06SEP booked online a nonref booking [protected] Ctrip Next morning got a cxl email saying booking has been cancelled because hotel change price for confirmation. Called Ctrip, the agent did not introduce her self so I did not catch her name, explained to her and she said she cannot do anything other than helping me book again with a different price. She tried to contact hotel but she said could not do anything. Supervisor picked up the phone unannounced and also did not present her name, just said in a very strong voice she was the Supervisor. Repeated stating booking not confirmed by hotel so it was cancelled and said I was either to re-book with a different price or nothing she can do. I requested her to send me email to confirm booking and price so I will have it in black and white and she said she cannot and would not as price may change. The service is not good at all the way the Supervisor handled this, and nothing she could do was no help at all. Even though she offered better price at another Hotel and apologized, its not what I needed. The Hotel location is where I needed it to convenience me. I was pulled out of work because of this cancellation email for this booking. I hope your staff can be trained better when speaking to customers and also have more authority of what that can and cannot do. Booking webpage should not have the non-refundable option there and stating confirmation will be within 1 hour if the website cannot deliver. From what I understand, Ctrip needs Hotel to confirm the booking before Ctrip can confirm to customer, that should be stated clear. As I am in Australia, I would booking during the working hours of Hotel where I will stay so I can make sure booking can be confirmed once made. “confirmation may take up to 1 hour” that is false advertising. Not a good experience at all early in the morning here. I am not sure if I will use Ctrip again, but I did go ahead and book direct with the Hotel instead.
This complaint and/or review was posted on HolySmoke.org on 20:36 pm, December 04, 2017 (CST) and is a permanent record located at: https://www.holysmoke.org/scam/ctrip-international/.
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