I recently encountered a frustrating experience with Radisson Blu regarding a booking issue for two rooms. Due to a network error, the booking was duplicated, and despite informing the hotel at check-in, the staff said any refund would depend on Expedia. Expedia was initially helpful and willing to resolve the issue, but in the end, the hotel manager refused to honor the refund.
As a frequent traveler who has even brought my family to stay here before, I expected much better service from a brand like Radisson Blu. Your staff member, Clarisse, even mentioned that this issue has occurred with other customers in the past. If that’s the case, I would have expected the hotel management to have established a more customer-focused solution for similar situations by now.
To make matters worse, we didn’t use the second room at all, and yet the hotel refused to issue a refund or even offer a credit voucher—despite the fact that we have another upcoming trip to Cebu. A gesture like that would have gone a long way in maintaining customer loyalty and showcasing your commitment to good service.
Unfortunately, due to this experience, I will be avoiding Radisson Blu in the future and will advise my network to do the same. This situation has been deeply disappointing, and I sincerely hope management takes this feedback seriously and revisits how similar incidents are handled in the future.