Outrageous hotel cancellation excuses


ACCOMMODATION website Wotif.com has released a list of some of the strangest customer calls they’ve received.

A survey was conducted on Wotif.com’s customer service call centre staff, who receive almost 400,000 calls each year.

General Manager Wotif Brands, Megan Magill said the survey also revealed some of the most outrageous excuses for cancellations.

“We receive thousands of regular calls from our customers every week, but every now and then we get a few odd ones,” she said.

Some of the most outrageous cancellation excuses included:

  • A customer who wanted to cancel a booking because she believed she had stayed in the hotel in a previous life.
  • A customer who claimed her cat had walked on her computer keyboard, resulting in the wrong dates being booked.
  • A father who called to cancel his booking because of his sick child, just as a young voice was heard in the background saying “but I’m not sick daddy!”
  • A customer who called to cancel his hotel booking because when he arrived in his room he felt there was paranormal activity present.
  • A customer who asked to cancel a booking because of fraud, claiming his four-year-old child had used his credit card to process an online booking.

Ms Magill said some customers were prone to calling from the most inappropriate locations.

“Our customers call for all sorts of reasons, and from all sorts of places, but we’re always surprised by the amount people that actually phone from the toilet, that’s impressive multi-tasking,” she said.

Other interesting call centre conversations included:

  • After checking into his hotel room, a customer called to complain because there was an ‘adult photo shoot’ being held in a nearby room.
  • A lengthy chat with an intoxicated customer, which ended in tears. The customer began to cry and told the staff member “please don’t hang up, don’t leave me, your voice is so beautiful.”
  • A customer who wanted to book herself, her husband and two children into a two-bedroom apartment. She asked to change the second bedroom from a twin to a double because her children weren’t twins.
  • A customer who called to investigate mysterious hotel bookings made on her credit card under her partner's name, at hotels she had never stayed at.
  • A customer who believed he was entitled to cancel a non-refundable booking because he was the president of his local cards club.
  • A customer who called for help with typing in her credit card details on the Wotif.com site. She spent 10 minutes trying with phone assistance before realising that her ‘num lock’ key wasn’t on.

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