No Luau for Me :(
Copy of (most of) my email to Kona Village Resort customer service, I'm soooooooo annoyed!
A few weeks ago I called the luau reservations department in order to inquire about a group rate for my guests (30) for the Friday, September 28 luau, and to have some questions answered. I was told that we could get the group rate, and that guests could reserve under our name, pay with their own credit card, and receive the group rate. I made a reservation for 11 adults and 3 children, and passed the information on to my guests.
One of our guests called and made a reservation today, and I assume that this is what caused Jeanette from luau reservations to call and first ask how many people we were expecting, and that she didn't think we could pay using multiple credit cards. She was also unsure about how many people consisted of a group. She should have had her facts straight before calling. She should also be trained to not interrupt a customer while one is speaking. Jeanette had to hang up with me in order to speak with a manager in order to confirm the number of people considered a group and to find out if separate credit cards were allowed. She called me back very quickly and told me that groups had to consist of at least 20 people and would have to be paid with on one credit card.
The most annoying thing she said to me was that since the group rate wasn't that much of a discount, then it would only be $10 more each for our guests to pay. I could not believe my ears - this is exactly the wrong thing to say! If it's only $10 extra, then the resort should do the right thing and absorb the cost for our group. I have worked in customer service for several years and I have done more than this for my customers in the past.
A few weeks ago I called the luau reservations department in order to inquire about a group rate for my guests (30) for the Friday, September 28 luau, and to have some questions answered. I was told that we could get the group rate, and that guests could reserve under our name, pay with their own credit card, and receive the group rate. I made a reservation for 11 adults and 3 children, and passed the information on to my guests.
One of our guests called and made a reservation today, and I assume that this is what caused Jeanette from luau reservations to call and first ask how many people we were expecting, and that she didn't think we could pay using multiple credit cards. She was also unsure about how many people consisted of a group. She should have had her facts straight before calling. She should also be trained to not interrupt a customer while one is speaking. Jeanette had to hang up with me in order to speak with a manager in order to confirm the number of people considered a group and to find out if separate credit cards were allowed. She called me back very quickly and told me that groups had to consist of at least 20 people and would have to be paid with on one credit card.
The most annoying thing she said to me was that since the group rate wasn't that much of a discount, then it would only be $10 more each for our guests to pay. I could not believe my ears - this is exactly the wrong thing to say! If it's only $10 extra, then the resort should do the right thing and absorb the cost for our group. I have worked in customer service for several years and I have done more than this for my customers in the past.