Little win!

emmafleur · 16 Oct 19, 07:33 PM

Cut a long story short, (well, not really) we had to change our flight from Manchester to Gatwick airport (TC issues) and so needed to change our hotel booking. Only problem was that we’d booked through Hotels.com with Tesco clubcard vouchers. My daughter spent hours yesterday trying to sort it on Live Chat with a woman called John (?) who I imagine had to Google translate everything as what she replied made no sense at all. The woman offered her a transfer of hotels, a refund, no hope of being able to transfer and was told her Tesco vouchers would be lost forever - all in the same conversation. Daughter got so fed up she asked how to complain. She was escalated up to a superior person - guess who? John! She gave up eventually and left it to me.
I’ve been on the phone for an hour speaking to someone else (at a call centre where English is not a first language. Nor indeed a second one by the sound of what he was telling me). Well, anyway, after lots of being put on hold, miscommunications, wondering why I wanted the same hotel again on the same date (*sigh*), having to phone the Manchester hotel to see if they’d refund me etc I eventually managed to get sorted and get transferred to the Bloc hotel at Gatwick (after being asked if I was sure I didn’t want the Bloc in Birmingham). The man charged me in full for the room, then refunded me back the £75 worth of Tesco vouchers we’d originally used. To be fair, it was worth the time staying calm and polite because they didn’t need to have given me anything at all. But what a faff! I feel I’ve really won tonight 😊😊😊
Next job, email the Bloc hotel and ask for my free upgrade. Now, that complaint is a while other saga 😂😂

**Custancia** · 20 Oct 19, 11:22 AM

Definitely shows that patient perseverance can pay off!

emmabrown68 · 20 Oct 19, 11:41 AM

Blimey, you got there in the end though, well done!

**Juliemack** · 20 Oct 19, 03:09 PM

Didn't work for me after 45 minutes on the phone to Virgin Media 'customer service' trying to get a simple question answered I ended up cancelling the whole thing out of sheer frustration.

emmafleur · 21 Oct 19, 08:56 AM

Thanks everyone. Sorry you didn’t get sorted, Juliemack. So frustrating trying to get anything sorted quickly. Hope you get something better booked with someone else 😊🤞🏻

**Juliemack** · 21 Oct 19, 09:37 AM

Originally Posted by emmafleur

Thanks everyone. Sorry you didn’t get sorted, Juliemack. So frustrating trying to get anything sorted quickly. Hope you get something better booked with someone else 😊🤞🏻

Thank you, I went back to Sky in the end. Virgin had offered me a really good deal to stay with them but I found out that the area I'm hoping to move to in the next 6 months or so is not served by Virgin. All I wanted to know was if I would get charged termination fees even though it would be their fault that they hadn't provided their service there. Well, they just didn't understand the question so after speaking to two people for just over 45 minutes I cancelled! 🤯🤬

**Juliemack** · 21 Oct 19, 09:39 AM

Hope you sorted your upgrade and it didn't turn into another palava!

emmafleur · 21 Oct 19, 07:39 PM

Originally Posted by Juliemack

Hope you sorted your upgrade and it didn't turn into another palava!

Lol still waiting for that to be resolved. We shall see 😊🤞🏻

16 Oct 19, 07:33 PM	#1
	16 Oct 19, 07:33 PM emmafleur Very Serious Dibber
emmafleur Very Serious Dibber Join Date: Jun 18	Little win! Cut a long story short, (well, not really) we had to change our flight from Manchester to Gatwick airport (TC issues) and so needed to change our hotel booking. Only problem was that we’d booked through Hotels.com with Tesco clubcard vouchers. My daughter spent hours yesterday trying to sort it on Live Chat with a woman called John (?) who I imagine had to Google translate everything as what she replied made no sense at all. The woman offered her a transfer of hotels, a refund, no hope of being able to transfer and was told her Tesco vouchers would be lost forever - all in the same conversation. Daughter got so fed up she asked how to complain. She was escalated up to a superior person - guess who? John! She gave up eventually and left it to me. I’ve been on the phone for an hour speaking to someone else (at a call centre where English is not a first language. Nor indeed a second one by the sound of what he was telling me). Well, anyway, after lots of being put on hold, miscommunications, wondering why I wanted the same hotel again on the same date (sigh), having to phone the Manchester hotel to see if they’d refund me etc I eventually managed to get sorted and get transferred to the Bloc hotel at Gatwick (after being asked if I was sure I didn’t want the Bloc in Birmingham). The man charged me in full for the room, then refunded me back the £75 worth of Tesco vouchers we’d originally used. To be fair, it was worth the time staying calm and polite because they didn’t need to have given me anything at all. But what a faff! I feel I’ve really won tonight 😊😊😊 Next job, email the Bloc hotel and ask for my free upgrade. Now, that complaint is a while other saga 😂😂

21 Oct 19, 08:56 AM	#5
	21 Oct 19, 08:56 AM emmafleur Very Serious Dibber Thread Starter
emmafleur Thread Starter Very Serious Dibber Join Date: Jun 18	Thanks everyone. Sorry you didn’t get sorted, Juliemack. So frustrating trying to get anything sorted quickly. Hope you get something better booked with someone else 😊🤞🏻