Misafir Kullanıcı
6 Kasım 2023
Hotel Engel in Lindau may be a nice place to stay at, if one gets there, but their customer orientation is more than questionable. Note: As I haven´t stayed there, I can´t comment on rooms & location and have therefore given 3 of 5 stars to be fair. I need to comment on the abysmal customer service I´ve experienced though. Here´s why: I booked 3 nights to attend a conference. 12 days prior to the conference, the organizer called to postpone the event. Unfortunately for me, that was 2 days after the free cancellation period ended. I called the hotel to ask if they could still waive the cancellation fee or move my reservation to the new date in the coming year. They said that´s too far out for them and they weren´t particularly nice about it either. I´ve sent another message after I cancelled through the booking platform and paid 80% of the total cost, giving them the new date for the conference and asking if they could make a reservation and reduce the future cost by at least a part of the cancellation fee. I didn´t even get a reply. It wouldn´t have cost them anything to discount my future stay AND they would have probably had a very happy customer. Instead they chose to exercise their right (which they have, no doubt, although 2 weeks prior to travel cancellation fees of 80% are questionable at best), but they´ve lost at least one potential customer plus family and friends. Not a good outcome for either party. :-(
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