2/10 Teruk
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19 Okt 2025
Tidak sukakan: Kemudahan
Unacceptable customer service/no empathy, no resolution
We made a reservation at the Greenbrier Inn through Expedia on 10/16 while in Bangor, Maine intending to book for the night of 10/17. However, it appears the booking date was mistakenly registered as 10/16 which likely was a system or input error. We didn’t realize the issue until we arrived at the Greenbrier on 10/17 only to be told by the owner, Steve that we had missed our reservation.
He admitted this kind of mistake happens “3 to 4 times a month” and even said he assumed we had made the error. Yet he never contacted us despite having our phone and email and despite the fact that he only manages 21 rooms. When we asked why he didn’t reach out to confirm he gave no clear answer.
We understand that this was a non-refundable reservation and we’re not arguing that policy. But we were asking for basic human empathy especially because the owner openly acknowledged that this is a common occurrence. Instead he refused to offer any help or flexibility. There were no rooms available that night and we were forced to scramble to find (and pay for) a new hotel.
We returned the next morning to ask if we could use our payment toward that night’s stay instead since he said there were 5 rooms available but Steve still refused unless we paid half-price on top of what we’d already lost. He also refused a partial refund even after Expedia reached out to him on our behalf.
Throughout the entire situation Steve was dismissive, defensive a
Lisa
Menginap 1 malam pada Okt 2025