Zero empathy, zero flexibility
Publicado el 4 jul. 2020 en Hotels
We planned a long weekend in Austria since last September. Due to the COVID-19 pandemic, our flight was cancelled less than two weeks before we were supposed to arrive in Salzburg for one night. The fee was non-refundable, so I contacted the hotel asking for a delay until next year, as we still intend to make the trip as originally planned. I never asked for a refund. This is a global pandemic situation were nobody is to blame for travel limitations. There was no interest whatsoever in trying to find a reasonable solution. One support person at Hotels.com also tried to find a solution directly with the hotel, to no avail. They said we should find another flight! I recently read somewhere that customers will remember what companies supported them during this pandemic. We will be back in Salzburg next year, but we certainly won't be staying at the Star Inn Hotel Salzburg Zentrum by Comfort.
Comentario de la dirección del hotel
6 jul. 2020 por SIH, la dirección del hotel
Dear Mr. Gorka,
thank you for taking the time to share your opinion with us. We do understand that you expected a compensation, but as already explained directly we cannot find all accommodation contracts invalid because of COVID-19.
For everybody it is a difficult Situation and we hope that you will have a pleasant trip anyway.
Nice regards
Star Inn Team