Scandalous staff behavior
Posted Oct 20, 2014
My fiancee and I booked an October weekend at the Excelsior Grand Hotel Amalfi through Expedia travel service, with a non-refundable fare. 10 days before, my fiancees father suffered a heart attack, and it became unclear if we will be able to travel. I contacted the hotel to inquire if the hotel, in case we will not be able to attend the weekend, would be able to offer a voucher or similar, allowing us to postpone the trip. I was advised to write an email explaining the situation. Until now, I was not contacted back with a response.
Despite the health situation of my fiancees father fortunately improved, with the stressful past days she fell ill, and a day before the departure to Italy I had to contact the hotel again to explain that we will have to cancel our trip all together. The telephone conversation (in Italian) with lady at the reception was the most appalling I had so far with a hotel staff (although being a frequent business traveler since 20 years):
Me: “Would it be possible to attend the weekend at a later time? Maybe by issuing a voucher?”
Receptionist: “No, we do not offer such a service.”
Me: “Can you tell me a name of a manager I can speak tomorrow?”
Receptionist: “No, just call the reception”
Me: “Can you tell me your name for reference?”
Receptionist: “My name doesn’t matter. You now called for the third time, but this is your problem, we cannot help you. I think you should not come back at all to our hotel”.