So, you would think a friend would choose her good friend (who happens to be me, a travel agent) to help her book a mini-vacation to NYC for a long weekend trip. Well, she didn't do so, and booked 2 hotel rooms on back to back days, in different parts of NYC, on her own. She found the "specials" online, as they were advertised as "an internet special price". Also, because it was an internet price and she paid in full, it was non-refundable, but she wanted to see if she could get her money back and book something better suited for their travel schedule.
She booked the wrong room type, and booked the wrong dates. She had accidentally used the flipped dates for each location (and trust me, a last minute hotel room in NYC is not easy to re-arrange). In hindsight, had she booked the right room(s), she could have gotten a free breakfast and a better price (through her friend the TA). And...she wasn't happy snuggling in a double bed with her spouse, when she could have gotten a King Sized bed to stretch out in, for a much better price.
So, I spent many countless hours helping her sort this out (free of charge) and tried to explain the terms and conditions in detail to her (where she accepted these on their sites) not once but twice. I called everyone she booked with. I spent many hours on the phone on her behalf. Bottom line: because she had signed a legally binding contract, she had to accept the terms of the "contract" and was not a happy camper. I think she began to realize how much time and energy is spent in creating a personalized travel package for each individual. I helped her in the end try to resolve it, but unfortunately, we weren't able to get her money back. She was stuck re-routing her original plans to NYC, and had to be flexible with what she had booked online. I think I proved to her that it wasn't easy being a travel agent. And guess what, she promises to book with me next time she travels and said she definitely learned her lesson. One must know all the fine details before hitting the confirmation button online.
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