Beware! READ THIS POST! Reservations are not kept!...

Beware! READ THIS POST! Reservations are not kept! Overbooks and turns customers away! Do not book for short stays! Reception staff unhelpful and unsympathetic! Bad management practices No customer service revenue before service....

This just happened today! We booked a 2 night stay for our honeymoon in June as we passing thru Switzerland to France. Just to make to sure we made our booking 2 months prior in April and wrote a note to tell them it was our honeymoon. Upon reaching the reservation desk on Thursday 3.30pm in the afternoon we were told by a stony faced man that the hotel was over booked and he wouldn't be checking us in.

He then immediately said that he would book us an equilvant hotel somewhere else, his smirkness coupled with his devil may care attitude really was not in the least professional or borderline passable for customer service at any level.

Can you imagine no explanation no apologies? It was just we re over booked too bad but we re book you another hotel now please now get out of my face.

The lack of care or concern was obvious and we asked whether we could speak to some one in charge as we just wanted to know how this could have happened.

A lady which we assume was the duty manager (wouldn t give her card....said she run out?) tried to give us nice run around story about system errors and how they had to perform a system update which causes over-bookings. She also stated that apart from us she had turned away 4 other people with reservations and tomorrow she would be turning away another 8!

When we asked what was the basis on which people they turned away she said it was determined on the the length of their stay! We reminded her that we had booked two months in advance and had ample time to contact us prior.

But it didn t matter as apparently they have a so called Revenue & Reservations Manager who decides on a daily basis which reservations not to honor. When we asked her how he would make his decisions her explanation was that it was based on the duration of the stay of each incoming guests.

This is because I guess is based on the amount of revenue generated by each guest and fill capacity hotel. So don t bother if you reserve two months in advance they WILL OVER BOOK AND TURN AWAY SHORT STAYS.

When I asked the duty manager how would she feel if this had happened to her, her response was that it wouldn t be an issue to her. Which explains alot of their common management practices and attitudes downstreaming to staff when they believe its acceptable to treat guests like this.

We asked the duty manager if we could speak to the Revenue and Reservations Manager she said he had gone home and apparently so had the General Manager and we wouldn t be able to speak to either!
She did give us a the revenue and reservations manager business card and told us to email him if we weren't satisfied.

When I remarked to her that he wasn't a very good reservation manager she quickly assured us he was. I guess she meant in terms of fulfilling his other role of being a Revenue Manager

Its the first time I heard of such a policy and been treated so badly by hotel customer service. And ironically this is rated a 4 star hotel service. Radison Blu Lucerne thanks for spoiling our honeymoon.