Poor communication- But did resolve it partially
Booked a room through Olotels for a stay in London (reservation number 5073545). The booking was non refundable. At the time of travel, I feel ill. Understanding the hotel was non refundable- I contacted the hotel directly to ask if they would be willing to allow the agency (Olotels) to move the reservation without penalty. The hotel were fair, and agreed they would allow Olotels to move the reservation to a future date free of charge. I was delighted. I sent Olotels an email on 11th November, immediately after speaking with the hotel, to advise. The hotel wanted Olotels to formally request the change in an email, and they would agree to it. I sent 6 emails chasing this up, each time I got an email saying 'we will update you shortly'. One time I even called and the agent said she would call back in 10 minutes- and didnt! Finally, 15 days later, Olotels send me an email saying 'I checked into the hotel, and as a result, I will be charged in full'. What a fiasco! When will it end? I done all the hard work, the hotel were happy to move the booking no problem. Now Olotels have left it 15 days when this could have been sorted in 1 phone call. So angry. I would avoid them. **** Update 18th December 2013**** The supplier offered a 1 night refund which was ok. If they acted upon what the hotel offered (to move the full reservation) I would not have lost out on one night. I feel Olotels were too slow to act and this is why I lost out. I feel as though the frontline customer care let Olotels down. Shame you have to shout about your bad experience on here before they take things seriously. Ana from the customer satisfaction team was very helpful.