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本帖最后由 blank_paper 于 2014-5-19 13:39 编辑
昨天再一次在E旅行论坛里联系了booking的人。
booking的人说联系了雅高很多次，都没法退款，雅高就是不认。
首先我需要申明，我确实预定的是“不可取消”的住宿，按道理确实没有特殊情况取消是得不到任何退款，这点我在预定的时候就清楚。
但是越南的暴动是人祸，是不可抗力了，并不是我的过错造成我必须取消这次旅行。
酒店发邮件来说他们这里很安全。首先我没去过我并不敢保证他们很安全，其次从胡志明过去的路上有谁敢保证很安全。雅高可以确保这一点吗？一个专业的、负责任的酒店是不可能说出这样的话。
以下是雅高的经理发过来的邮件，我贴了2封给大家看看，我对雅高的回复意见很大。任何一家宣称自己“a customer focused organization”的酒店的就是这样对待无助的客户。什么叫 customer focused，这一点都没有搞清楚的话是很难匹配雅高这么高档的酒店，不是吗？
最后，我在群里也看到了Agoda就能很快的帮助一些客户退订了同样是“不可取消”的订单，作为与agoda齐名的booking为什么不能够在关键的时刻帮助信赖你们的客户。要知道一点：代理的左用不单单是一个销售渠道的窗口，更是一个代表了客户的合理诉求，以更强力，更有说服力的姿态帮助客户协调售后服务，而不简简单单就是几个邮件后回复客户”sorry, I can't assist you any more since the hotle has XXXXXXX"。代理的钱是这么好赚的吗？
这次一共损失会达到一万多，无论是否能够追回，已经让我对雅高的专业性及责任性产生了很严重的怀疑，至少未来我不会再预订雅高旗下的任一酒店。另外，对于booking，我不强求你们能够做什么像样回复，但是我认为你们的配合度及专业性也产生了很严重的问题。我在这里不定性，但是就由各位看官来评判。
希望大家来拍砖，无论你有什么想法，谢谢。
Email 1,
Dear Booking.com team,
Thank you for your recent email in regards to your reservation at
Novotel Nha Trang. We regret to hear that and have taken your request
seriously.
However; the rate you have booked (special rate ) is a promotional
rate and, as such, has special terms and conditions which we believe
are clearly stipulated to our customers. The terms and conditions of
prepaid rates state that "no refund, no change and no cancellation".
While Accor is a customer focused organization, unfortunately on this
occasion we are unable to grant your request for amending.
We do appreciate your support and hope that we have the opportunity
of assisting you with any future reservations. If I can personally
be of any assistance, please do not hesitate to contact me on the
below details.
Trang Nguyen
Asst Reservation Manager
Novotel Nha Trang
50-Tran Phu Street
Nha Trang city
Vietnam
Direct line: +84 (0) 58 6 256933
Email 2,
Dear Isaac Liu,
Kindly be informed you that our sity is very safe , nothing happen.
We still welcome lots of tourist from many countries included china.
It is the government of two countries , not from our town.（毫无从客户角度出发的说辞）
In case , they still want to cancel their booking , we will applyfull penalty charge as the rate condition .
They know andaccept the rate condition that is no cancellation, no change and non refundable before
deciding to make the booking. Please advise if we go ahead to cancel their booking or
keep it asthe original one.
Trang Nguyen
Asst Reservation Manager
Novotel Nha Trang
50-Tran Phu Street
Nha Trang city
Vietnam
Direct line: +84 (0) 58 6 256933
我在booking上订了芽庄诺富特酒店，但是越南这个局势看来是去不了了。联系了booking的人，态度生硬，不准备退款，而且诺富特的邮件回复也阐述了一大堆理由就是不可以退款。
我想了解群里的朋友，遇到这种情况怎么办？这是人祸呀。
ps，我之前没买保险。
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发表于 2014-5-16 17:35:25
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