Guy Betsy
Aug 7, 12, 11:26 am
I made a booking on the CC website for a C+P stay at the PP Bangkok Sukhumvit Hotel for the 9-10th August.
The conditions of the stay says that cancellation must be done by 7th August, and that from 8-9th August, there's a penalty.
So at 1130pm Thailand time, I try to cancel on line and it says that I have to call Park Plaza (USA) reservations. I do and they say that I'm passed the cancellation time.. but I tell them its not possible cos its still 7th August in Thailand. They then tell me to call CC Customer Service.
When I call them, they say that the system won't let them cancel with the same story. I tell them its still 1145pm Thailand time and its still on the 7th. They said that they don't know what time it is but it's past the cancellation deadline according to their computer. They say that the only people who can cancel it is the hotel directly.
I call the hotel, and its now 1157pm 7th August, Thailand time. The reception put me on hold and then 10 mins later said she can't cancel it and that I call back in the morning to speak to reservations. I told her that I need to cancel it now.. and so much have past and been wasted because one person blames the other. Res in Bangkok will give me the same story that they can't cancel..
So I speak to the Duty Manager, Mr. D. and he says that he can't cancel it either and that I must do so tomorrow with Club Carlson. Which again I tell him that its them who tell me to cancel with the hotel directly. He says that he will 'try' and that he cannot promise...
Really? What sort of Customer Service is this ??? No one wants to cancel the booking..because they kept insisting that the time has past whereas it clearly hasn't (initially, anyway). Its now past an hour plus and my booking is still not cancelled. And no, the Duty Manager hasn't called back.
I've never had issues as big as this with other hotels, eg Hyatt, SPG ! But CC? Maybe they've gotten so big now that CS just can't be bothered to help us lowly Golds.
The conditions of the stay says that cancellation must be done by 7th August, and that from 8-9th August, there's a penalty.
So at 1130pm Thailand time, I try to cancel on line and it says that I have to call Park Plaza (USA) reservations. I do and they say that I'm passed the cancellation time.. but I tell them its not possible cos its still 7th August in Thailand. They then tell me to call CC Customer Service.
When I call them, they say that the system won't let them cancel with the same story. I tell them its still 1145pm Thailand time and its still on the 7th. They said that they don't know what time it is but it's past the cancellation deadline according to their computer. They say that the only people who can cancel it is the hotel directly.
I call the hotel, and its now 1157pm 7th August, Thailand time. The reception put me on hold and then 10 mins later said she can't cancel it and that I call back in the morning to speak to reservations. I told her that I need to cancel it now.. and so much have past and been wasted because one person blames the other. Res in Bangkok will give me the same story that they can't cancel..
So I speak to the Duty Manager, Mr. D. and he says that he can't cancel it either and that I must do so tomorrow with Club Carlson. Which again I tell him that its them who tell me to cancel with the hotel directly. He says that he will 'try' and that he cannot promise...
Really? What sort of Customer Service is this ??? No one wants to cancel the booking..because they kept insisting that the time has past whereas it clearly hasn't (initially, anyway). Its now past an hour plus and my booking is still not cancelled. And no, the Duty Manager hasn't called back.
I've never had issues as big as this with other hotels, eg Hyatt, SPG ! But CC? Maybe they've gotten so big now that CS just can't be bothered to help us lowly Golds.