On***, I received a call from a gentleman wanting to reserve a vehicle for an upcoming wine tourThe gentleman on the phone wanted to book for the very next Saturday, *** 5, which was close to being all booked up, or sold outThe phone call was about minutes in length
During the
call, he told me that he had thought that he had called another transportation company to do the tour already but had not received a confirmation so he needed to make sure he had a vehicle reserved for that day. I recommended that he look at his call log on his cell phone to locate the company since we have a non-refundable policy for the deposit of 25%All reservationists at our company always tell potential clients that we need a nonrefundable deposit in order to reserve a vehicle in their nameHe said he couldn't find the information,but very much wanted the peace of mind knowing that he had the right type of vehicle secured for ***
I asked him what he would do if found that he had actually double-booked, or if the other company contacted him with reservation information, and he said that since the other company had failed to contact him, and didn't send any follinformation or confirmation, that he would cancel with them and keep our reservation.
I mentioned at least three times during the conversation that in order to reserve, we needed a percent nonrefundable depositHe expressed concern over this, but said that he absolutely had to have peace of mind knowing that he had a vehicle confirmed for his weekend event
I took his credit card information and made the reservation, charging $*** for the nonrefundable deposit and secured the vehicle on our in-house booking sheetThrough our web-based reservation management system, I also emailed his confirmation and payment receipt
Philippe called me back about two hours later that evening say that as soon as my email had reached him confirming the reservation, he had received confirmation from the other company and he wanted to cancel his reservation with our companyI reminded him of the conversation earlier, in which he said that since the other company had not provided a timely confirmation, that he agreed to keep our reservation and cancel their reservation if he ever did hear from them
He told me in this later conversation that he had changed his mind and wanted to cancel with usI advised him that I would cancel the reservation but the deposit was non-refundable
*** *** then stated that he wanted his money refunded, and I told him that I do not have the authority to process a refund since our policy states that the refund is non-refundableI also reminded him of the number of times in which I cautioned him about the deposit being nonrefundable prior to my accepting his credit card informationI offered to speak to my manager on his behalf and get back to him with any accommodation for his situationI had to leave for the day and left the situation for my manager to review
When I returned to work on Wednesday, *** 2nd, my manager advised me that that she could offer *** *** an accommodation of $** refund with the balance to be used as a credit for future trips with our companyI called *** *** to advised him of the accommodation, and he said that we were changing our policy and hung up on me mid-sentenceI did not think there was any point in trying to speak with him further
Our next contact from him was a one-star Yelp review
That summarizes my knowledge of this client
Nancey Gates
On***, I received a call from a gentleman wanting to reserve a vehicle for an upcoming wine tourThe gentleman on the phone wanted to book for the very next Saturday, *** 5, which was close to being all booked up, or sold outThe phone call was about minutes in length
During the
call, he told me that he had thought that he had called another transportation company to do the tour already but had not received a confirmation so he needed to make sure he had a vehicle reserved for that day. I recommended that he look at his call log on his cell phone to locate the company since we have a non-refundable policy for the deposit of 25%All reservationists at our company always tell potential clients that we need a nonrefundable deposit in order to reserve a vehicle in their nameHe said he couldn't find the information,but very much wanted the peace of mind knowing that he had the right type of vehicle secured for ***
I asked him what he would do if found that he had actually double-booked, or if the other company contacted him with reservation information, and he said that since the other company had failed to contact him, and didn't send any follinformation or confirmation, that he would cancel with them and keep our reservation.
I mentioned at least three times during the conversation that in order to reserve, we needed a percent nonrefundable depositHe expressed concern over this, but said that he absolutely had to have peace of mind knowing that he had a vehicle confirmed for his weekend event
I took his credit card information and made the reservation, charging $*** for the nonrefundable deposit and secured the vehicle on our in-house booking sheetThrough our web-based reservation management system, I also emailed his confirmation and payment receipt
Philippe called me back about two hours later that evening say that as soon as my email had reached him confirming the reservation, he had received confirmation from the other company and he wanted to cancel his reservation with our companyI reminded him of the conversation earlier, in which he said that since the other company had not provided a timely confirmation, that he agreed to keep our reservation and cancel their reservation if he ever did hear from them
He told me in this later conversation that he had changed his mind and wanted to cancel with usI advised him that I would cancel the reservation but the deposit was non-refundable
*** *** then stated that he wanted his money refunded, and I told him that I do not have the authority to process a refund since our policy states that the refund is non-refundableI also reminded him of the number of times in which I cautioned him about the deposit being nonrefundable prior to my accepting his credit card informationI offered to speak to my manager on his behalf and get back to him with any accommodation for his situationI had to leave for the day and left the situation for my manager to review
When I returned to work on Wednesday, *** 2nd, my manager advised me that that she could offer *** *** an accommodation of $** refund with the balance to be used as a credit for future trips with our companyI called *** *** to advised him of the accommodation, and he said that we were changing our policy and hung up on me mid-sentenceI did not think there was any point in trying to speak with him further
Our next contact from him was a one-star Yelp review
That summarizes my knowledge of this client
Nancey Gates