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Customer service has gone way downhill
Peddler's Village的点评
点评：We've visited Peddler's Village several times over the past few years and have always enjoyed our stays. Unfortunately, our most recent experience left us extremely disappointed and has made it doubtful we'll ever return.
Less than 24 hours before our scheduled arrival, we received a phone call informing us that our loft room with an attached hospitality suite was ‘no longer available’. We had specifically reserved that room because we were bringing our kids there for the first time and wanted everyone to have plenty of space during our visit. The only alternative offered was a single, much smaller room in a different building, which simply wasn't suitable for our family's needs, so we declined.
What was even more frustrating was the discussion that followed regarding our refund. Despite the hotel canceling our reservation at the last minute, there was initially uncertainty about whether they could refund our payment or only issue a credit toward a future stay. Only after I insisted on a full refund did they call back the next day to confirm it. This should never have been a point of debate. When a hotel cancels a guest's reservation with less than 24 hours' notice, a full refund should be automatic. More importantly, there was never a meaningful effort to correct the situation by finding comparable accommodations or offering any other solutions.
Afterward, we contacted the Director of Sales and Marketing in hopes of receiving an explanation of why the cancellation occurred, along with an acknowledgment of the disruption caused by canceling our long planned, multi-day family vacation at the last minute. Instead, we received a generic response, repeated promises of follow-up that never materialized, and attempts to shift responsibility to other departments rather than address our concerns.
We understand that mistakes and booking errors can happen. What ultimately disappointed us most was not the reservation error itself, but the lack of accountability and customer care shown afterward. As repeat guests, we expected better communication and a genuine effort to fix the issue. Instead, what should have been a memorable first visit for our children became an example of inadequate customer service and poor communication. We hope management uses this experience as an opportunity to improve how future guests are treated.
Less than 24 hours before our scheduled arrival, we received a phone call informing us that our loft room with an attached hospitality suite was ‘no longer available’. We had specifically reserved that room because we were bringing our kids there for the first time and wanted everyone to have plenty of space during our visit. The only alternative offered was a single, much smaller room in a different building, which simply wasn't suitable for our family's needs, so we declined.
What was even more frustrating was the discussion that followed regarding our refund. Despite the hotel canceling our reservation at the last minute, there was initially uncertainty about whether they could refund our payment or only issue a credit toward a future stay. Only after I insisted on a full refund did they call back the next day to confirm it. This should never have been a point of debate. When a hotel cancels a guest's reservation with less than 24 hours' notice, a full refund should be automatic. More importantly, there was never a meaningful effort to correct the situation by finding comparable accommodations or offering any other solutions.
Afterward, we contacted the Director of Sales and Marketing in hopes of receiving an explanation of why the cancellation occurred, along with an acknowledgment of the disruption caused by canceling our long planned, multi-day family vacation at the last minute. Instead, we received a generic response, repeated promises of follow-up that never materialized, and attempts to shift responsibility to other departments rather than address our concerns.
We understand that mistakes and booking errors can happen. What ultimately disappointed us most was not the reservation error itself, but the lack of accountability and customer care shown afterward. As repeat guests, we expected better communication and a genuine effort to fix the issue. Instead, what should have been a memorable first visit for our children became an example of inadequate customer service and poor communication. We hope management uses this experience as an opportunity to improve how future guests are treated.
翻译：在过去几年里，我们多次造访佩德勒村，每次都玩得十分愉快。可惜，最近一次的经历却让我们大失所望，甚至让我们对是否还会再来产生了疑虑。
在原定入住时间不到24小时前，我们接到电话通知，称我们预订的带有独立招待套间的阁楼客房“已不可再使用”。我们特意预订了那个房间，因为我们要带孩子们第一次去那里，希望大家在旅行期间都能有足够的空间。酒店提供的唯一替代方案是一间位于另一栋楼里、面积小得多的单人间，这显然无法满足我们一家人的需求，所以我们拒绝了。
更令人沮丧的是随后关于退款的协商。尽管酒店在最后一刻取消了我们的预订。起初，他们不确定是应该全额退还我们的付款，还是只能提供用于下次住宿的抵扣券。在我坚持要求全额退款后，他们才在第二天回电确认。其实这一点根本就不该有任何争议。当酒店在距入住时间不到24小时时取消客人的预订，理应自动予以全额退款。更重要的是，始终没有人真正努力去纠正这一状况，比如寻找类似的住宿设施或提供其他解决方案。
之后，我们联系了销售与市场总监，希望得到关于取消订单原因的解释，并希望对方能承认在最后一刻取消我们精心筹划了多日的家庭度假所带来的不便。然而，我们只收到了一份千篇一律的回复，对方虽多次承诺会予以跟进，但始终没有任何实际行动。他们试图将责任推给其他部门，而不去解决我们的问题。
我们明白出现失误或预订错误是在所难免的。但最让我们失望的并非预订错误本身，而是事后所表现出的缺乏责任感以及对顾客漠不关心的态度。作为常客，我们本期望能得到更好的沟通，以及切实的解决措施。然而事实却并非如此。本应成为孩子们终生难忘的第一次体验，却因为糟糕的客户服务与沟通不当而毁于一旦。我们希望管理层能以此为契机，改进今后对待客人的方式。
在原定入住时间不到24小时前，我们接到电话通知，称我们预订的带有独立招待套间的阁楼客房“已不可再使用”。我们特意预订了那个房间，因为我们要带孩子们第一次去那里，希望大家在旅行期间都能有足够的空间。酒店提供的唯一替代方案是一间位于另一栋楼里、面积小得多的单人间，这显然无法满足我们一家人的需求，所以我们拒绝了。
更令人沮丧的是随后关于退款的协商。尽管酒店在最后一刻取消了我们的预订。起初，他们不确定是应该全额退还我们的付款，还是只能提供用于下次住宿的抵扣券。在我坚持要求全额退款后，他们才在第二天回电确认。其实这一点根本就不该有任何争议。当酒店在距入住时间不到24小时时取消客人的预订，理应自动予以全额退款。更重要的是，始终没有人真正努力去纠正这一状况，比如寻找类似的住宿设施或提供其他解决方案。
之后，我们联系了销售与市场总监，希望得到关于取消订单原因的解释，并希望对方能承认在最后一刻取消我们精心筹划了多日的家庭度假所带来的不便。然而，我们只收到了一份千篇一律的回复，对方虽多次承诺会予以跟进，但始终没有任何实际行动。他们试图将责任推给其他部门，而不去解决我们的问题。
我们明白出现失误或预订错误是在所难免的。但最让我们失望的并非预订错误本身，而是事后所表现出的缺乏责任感以及对顾客漠不关心的态度。作为常客，我们本期望能得到更好的沟通，以及切实的解决措施。然而事实却并非如此。本应成为孩子们终生难忘的第一次体验，却因为糟糕的客户服务与沟通不当而毁于一旦。我们希望管理层能以此为契机，改进今后对待客人的方式。
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