Making it hard, rudeness and fighting with customers ruins the customer experience
I’m standing at the front desk of a nice hotel in Baltimore. The front desk clerk is having a problem with my reservation. I wondered if it was because I had literally just booked the reservation 45 minutes prior, just as I got into my rental car at the airport. I told the hotel employee that perhaps my very recent booking was the problem.
He called hotels.com, the company I used for booking, not once, but two times, about my reservation. When he didn’t get things sorted out after 2 long calls to hotels.com, he told me, “I’m just going to cancel your hotels.com reservation and rebook you in our system.”
I was eager to get into my room and rest up for a week of full-day training sessions. His suggestion sounded good to me. That is, until, a couple of months later when checking my hotels.com account, I get a message stating that my 6-night hotel stay in Baltimore had been removed from my Rewards Account and that I would not get credit for that stay.
The primary reason I use hotels.com is for the rewards. I travel a lot. It takes 10 hotel stays to earn a free hotel night. In June I received two free hotel nights and used both of those nights for get-aways with my husband. I travel a lot.
Now, hotels.com is telling me that because they couldn’t help my hotel in Baltimore sort out a problem, they are removing my earned rewards?
Using hotels.com as the perfect example, I will walk you through 3 Ways Your Employees Are Killing Your Customer Experience.