Donna Waterall Was Hill´s profile
Reviews (1)
Secret Escapes
Not very impressed
Made a booking for 2 adults 1 child. When cfm email received did not incl child. Phoned company but was told they couldn't help and needed to email. Emailed twice both times just got holding reply. Phoned again and told I needed to email! Now less than a week until booking, still no answer from secretescapes. Train price has gone up and one attraction we wanted is now full. Have phoned hotel, they were great but cfm booking is without child. Not impressed with secretescapes and worried they will take our money but not deliver :(
14 May 2012
Reply from Secret Escapes
Donna Waterall Was Hill´s profile
Female, 1972
Bicester, United Kingdom
About
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Our sincere apologies for your experience so far. We have investigated what happened and our call centre had extra staff in to take calls/field emails that were not trained to cover for sickness. They did contact the hotel but did not get a reply, however they should have followed up or escalated. We have called the hotel and made sure they have added a child place for you and have emailed and left a message for you. We have also given you a gift voucher as an apology for the delay and the way it was handled.
We are currently in the process of expanding and improving our Customer Service department to prevent any errors like this occurring in the future. We hope you can enjoy your break.