We believe [redacted] Travel has gone above and beyond to satisfy the clients' requests. They were rebooked into a more expensive property than originally reserved, as is often the case in travel lodging when it is high season and properties tend to oversell. [redacted], while possibly out of the office when the client called, was in constant contact with the client who was asking for the change, even while abroad. Although [redacted] was competely sold out during their high season, way before the dates in question, [redacted] worked tirelessly for several days trying to please the clients with properties not to be found. When she was able to find something, the clients agreed to the new property, which was more expensive, and [redacted] Travel has indeed covered the costs of the difference for part of it since the clients did not pay us the balance owed. Besides the upgraded property, they also received a refund from [redacted] Destinations (an excellent company working mainly with travel professionals, not directly with the public), because the company did [redacted] Travel a favor and got them a refund on a non-refundable, sold-out property during high season. They were also offered a free excursion, which they declined. We are sorry this client is unhappy with our service, and we understand if she does not want to use us again; however, they did stay in their reserved accommodations and we are not sure why they believe these circumstances warrant a free stay.
I am sorry that this client seems to be misinformed on this situation.Firstly, [redacted] was in a party of three, and the contact that made the reservation with our office was [redacted], who had all the communication with [redacted]. [redacted] works 3 days a week, and [redacted] knew her schedule, although apparently...
[redacted] may not have known this. We are agents, not property owners, and booked through a supplier, as we usually do, that contracts hotels. The hotel they originally quoted and booked for this group turned out to have overbooked and cancelled this reservation with our supplier, [redacted] Destinations. Our supplier then re-accommodated these 3 guests in another property that was actually an upgrade from the original, and worth quite a bit more than they originally paid. The lead client, [redacted], was informed of this change on July 29 and they were not arriving in Italy until August 10. [redacted] was not satisfied with this upgraded property because it was in a different town than she originally planned (however, it is only 15-20 minutes away on the Amalfi coast). [redacted] Destinations was not able to find any properties in [redacted] during the height of the season. [redacted] worked effortlessly for a couple days to find an option for them in the same town ([redacted] instead of [redacted]), that would be available and in their price range. [redacted] was able to secure multiple property options and the client [redacted], our main contact, chose one that was more expensive than the original. [redacted] then refunded the original hotel portion, even though it was non-refundable and under 100% penalty, as a favor to [redacted] Travel. Because the other two travelers could not pay for the new hotel, [redacted] Travel fronted the money for the new hotel, something we would never usually do and against our policy, and recharged the 2 clients only the portion that was actually refunded to them from [redacted]. I believe we went above and beyond for these clients, even continuing to communicate with them while they were in Italy, and in reality, two of the guests, [redacted] and [redacted], still owe us $276.72 each for the accommodations that they stayed in. There is no reason these clients should be requesting a "free" trip.
We believe [redacted] Travel has gone above and beyond to satisfy the clients' requests. They were rebooked into a more expensive property than originally reserved, as is often the case in travel lodging when it is high season and properties tend to oversell. [redacted], while possibly out of the office when the client called, was in constant contact with the client who was asking for the change, even while abroad. Although [redacted] was competely sold out during their high season, way before the dates in question, [redacted] worked tirelessly for several days trying to please the clients with properties not to be found. When she was able to find something, the clients agreed to the new property, which was more expensive, and [redacted] Travel has indeed covered the costs of the difference for part of it since the clients did not pay us the balance owed. Besides the upgraded property, they also received a refund from [redacted] Destinations (an excellent company working mainly with travel professionals, not directly with the public), because the company did [redacted] Travel a favor and got them a refund on a non-refundable, sold-out property during high season. They were also offered a free excursion, which they declined. We are sorry this client is unhappy with our service, and we understand if she does not want to use us again; however, they did stay in their reserved accommodations and we are not sure why they believe these circumstances warrant a free stay.
I am sorry that this client seems to be misinformed on this situation.Firstly, [redacted] was in a party of three, and the contact that made the reservation with our office was [redacted], who had all the communication with [redacted]. [redacted] works 3 days a week, and [redacted] knew her schedule, although apparently...
[redacted] may not have known this. We are agents, not property owners, and booked through a supplier, as we usually do, that contracts hotels. The hotel they originally quoted and booked for this group turned out to have overbooked and cancelled this reservation with our supplier, [redacted] Destinations. Our supplier then re-accommodated these 3 guests in another property that was actually an upgrade from the original, and worth quite a bit more than they originally paid. The lead client, [redacted], was informed of this change on July 29 and they were not arriving in Italy until August 10. [redacted] was not satisfied with this upgraded property because it was in a different town than she originally planned (however, it is only 15-20 minutes away on the Amalfi coast). [redacted] Destinations was not able to find any properties in [redacted] during the height of the season. [redacted] worked effortlessly for a couple days to find an option for them in the same town ([redacted] instead of [redacted]), that would be available and in their price range. [redacted] was able to secure multiple property options and the client [redacted], our main contact, chose one that was more expensive than the original. [redacted] then refunded the original hotel portion, even though it was non-refundable and under 100% penalty, as a favor to [redacted] Travel. Because the other two travelers could not pay for the new hotel, [redacted] Travel fronted the money for the new hotel, something we would never usually do and against our policy, and recharged the 2 clients only the portion that was actually refunded to them from [redacted]. I believe we went above and beyond for these clients, even continuing to communicate with them while they were in Italy, and in reality, two of the guests, [redacted] and [redacted], still owe us $276.72 each for the accommodations that they stayed in. There is no reason these clients should be requesting a "free" trip.