“A stressful experience when you thought you had to sleep on a bench in Central Park,” said Erica from the United States.
Maria from Argentina made it seem like the number is probably higher than seven. “A representative, believed to be a government employee, told us that travelers looking for hotels show up frequently,” she wrote in Spanish.
It’s hard to figure out how to divide responsibility between the service person you spoke to (in a call center in a remote country, according to you) and the system that trained her. According to Herran Muro, the company’s call records show that you turned down their offer to find another reservation. An email I received from Bookings’ media relations team further clarified this.
When I replied that in fact I had not received the transfer option, they changed their tone and apologized, pointing out that the situation was “not handled properly and did not meet our high standards for a customer service experience.” .
Mr Helan Muro told me that at least you should have been taken over by a representative of the “second line”.
Take a step back and see how other travelers de-risk your experience. It turns out that we have slipped through a particularly dangerous version of our online travel agency (OTA) reliance. Many travelers have only a superficial knowledge of the services they sell and realize they are giant intermediaries with poor systems to intervene if something goes wrong. not.
Of course Booking.com disagrees. A company spokesperson, who asked not to be named due to company policy, said in a statement: In the very rare instance that something doesn’t go as expected, our goal is always to do whatever we can to make it right in the end. “