United Airline cancelled my trip and I could not make it. I called hotels.com and they tried to help but they couldn’t. I called the hotel and they couldn’t find my reservation but did not offer any assistance beyond the pathetic “sorry for your inconvenience”.
I understand the no-refund policy, yet they don’t understand customer service. They should be flexible and understanding when things out of the guest control take place. Probably offer a discounted solution. Something, anything beyond the “sorry for your inconvenience” argument.
A little bit more of humanity behind the automata they train to answer the phones would be highly appreciated. I know they cannot do anything on their own term, but they should. Or else, replacements with Ai.
Business bloom when they treat customers as people, and not as enemies subject to policies designed to favor money-making.
I’m sure they will reply, sorry for your inconvenience, and that will be the end of the story.
A little bit of more humanity behind the process might make wonders and increase sales. Trust me. I know what I am talking about.
Dr. Guido Alvarez
