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Hotels.com - seriously?

Publication: 
Nigel Morris-Co...
chiefofficersnet

Communications are the lifeblood of any commercial arrangement. So, when things go wrong and you need to fix them, an on-line chat is the quickest and best option: after all, while "your call may be recorded.." doesn't mean you get a record. So, on-line chats are a better solution. Or not.

(And there's more: an addendum to the original article makes things worse)

This is a somewhat perverse e-mail message from Hotels.com when asked for a copy of an on-line chat.

"Thank you for keeping in touch.

We understand how important it is for you to have a copy of your chat with our colleague. We just want to inform you that we are unable to provide a copy of your chat conversion due to system limitations

We would appreciate your understanding on this matter."

Sod that: I don't understand at all.

AT ALL.

What kind of idiot designed that system? Or are they not telling the truth as to why they don't want to release it?

Addendum.

We replied to their mail saying "Well, that's pretty amateur isn't it?"

Their reply is bizarre.

"Thank you for contacting Hotels.com customer support regarding your concern.

We acknowledge your email and we apologize for the inconvenience this has caused you. We checked your reservation with [redacted] and we are unable to determine your main concern. There's nothing to worry about, once we receive your main concern, rest assured that we will resolve this case for you.

Thank you for your understanding and doing business with us."

That's the point. We DO NOT UNDERSTAND and, clearly, nor do Hotels.com.

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