I really don’t know where to start talking about this, but as you know I like to pre-plan my holidays. I had pre-booked a holiday for a trip next year.
I was trying to get the hotel to help me with transport from the airport (this is in the USA). I rang them and they gave me an email address to contact to arrange a car from the airport to the hotel. I sent two emails and had no response either time. Then I received and email from the hotel advertising things to do etc. as the hotel was part of the Universal Studios complex. The email also referred to a shuttle from the airport to the hotel and said you should call the hotel to book.
I called to enquire, but I didn’t have a credit card with me, so I got my husband to call. It seemed like a simple call, but it wasn’t! After about 5 mins he shouted me to speak to the lady. He hadn’t booked anything as he was being asked all about our booking, which seemed weird.
It turned out she was giving us a quote for the hotel, which we had already booked, including the airport shuttle and entrance to the park and it was cheaper than the original hotel only. Problem was it wasn’t at the hotel we had booked, and we hadn’t got the same room type and the hotel was some 20 miles from where we had originally booked!!
Being left with three days to consider what I wanted to do, I rang a couple of times and emailed more than six times, but no one could help. They couldn’t tell me what adding the transport to my original booking was or what adding the park for a two day pass would be. We are disabled, we couldn’t go around the park every day. It stressed us out for a week and in the end we felt we had no option but to cancel and go elsewhere.
Since this I have three surveys about why I cancelled, why I booked and the price of park tickets. I have also had several emails saying how they can’t help me. I booked on the USA website and I live in the UK etc.
You don’t want to start a holiday with stress. We are now feeling much better about where we are staying. Thankfully we realised their Customer Service was bad before we got there.
