Rude and insulting staff ruined our booking
I booked the hotel via Lastminute.com under their "Top Secret" Hotel promotion. The description listed the following as attractions;
* reformation monument
* red cross international museum
* art and history museum
* pont du mont-blanc bridge
* bourg-de-four square
* petit palais muséum
I was travelling to meet an investor for lunch on the Friday at Jardin Anglais by the Pont du Mont-Blanc bridge and to attend a friend's wedding at the Parc des Eaux-Vives on the Saturday. The above attractions, with the exception of the Red Cross museum, are all within a very small radius and the description was indicative of a hotel south of the river near to the Bourg-de-Four Square. This is exactly where I wanted to stay.
However, on booking, it was revealed that the hotel was the Hotel NH Rex. North of the river, quite far from where I wanted to be and completely at odds as to the description. I rang Lastminute.com to explain my predicament and they arranged a conference call with a member of staff at the Hotel to see if we could arrange a cancellation (I believe he was a concierge but I am not certain). The member of staff was quick to point out that it is a great hotel and lots of important people stay there - of that I have no doubt! I have driven past it many times and had I wished to stay north of the river I would be very happy with the reservation. But, I do not want to stay north of the river.
I pointed out that all of the attractions listed were 2Km away and I had booked the hotel under misleading information. The response I got was hideous. I have never been so insulted and outraged when dealing with a customer service representative. The person on the end of the phone told me all the attractions were within 2Km, after which I provided the distances from the hotel to the attractions and pointed out that 2Km is a good 20 minute walk and to get the wedding on the saturday would be a longer walk and inconvenience. His response was "Everything is a five minute walk away. Any normal person can walk 2Km in 5 minutes." His tone was despicable as he sneered and emphasised the word "normal".
Even the customer representative from Lastminute.com was shocked by the reaction, made worse by the hotel representative concluding with "I do not have time for this, good bye" and hanging up!
The representative was rude and wrong. The attractions are not a 5 minute walk away and on a separate note I would be happy if I ran 2Km in 5 minutes!
Lastminute.com's customer service representative, has tried to get us a refund for the booking, she has emailed and called the hotel to get little to no response (no email response and one further phone call where the representative (the same person as on the conference call) refused to get the manager to speak to her.
Quite simply, we feel we have made a booking as a result of misleading fraudulent description, I personally have been insulted and we felt we deserved a refund, as did the lastminute.com representative.
Incase you were wondering as to the distances from the attractions;
* reformation monument – 2.3Km (25 – 30 minute walk)
* red cross international museum – 1.9Km (20 minute walk… in completely the other direction!)
* art and history museum – 2.8Km (35 minute walk min)
* pont du mont-blanc bridge – Jardin D-Anglais side 2.2Km (25 minute walk)
* bourg-de-four square – closest 2.5Km (30 minute walk – I'd normaly consider it slightly south around 2.7-2.8Km away)
* petit palais muséum – 2.8Km (35 minute walk)
A horrible experience stemming from a misleading promotion and a disgraceful display from the staff. I will steer clear of the hotel at any given opportunity if this is the way they see fit to treat their guests and would recommend others to do the same.
Thank you for reporting abuse on this Yahoo! Travel review.
We appreciate your input and will resolve the issue as soon as possible.
By notifying us of the abuse, you're helping to ensure a quality experience for other Yahoo! Travel users just like you.