Originally Posted by
nacho
I am on the same boat. I tried cphsales, a staff at TK CPH office and freehoteldenmark. All of them ended up in a black hole and I do need to sort it out sometimes.
I have to get the voucher fixed before the September so I still have time.
The problem is we have 5 separate bookings and I got 4 rooms at the Hyatt regency but I couldn't get the 5th PNR (the Hyatt is not on the list anymore) . We only need 4 rooms so it would be an easy task to merge mine and Mr into a double room.
How I finally got a reply (although without successful resolution).
Situation Refresh: Booked Sofitel using online tool, only provided 2 nights instead of 3 as offered to USA-departing business class pax. Asked about the 3rd night, and instead of adding the third to the Sofitel, they moved the reservation to the Sheraton Levent. While the hotel looks ok, it is the furthest away from the major sites and it would have been the last choice for us of the seven shown in the online booking tool. Then followed five weeks of no responses to email...
So I started an online help chat and get to a human. Sorry, I can't help - try the online feedback form - select "other" then "other".
However, the second "other" doesn't exist, so I send the agent a snip of the screen and I am told to use the "pet travel" selection.
I log and sent the info to the "pet travel" feedback section and actually got a response the same day.
Apologized for the frustration, said the Sofitel was unavailable, and provided a new pdf of the Levent booking. Simply glossed over and did not answer any of my questions .
This is how I see the situation:
,
Imagine being offered three scoops of ice cream and you have a choice of seven flavors.
One flavor you really like, several are fine, but there is one flavor you would never eat. You choose the flavor you like and are served two scoops instead of three. You ask about the third scoop and the server takes your two scoops of the ice cream you really like and gives you three scoops of the ice cream you will not eat. When you ask why and if you could just get back the two scoops you really like, the server refuses to respond for for a month and then manager comes by and says: "but you got three free scoops"...
It does not matter that you now have 3 scoops, or even that it was "free", you still won't eat it.
.
So while the stopover is a neat offering (and was a primary reason that we decided to fly TK for this trip), the strident disregard of the pax-selected hotel, the haphazard provision of benefits and the lack of communication converted the positive to a strong negative.
Has anyone ever been successful getting a hotel change at the IST hotel desk?