Originally Posted by KMP44
And that's all fine and good if they choose to have to have that policy, but if you confirm a customer's reservation in violation of your own policy becasue your employee doesn't know any better that's different.
Not much sympathy if the OP was turned down when asking to make the reservation, but to cancel it weeks later is a little different. No business wants to leave revenue on the table, but sometimes its better to take a hit rather than lose a customer and get the bad publicity that is is all too easy to put out there on social media and the web these days...
I totally agree here. If you entrust an employee to take reservations, then you should honor their mistakes to a point, as long as the employee didn't overstep their duties, which it doesn't sound like they did. If you pay an employee to answer the phone and take reservations, then you should make sure the same employee is trained in your policies before allowing them to answer the phone.
I also agree it's bad management on two parts. One, on improperly training their employees on the policies....and two, on not honoring a previous made reservation, which is just good customer service.
A kind of similar thing happened to me at a Residence Inn a few months ago. I always get suites with separate bedrooms when taking my 20 y/o daughter with us so she can have her privacy. I booked a suite like this to attend the State Fair online the morning I was leaving.
When I got there that evening, the manager on duty found my reservation, but informed me the day manager had forgot to take the room type I reserved out of the system and there were none like that available now.
I informed her of why I had to have a suite and told her we had a problem. She looked right back at me and said "No Sir, we don't. Give me a sec."
She then proceeded to give us two rooms (instead of one), and this way my daughter had her own room and bed. She then just marked each room down to the price which would equal half of the bedroom suite, so the money was the same. She also informed me she would take this up with the person who made the error, and if there was any heat, it would be on him. This is customer service, and I was a happy customer who will continue to stay there.
There is also another possibility at this campground though. This manager who accepted the reservation, may have made a mistake but was properly trained. Their error could have possibly been about to cost them personally somehow (ie bonus), hence they are the one who canceled the reservation and blamed it on the owners. Just food for thought.