[東北亞]出國旅遊訂房要小心慎選訂房網!!這是我朋友今年暑假出國玩訂房的親身經歷~~

香嫩媽 2014-08-13 12:32:36 版主 11K

我朋友po在他的FB上的資訊, 提供給以後有訂房需求的家長參考, 只能說我們是小國小民, 人家根本懶得理吧....不過, 這算是服務業該有的態度嗎?

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這家訂房網真的很差勁，犯了錯或一房兩賣的話，都只會推給飯店，然後絕對不會再回覆你的任何申訴，奉勸有需要訂房的最好找別家，否則等你到了國外才發現沒房間可住時（就算你有訂房記錄也確實付了款....也沒有用的），真的會欲哭無淚，甚至可能會毁了你的假期。更氣的是向他們申訴他們根本懶得理你！！

我們一家的親身經歷如下：

８月，我們一家帶著興奮的心情出發前往日本北海道，行前已向hotels.com訂好房間，有＂訂房確認號碼＂也付了款。到達飯店後拿出已列印好的訂房資料向櫃檯check in，沒想到櫃檯小姐找不到我先生的名字，於是用我先生訂房記錄上的電話查詢，找到訂房記錄了，但，卻是別人的名字，而且對方也付了款！於是我先生打電話給信用卡銀行，確認我們的確有刷卡訂房的消費，並不是我們自己搞錯！很明顯，是hotels.com一房兩賣！

我們和飯店都很驚慌！因為日本人很重服務，所以飯店一直道歉造成我們的旅程不快和不便，但因為是旺季而且也爆滿了，他們沒有房間可幫我們另行安排。而我們驚慌的是，面臨了在國外沒有下榻處的困境（當初訂房時就因為附近早就沒房間了，所以才會向hotels.com訂這家貴上許多的飯店）。

折騰了一個多小時，櫃檯小姐私下告知他們高層主管正在幫我們向一位＂友善台灣的常客＂探聽意願（據說那常客就住飯店附近，常在假日訂房只為了到飯店用餐休息，但晚上不一定都會在飯店留宿），看能否出讓一次房間給我們，等了１０分鐘後我們幸運地得到了好的答覆，那位友台日人願意讓出房間一晚，於是我們懷著感恩的心（當然那房型更高檔，所以我們另得再多付３０００多日幣，但有選擇嗎？有就不錯了還挑！）趕緊補差額住進去，以免生變！這時突然深深覺得，幸虧是在日本，如果是在別的國家的飯店，誰鳥你啊！！！

而罪魁禍首hotels.com在接獲我們的抗議後，居然把錯都推給飯店，還說了與事實不符的過程要卸責，說是飯店自己把我們的名字打錯之類的...屁！我們從頭到尾都在一旁看得很清楚，櫃檯小姐為求謹慎，每個步驟都和我們確認過，人家根本沒弄錯！hotels.com還要說謊，硬拗！我先生氣得在email上跟他們說他們很爛，再也不會向他們訂房，他們居然完全不理會也不道歉，真是令人搖頭氣結！！

只能說他們完全不管客戶死活，反正客戶多不怕你一人不訂，這種沒良心不負責的訂房網，奉勸各位消費者不要拿自己的假期開玩笑，要訂房還有更好的訂房網可選擇！這次若不是我們太晚訂房，我們最信任的那家訂房網已沒房間了的話，根本就不會跟這家以前就看過網友分享過不愉快經驗的hotels.com訂房！沒想到第一次跟他們配合就中標！果然網友的經驗要參考，這家真的，爛！！！

＜以下為我們的email往返＞

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Check-in date: 2014-08-10

Wants response: No

Comment:

Dear service team, I just arrived grand park hotel this afternoon but the front desk “ms. Axxxxxa” refused my check in because she couldn’t find my name or reservation number in the system. Then, it takes more than one hour to find out a strange situation that there’s another man called “mr. xxx xxxx” with cfm#175xxxx but showed my cell phone number 886-982-xxx-xxx . Hotel suspected it’s the double booking error from the website but I explained I already paid everything. Finally, after more than one hour negotiation, they decided to accept my check into another room but I need to pay extra $3000.

This is ridiculous and I need a full explanation and refund of my money and waste of time. My family journey could be perfect but screwed up by this fault.

Lee xxxx xxx

This message was submitted on Hotels.com site via the "Email Us" page found at https://ssl-zh.hotels.com/customer_care/email_us.html.

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[email protected] 於 2014/8/11 下午1:38 寫道：

Dear customer,

Thanks for contacting Hotels.com

Please be informed that we have reconfirmed with hotel Front Desk Ms Kxxxx that when you arrived hotel, they typed your name wrongly so could not find your reservation in system. However, they finally found your reservation. They admited that was hotel error, but after found your booking, you requested to upgrade to Sea side room type, that's why hotel charged you JPY 1000 per person.

If you need any further assistance, please don't hesitate to contact us.

Thank you and best regards,

Gillian

Hotels.com travel service

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日期: 2014年8月11日 GMT+8下午2時08分56秒

收件人: "[email protected]"

標題: Re: 行程的問題 - Case ID : [REQ:M-8101584]

Your information is not correct. When they typed my names more than 3 times to find no reservation, i showed them the eeservation confumatuon number and they still couldn't find it. Finally they aearched all ststem an it came out another person's name with my cell phone number. It took more than one hour and the only answer i got is " sorry, it's website error and we don't have the same room for you now". I kept negotiating with them and claimed i already paid the cost. Finally they found another room for us but i need to pay extra 3000 to get the room. It's not my desire to upgrade the room but i can't risk my family's stat to keep arguing with them. That's why i paid. I have booked hotels thru booking.com for more than 10 years and never encountered such situation before. This is my first time and last time to use hotels.com and i will notify all my employees and friends to stay away from your webiste. It sucks!

Sxxxx xxx

sent from iPhone

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這之後，他們就沒回應了，連句道歉都沒有！！反正我們只是個小咖，算什麼！是吧？？！！

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