and need for a professional travel advisor,” Smith. “Consumers are at the whim of companies and their stated policies, like hotel cancellations, when what they’re telling you isn’t true. And then, when you ask for clarification, you don’t even get a reply. Consumers need an experienced travel agent who knows what the rules and policies are, and one dedicated to going to bat for them when travel plans change.”
beplay客服旅行市场报告与Booking.com联系,以询问史密斯的情况,以及他们所陈述的政策与他们列出和出售的住宿链如何不同。Booking.com在发布时间之前没有回复。