This one was a first for me. As I mentioned earlier, I was originally booked at the Crowne Plaza SFO for this past weekend, but decided to change to the Sofitel. Since I had booked a "flexible rate" at the Crowne Plaza, I could cancel up until the day before arrival at 6PM, but I…
Continue reading: Always keep those cancellation confirmations!
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Same story at Marriott [Platinum status] a year or so ago. I called with the confirm number and they said it wasn't in their system, but they'd do a "one-time" override.
Doesn't anyone know how to just say "we're sorry, and we'll fix it" rather than imply the customer is lying?
Oh, go ahead with the "one-time exception" rant. Like many of your readers, I'm pretty tired of hearing that a$$-covering equivocation; it would be refreshing if companies could simply admit that they screwed up instead of relying on these mealy-mouthed scripts that imply the company is humoring the customer because it's so gracious and accommodating.
Just last week, I mailed a letter to the Amex CEO grousing about the "one-time courtesy" schtick (which I heard on my fourth telephone call about an overdue SPG/Amex bonus for which I'd satisfied all the terms).
I always keep my cancellation emails so I have something I can easily email when needed. That is one thing I like about IHG - they do send a cancellation email. Back when I used to stay at Hiltons I got annoyed having to take screen shots of the cancellation for my records.
I save all my confirmation emails... and usually don't navigate away from the cancellation page without irst receiving the email... The one time I didn't bother... No email came, and I needed it!
Beauty of gmail and having 7.4 gigabytes of space means I never have to delete anything. Just archive it.
Well maybe you don't want to give us the "one-time exception" rant but I hope you at least gave it to the agent!