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OT-- Poor customer service...agree or not?
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Posted by NCWayne on July 11, 2007 at 18:58:17 from (166.82.164.156):
Hey guys, after what happened last night I wanted to run this past ya'll and see if I'm the only one that thinks this was wrong. It's a long story but I'll try to hit the high points and keep it as short as possible--- I was trying to help out a female friend that is out of town taking care of some family business. She's been a friend for years and I helped raise her son and she's finally getting a court date with the worthless SOB that fathered her son to maybe get some child support after 11 years. Friend or not I didn't want to give her my card, you know women and money (and I know her LOL), but I still wanted to help her out. So when I knew where she was gonna stop for the night I called the hotel chains reservation number about an hour prior to her arrival, and using my credit card made a guaranteed reservation. I recieved a confirmation number, etc and was told that whether anyone showed up or not my card would be charged. When she got there about 11PM last night she was refused a room because she didn't have my card to physically hand to them. I got the impression all they wanted was the card wether I was there or not. That said if I could have found a fax machine at 11PM last night and faxed them a copy of the card, my ID, and signature they'd let her have the room no questions asked. I've used this chain many times before (wasn't gonna mention the name but the more I wrote and thought about the whole thing the madder I got, again, so what the heck, it was a Holiday Inn Express in Bessemer, Alabama. After this I think they deserve a little bad publicity) when out of town on business and have had a "Gold" Priority Club card for over 4 years. That being the case I was asked for and gave that info when I made the reservation also. In other words they would have had no problem verifying my club card info with my credit card info, etc. When the clerk couldn't seem to get past their "policy" I called the corprate customer service department and the lady there tried to get them to make good on the room, again with no success. In the end my friend, her 11 year son, and her mom, who are with her, had to ride around a strange town, after driving nearly 700 miles, at 11:30 at night, to find another place to stay.
I called and talked to several layers of managment this morning and depending on who I talked to the response was that it was 'their policy' that the card had to be present, it was the 'banks policy', but in the end and it was all for "my security". Problem is the franshised chains like this let their individual franchises set their own policies and have no control over them in that respect.
Personally I still don't like having to call anywhere and use a credit card but nowdays it's a fact of life. Too, and I don't know about ya'll, but having to copy my card and an authorization to use it, along with my ID, and then fax it to someone I don't know seems less secure to me than simply calling and giving the necessary info on the reservation line. The thought of the possibility of having a hard copy of that kind of info "floating around" is scary. True I know there is alot of personal info out there, more than we might imagine, but to actively contribute to it in the name of my security is ridiculous in my mind. The way I see it I made the purchase securely online or in my case actually called the toll free number. In doing so I gave a verbal authorization for the charges to my card. That's no different than any other card transaction, online or on the phone, that I make quite frequently at work buying thousands of dollars worth of parts and have never had a problem. In the end this situation all comes down to this. As long as no one shows up the authorization you give online is enough to prove to them your who you say you are, and it's your card so their gonna charge (have the RIGHT TO CHARGE in their terms) the room to you regardless ...However if someone shows up that isn't you, and doesn't have the card in hand they're screwed. Even though they have the confirmation number, you on their cell phone and you on a second the phone with customer service who is calling the clerk, IT MUST BE FRAUD OR ID THEFT so their gonna be denied a room.... even though your still gonna be charged for it because you had a reservation.
I am happy to say after I raised enough he-- last night and this morning the motel in question "did me a favor" (the impression I got) and didn't charge my card. What really makes me mad is that at no time did they say we're sorry for the problem last night. The best I got was "we're sorry your upset about what happened" but "it's our policy and it's for your security". It;s sad to say, but to me this is nothing more than a case of about the worst customer service I've experienced in many years. Funny thing it was all done with my security in mind...LOL
Now tell me guys, "policy" or no policy, does refusing a room to a woman, her son, and mom, at 11PM, under these conditions, hell under any conditions, sound right to you? Was this customer service or the worst lack customer service of you've ever heard of??? I'm curious as to what ya'll think.
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