Erik Ribsskog
<eribsskog@gmail.com>
The Grand Scarborough (433215090)
Erik Ribsskog
<eribsskog@gmail.com>
Tue, Jul 9, 2013 at 10:07 AM
To:
433215090@my.booking.com
Hi,
Because I have no gotter five e-mails from Booking.com about this, from four different staff.
I think you should just have one case-worker.
Also, the hotel doesn’t want to send any more e-mails about this, and they haven’t offered any compensation.
I don’t understand that this is a big deal for eighter you or the hotel.
I’ve only asked for a refound for some of the £40 I paid for the hotel-room.
This is starting to become like something from Kafka now, I think.
The hotel are difficult to correspond with, I think.
They just twist on things and have strange routines for handeling comlaints like this, I think.
So I think Booking.com could give me the compensation, and then get it back, from the hotel.
(Since it’s probably easier for you, to deal with them).
And like I’ve written earlier in this e-mail, I’ve tried to escalate this with you.
Please escalate now, I have better things to do than sit all day and write with all of your many staff.
Erik Ribsskog
Dear Erik Ribsskog,
We are sorry to hear of your continued dissatisfaction in the The Grand Scarborough. We completely understand your frustration and sincerely apologise that we are unable to satisfactorily address your concerns.
We appreciate that it is very likely that you selected The Grand Scarborough in part because of its description and facilities as advertised on our website. However, as previously mentioned, the hotels themselves are responsible for all the information provided to you. We act as an intermediary between the guest and the hotel and is therefore responsible for delivering the reservation correctly to the hotel. Once the hotel has confirmed the reservation it then becomes their responsibility to accurately represent themselves.
Should you have any further concerns, please contact The Grand Scarborough directly using the contact information provided on your initial confirmation e-mail.
We would like to confirm that we have documented your concerns and that your valuable input will allow us to take the necessary steps to ensure that the description of the hotel and its facilities is accurately represented on our website.
Thank you again for contacting us. Feedback such as yours greatly assists us in improving both our and the hotels’ standards. We do hope that you will allow us the opportunity to be of service to you in the future.
Please address any further concerns with the property directly.
Kind regards,
—
Kelly Kensler
Booking.com Customer Service Team
Our customer service agents are here to help and are also available 24/7 by phone: 0800 376 3580 (English) or +44 20 3320 2609 (English)
– The Booking.com Team