Company Response on 01/09/2013:
My name is Robin O’List and I am the Social Media Executive at HotelTravel.com.
I saw your post of 29 December and immediately initiated an investigation to personally find out what happened regarding your booking submitted and confirmed on 27th December 2012 at 3:42 PM (GMT+07:00) for 1 standard room at the Hotel Ibis World Trade Centre Dubai.
I was very concerned to find you were unsatisfied with the service you received while making this booking. Regarding your statements about HotelTravel.com, please be advised that we are a part of the MakeMyTrip (NASDAQ:MMYT) Group and have over 14 years experience as an online travel agent.
HotelTravel.com is also proud to be a member of the following highly reputable worldwide travel industry associations: Pacific Asia Travel Association (PATA) and other leading travel associations including: Japan Association of Travel Agents (JATA), Hotel Electronic Distribution Network Association (HEDNA), Information Technologies in Travel and Tourism (IFITT), American Society of Travel Agents (ASTA), Tourism Authority of Thailand (TAT), United States Tour Operators Association (USTOA) and the Association of Thai Travel Agents (ATTA).
This means we do take our job very seriously and work to resolve any customer service issues in a timely and professional fashion.
On further investigation of your individual case we learned that both Tourico and the front desk staff at the Hotel Ibis World Trade Centre Dubai had a record of your booking in their reservation system under your name. Also this reservation corresponds with the Tourico Reference Number that appears on the confirmation voucher and that the hotel had been awaiting your arrival and check-in.
However this differs substantially from the information you brought to our attention and we would appreciate it if you could provide us with some additional feedback. If available this includes your check in time and name of staff that assisted you at reception. This would greatly assist us to further the investigation and obtain a complete report from the hotel.
That said, we do very much value and appreciate your feedback and we sincerely apologise for any inconvenience caused. However with the help of your continued assistance, we do intend to get to the bottom of this matter and resolve the issue to meet your expectations as a valued customer of HotelTravel.com.
Thank you very much for your kind cooperation.
Social Media Executive
robin.o @ HotelTravel.com
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