I made a reservation yesterday 07/01/2013 11:30pm UK GMT for a hotel in Dubai for 4 nights. I spoke to the customer service representative and explained that I had found the hotel cheaper on another website and that I could get 15% cash back through Quidco. Once he verified the other price he matched the lower price and would also honour the 15% cash back. He explained that I pay in full and he would refund the money back. I informed him that I was also looking to book hotels in Hong Kong and Thailand, but was unsure at the point where I wanted to stay. I asked if I called back tomorrow (8/1/13) would I be able to get the 15% cash back and match a lower price if I found one. I was informed this would be fine. I proceeded to research hotels and called back the next day. I was keen to book all my hotels through one vendor for ease of management.
When I called back today (08.01.13) I got through to one customer service representative and explained the hotel I wished to book, and that I had found it cheaper on travel republic. She initially told me that she could not honour the money back guarantee as the offer was not the same. I double checked and explained that it was.She then proceeded to look into my account and placed me on hold. I was then greeted by one of her colleagues, with no warning that my call was being transferred. I then had to explain the whole situation to him, again, to then be placed on hold and put through to someone else. By this point I was frustrated, as when another colleague picked up the phone I had to re explain the situation again. By the third person I had been on the phone for 40 mins and my booking had been taken no further. This colleague could not help and I finally got through to someone else. At this point I felt that your staff were very unhelpful and seemed to lack the training necessary to deal with simple booking calls. I was never given any warning I was going to transferred to I never understood why I had to speak to so many different people.
By the time I reached the final person and re explained the situation, they were just as unhelpful. He looked into my account to see the bookings I had previously made and I explained about the price match promise and 15% cash back. He refused to apply the 15% cash back and the price match as its apparently 2 promotions however "Price match Guarantee" is a policy rather than a promotion so i could not understand why this was not being honored,i feel it is unfair as I was previously told this would be fine if I called the next day. It was explained that this was a deal for yesterday only, which I could not comprehend as the cash back was still active on quidco and contradicted what I had previously been told. Again I explained that the price on travel republic was cheaper and he refused to match the price. I had already called travel republic to ensure that deals were the same, and i suggested that he could do the same he refused. I can not understand why as the offer was identical. After 1 hour and half I had not been able to make a booking and nothing was resolved.
I am very upset with the way my call was dealt with. Being passed from person to person and having to keep explaining myself. I do not understand why you have a price match guarantee if you aren't willing to honour it. I understand products must be like for like, but these were identical. Also I am frustrated that the 15% cash back wouldn't honoured when I had been specifically told it would. I am disappointed with the service and did fully intend to book all my hotels through you, but now I am considering cancelling the hotel I have already booked.