Ineptitude

Here's some email correspondence. I add new emails to the top of this page....

... a fax I sent 11th April 2001

The Manager
Hotel Cabin
Borartun 32105
Reykjavik
Iceland

Phone 354 51 16030
Fax 354 51 16031 

Dear Sir

My party experienced difficultly when checking in to the Hotel Cabin: apparently our booking had not been made.

Some details: 
Dates: 16th..19th March 2001
The party of 8 was booked in my name, using the Online Travel Agency.

As Iím representing my party, I would like to know who was responsible for the error. Standing around at 1:00 am wondering where we were going to sleep was most unpleasant.

OTA say the problem was with yourselves. If this is so, we would like an apology from you, and why no apology was made in person to us while we were with you in Iceland.

I would also say we all enjoyed staying at your hotel, and found your staff very friendly and helpful.

Would you investigate this matter and report back.

You may wish to point your web browser at:
http://www.anotherurl.com/travel/iceland/inept.htm

Thanks

Nick Hubbard

Dear Mr Higgs

Many thanks for pursuing the cause of my party's inconvenience.

I guess I'll put it down to experience, "Lessons Learned."

Whenever I book a trip again with an agency, I shall explicitly confirm
bookings myself.

"If you want a job doing properly, do it yourself" is a phrase I cringe at.
Responsibility, delegation and trust is what's required.

Anyway, back to the real world.... Thanks for replying!

Regards

Nick Hubbard

----- Original Message -----
From: "Daniel Higgs" <Danielh@otctravel.co.uk>
To: <nick@anotherurl.com>
Sent: Monday, April 09, 2001 10:28 AM
Subject: Iceland Holiday


> Dear Mr Hubbard
>
> I have received a reply form our hotel operators with regards to the
> problems you encountered at the hotel
>
> The hotel has apologised sincerely for any inconvenience caused and have
> explained that an error was made on behalf of the hotel.  The hotel have
> acknowledged  that the booking was input onto their reservation system
> incorrectly, and the late arrival was the explanation to yourselves having
> to wait a little longer for your rooms.
>
> The hotel has stated that they made every effort to accommodate yourselves
> as soon as possible.
>
> I hope that the explanation satisfies your request and please accept our
> apologies again for any inconvenience caused.
>
>
> Kind Regards
>
> Daniel Higgs
> Reservations Supervisor
> OTC Leisure
> Tel 0870 887 0100
> Fax 0870 887 0117
> danielh@otctravel.co.uk
> www.otc-uk.com

Dear Mr Higgs

Your explanation regarding "Late Arrival" and subsequent "re-sale" seem
tenuous. The staff on duty appeared to be familiar with flight times and
connecting shuttle bus times. We actually arrived that fateful night ten
minutes before the shuttle bus. We observed shuttle bus passengers from our
flight successfully checking in.

Has the hotel failed your company before?

Anyway, I'm sure the Hotel Cabin can defend itself. They don't need a mere
customer getting in the way of the accusations!

I understand that you will be forwarding my previous email on to your hotel
supplier. My friends and I look forward to your subsequent reply.

We need assurance that whenever we book a hotel using a travel agent that we
don't have to double check the booking directly with the hotel. That would
irksome! We may as well book the accommodation ourselves!

Your kind apology is received.

Regards,

Nick Hubbard


----- Original Message -----
From: "Daniel Higgs" <Danielh@otctravel.co.uk>
To: <nick@anotherurl.com>
Sent: Monday, March 26, 2001 7:46 PM
Subject: Iceland Holiday


Dear Mr Hubbard

I have been passed your email with regards to the problems you encountered
in Iceland.  Firstly I would like to apologise for any inconvenience that
may have been caused at the hotel.

I have looked into the booking at the Cabin Hotel and as far as we are
concerned there was no problem with the actual booking.  I have also double
checked with our hotel suppliers and again there was no problem their end.
The only explanation I can envisage if [sic] with the actual hotel.  When we made
the booking we did advise the hotel that you would be arriving late, so they
should have kept the room available for yourselves.  The only reason I can
think for a room not being available was because the hotel actually re sold
your rooms to someone off the street.  If there was problems with the
booking or they had not received the booking they would have charged you for
the full cost, so they probably realised that they were in the wrong and
prepared the spare rooms.

Again I would like to apologise for any inconvenience and I will be
forwarding your comments on to our Hotel supplier who will liase with the
hotel direct on your behalf.  As soon as I receive a reply I will let you
know the out-come.
 

Kind Regards

Daniel Higgs
Reservations Supervisor
OTC Leisure
Tel 0870 887 0100
Fax 0870 887 0117
danielh@otctravel.co.uk
www.otc-uk.com

Dear Karleen

An apology from your company would be nice!

You did not confirm the booking with the Hotel Cabin.

It was by luck that the hotel staff could make room for my party. (They
provided us with normally redundant rooms - they had no keys - and a
cancellation.)

There was a conference in Reykjavik: they were FULL. They could have had a
"more than my job's worth" attitude and told us to go away.

Your company doesn't have telephone support at the weekend - only a
mis-configured voice mail system to contend with.

I knew leaving an email message would also be fruitless: for an "on line
travel agency" I was bemused by the amount of phone calls and answering
machine messages to deal with when booking the holiday.

By deviously calling your business travel number, and finding an emergency
number was I able to progress maters whilst in Iceland.

The emergency support was an indignant woman - initially the attitude was
"you're not a business customer - go away."
She pacified when I calmly explained my request - "Please pay the hotel
bill".

I phoned her back with the Hotel's phone number. Further conversation was
not possible as I was welcomed to the Orange Answering Service. Hey, treat
your customers to that personal care given by a telecoms voice mail system.

My party were stressed and upset, standing in reception at 1:30 on Saturday
morning, waiting to see if rooms could be made up.

Why did you send me confirmation of flights and hotel booking when it was
not confirmed?
"And" is a conjunction meaning both, not "We've booked the fights but not
the hotel."

What would I like? An apology from somebody that runs your show. Please
assure me and my friends that this is not a common occurrence.

Regards

Nick Hubbard

http://www.anotherurl.com/travel/iceland/iceland1.htm


----- Original Message -----
From: "Karleen Newman" <Karleenn@otctravel.co.uk>
To: <nick@anotherurl.com>
Sent: Friday, February 23, 2001 3:02 PM
Subject: Reyk flights


> Dear Mr Hubbard,
>
> I am pleased to advice you that at this current moment, the 16th and 18th
of
> March is available.
>
> Unfortunatley the earlier flight on the 16th March is full.
> The flight times available are as follows:
>
> IceLand air -  16 MAR Friday  Heathrow/Reykjavik  2050  2350
> IceLand air -  18 MAR Sunday  Reykjavik/Heathrow  1630  1930
>
> This doesn't give you much time, you could alternativley come back on -
>
> Iceland air -  19 Mar Monday   Heathrow/Reyjavik  0850 1200
>
> Kind Regards
>
> Karleen
> Online Travel