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Sanghee Kim 에게 Booking.com17시간 ·
.I haven't any reply about my several complaint mail to you.
I want to know that your company try to effort to understand every irregular case for your customer.
My booking reference no is 464773822. I couldnt understand and accept your policy about my case so discuss again and want have different reply untill now from you.
좋아요 댓글 달기 공유하기작성순으로 보기.댓글삭제Booking.com Hi Sanghee, I'm sorry to hear that you feel this way. I located your reservation and can see that my colleague addressed all the points in your correspondence 11 days ago. If you change your mind you can reply to her email and also let her know if you accept her offer. Regards, Mac
좋아요 · 답글 달기 · 16시간
..삭제Sanghee Kim What offer? Only 1 night differ against my 2 nights booking? Who can accept it?
좋아요 · 답글 달기 · 16시간
..삭제Booking.com Hello. The offer of USD 100 as a goodwill gesture is still available. If you choose to accept this, please inform us. I am afraid that nothing further can be offered in this case. Regards, Kelly
좋아요 · 답글 달기 · 4시간 · 수정됨
..삭제Sanghee Kim Accept it for the time being
좋아요 · 답글 달기 · 2시간
..삭제Booking.com Thanks for your reply. There will not be any additional offers. Please verify if you accept the goodwill gesture of USD 100 offered and I will escalate your case for the reimbursement to be processed. Thanks, Kelly
좋아요 · 답글 달기 · 1시간
There's irregular case in everything.... Plz understand this... i made a booking b4 the date that i left to trip.
In my side, i had confirmation mail from booking.com and there's no mentioned about that i should recheck my e-mail for invalid card data.
I booked 2 other vandors HTL on the same day and there's no problem with same card....
I don't understand why you sent a confirmation mail though my card was not approved. Is this really no responsibility of your side?
I'm working in a GDS company now so i really don't understand this.
As your logic, you don't allow to book 1days b4 check-in date and you should mention any notification to prevent like my case.
You insisted you sent e-mail to me so there's no responsibility but you sent e-mail around 11PM Korean time after 7~8 hours booking and i slept at that time and next morning i was departed to NYC.
That's why i complaint this. I think that this case, HTL or your side contacted to me by text or phone it would be cancelled my booking then this unhappy thing was not happened.
Yes, you offered Night HTL timesquare thru mail many times that was around 11PM ~ 1AM but the link that you sent was faile it was brokent into my mail so i told your staff this many times but they didn't change to solve this problem so i asked them what the HTL was and i checked but it was very expensive HTL so i worried your side was ok to reimburse with this HTL to me bcz my room rate was KRW366,872 for 2night but the HTL rate was over USD450 per night.
I told this to your staff, she said that she call me again after check whether this could be or not.
After check, your colleague called to me that could reimburse only 1night difference with my 2day's payment.
If you, can you agree this sudden changed reply? B4 that 1st staff told me that you would reimburse 2day's difference rate and RT transporatation from Manhattan to Newjersy and received phone rate.
And who can accept that reimbursement only 1night difference against 2night booking?
From the date to now your company's response was not consistent and i was very upset with this.
Your company is HTL booking vandor so i think that you should provide the very best costomer service than other company.
Then your company didn't made promise aginst customer.
I think that your customer policy for evert irregular case like the following and it's same any other countries language.
"The offer of USD 100 is non-negotiable. I am sorry, but we are not able to offer any further reimbursement. Should you decide to accept this offer, please inform us"
I try to fight with your company untill you give a reasonable reimbursement to me for my loss, for your changing about better cusomer service.
------ Original Message ------
Date: Wednesday, Oct 21, 2015 12:59:48 PM.
From: "Booking.com Customer Service" <[email protected]
To: <[email protected]
Subject: City Rooms NYC - Chelsea (464773822)
Home | FAQManage booking
Dear Sanghee Kim,
I am contacting you regarding your reservation at City Rooms NYC and your most recent post on Facebook.
I have reviewed the case thoroughly and I will reply to your complaint e-mail that we received on October 2nd.
First, it is the booker's responsibility to enter valid credit card information for their reservations. This reservation was non-refundable. This means the property requires payment in advance. You made your reservation on the 24th of September, and the property tried to take payment at that time. They could not, so they marked the card as invalid in our system and you received an automated e-mail asking you to update your details. I understand you did not have access to your e-mails, but City Rooms followed procedure, and a valid credit card should have been supplied.
The property waited several days for you to input updated information, they never received new credit card details and cancelled your reservation. Please understand that they are not obligated to hold a room if a booker provides payment information that is not valid, or does not have sufficient funds to cover the cost of the reservation. My colleagues offered assistance in relocating you. Approval was obtained to offer one property, Night Hotel Times Square, and we informed you via e-mail that if you booked this property the difference would be reimbursed after your stay. The difference was USD 285.55. This property was not booked, and that reimbursement was contingent on you booking that property.
As a goodwill gesture, my colleague offered USD 100. This offer was being made due to the confusion and inconvenience you encountered. This was not being offered due to any wrongdoing on City Room's part, or any wrongdoing on the part of Booking.com.
Booking.com is not responsible to cover any costs incurred because the credit card entered to make the reservation was reported as invalid on the 24th of September, 5 days prior to your arrival.
The offer of USD 100 is non-negotiable. I am sorry, but we are not able to offer any further reimbursement. Should you decide to accept this offer, please inform us.
Booking.com Customer Service Team
Date: Friday, Oct 2, 2015 11:51:49 PM
From: <[email protected]
To: <[email protected]
Subject: complainment letter
Dear sir or madam,
1. Hotel:Crowne Plaza Englewood: KRW 257,709 for 28Sep
YMCA: KRW 283,130 for 29Sep
2. Taxi fare: USD 135
3. Mobile phone charges: over KRW 100,000 (approx. USD 100)
The problem is that your call center adviser whom I talked to the last time insisted to compensate only USD 100 instead of the extra costs I had to pay.
For your reference, the following is the summary of what happened:
On 28Sep,your call center employees promised me to help to book another hotel in Manhattan and pay the difference but I was not informed of a new booking till late. So I could not help but reserved a room by myself and managed to find one at Crowne Plaza Englewood and went there by taxi.
For the next day, one of your consultants suggested a room as expensive as USD600 (including taxes) so I asked her whether it was okay as you, Bookings.com, would pay the difference. when i told it she told me that she called after check then her word had been changed and your company's compensation would be only for difference 2nd day's one. of course i couldnt agree it bcz it was different with 1st employee and finally alternative at YMCA and why your decision about my compensation would be usd100. what is from this amount?
Attached is the related confirmation email of my original booking that mentioned hotel confirmation and card guaranteed. it is korean and refer in yellow line with your korean staff.
Waiting for your prompt reply and action. Thank you.