1/5 Tricia L. 2 years ago on Google
WORST
CUSTOMER
SERVICE
IN
THIS
CENTURY!!
To
be
clear,
I
almost
was
going
to
stay
at
the
hotel
-
but
I
am
so
glad
I
didn't!
In
early
Nov
2021,
I
made
a
booking
for
the
end
of
December
2021
as
a
surprise
for
my
husband
and
daughter.
Then
as
I
was
nearing
my
reservation
date,
a
relative
of
mine
passed
away
and
the
Covid
numbers
were
rising
quite
badly
at
that
time,
so
I
decided
to
play
it
safe
(plus
I
wasn't
in
the
mood
for
a
holiday
after
losing
someone),
sent
a
request
to
the
hotel
to
cancel
my
reservation.
They
said
I
booked
a
non-refundable
booking,
so
there
was
no
way
they
can
or
will
cancel
it.
Booking.com
then
asked
me
to
please
contact
the
hotel
directly
to
ask
them.
So
I
did.
I
spoke
to
a
lady
called
Veronica
Fracasso.
She
verbally
told
me
I
can
cancel
anytime
and
they
will
issue
me
a
full
refund,
I
just
have
to
ask
Booking.com
to
send
them
a
message
about
it.
So
after
the
call,
I
cancelled
the
booking
and
informed
Booking.com
accordingly.
Guess
what
happened
after
that?
The
refund
DIDN'T
happen!
In
fact,
when
I
tried
to
call
the
hotel
again
numerous
times
there
after,
here
is
what
happened:
a)
Veronica
was
"somehow"
always
either
on
leave,
transferred
to
another
department,
or
some
other
nonsense
reason
was
given
to
me
b)
When
I
demanded
to
speak
to
the
upper
management,
I
was
transferred
to
a
Mr.
Au
(I
think,
head
of
reservation
or
something
like
that).
He
is
DOWNRIGHT
RUDE,
SARCASTIC,
and
ABOMINABLE
in
every
way
possible.
No
matter
how
I
tried
to
speak
nicely
to
him,
no
reason
could
get
to
him.
c)
I
tried
to
speak
to
the
Front
Office
Manager
of
Novum
Silence
Hotel,
she
was
also
always
either
busy
or
not
yet
at
work,
or
whatever.
Never
reachable.
In
the
end,
by
some
luck,
I
was
able
to
speak
to
a
super
kind
and
professional
lady
called
Kiymet.
She
is
the
head
of
Guest
Relations.
Thank
God
for
her!!!
I
think
she
is
the
ONLY
reason
Novum
hotel
is
still
surviving.
She
was
patient,
super
helpful,
and
kind
to
help
me
with
this
chaotic
mess!!
All
in
all,
it
took
me
over
2
months
to
get
my
refund.
What
a
joke.
Kiymet,
you
are
an
angel!
Thank
you
so
much
for
everything
<3
To
the
Novum
hotel
management,
if
you
are
reading
this,
you
should
REALLY
have
a
closer
look
at
the
kind
of
people
you
are
hiring
for
your
hotels.
I
also
used
to
work
in
the
hospitality
industry.
It
is
exactly
people
like
these
who
put
customer
service
people
to
SHAME!!
Plus,
what
good
is
a
hotel
with
super
poor
service?
You
should
thank
your
lucky
stars
that
Kiymet
is
part
of
your
team.
Treasure
her,
give
her
a
bonus,
a
promotion,
and
you
better
hope
she
never
leaves.