This morning when I got in the office, I saw the red light on my phone blinking. I don’t usually get calls that early so I was curious. I picked up apprehensively and my curiosity soon turned into disbelief. Here was the client for whom I spent weeks planning a family vacation in Europe, to the very last detail. And he was saying they were in Rome, according to plan so far, but the hotel I had booked for them was not to be found. In its place was a dilapidated building in the process of being demolished! Now these people just got through a 6 hour overnight transatlantic flight, then a connection to another flight. They have arrived in 35C temperatures with three kids and the very first hotel I booked for them is non existant!!!!
Now this was booked through a reputable wholesaler so the fault is theirs but I am the one dealing with the clients. Besides I know these people and I like them and mostly I want them to have a great vacation!
I am very lucky that these people are reasonable people and they quickly made other arrangements but I am still furious at this fumble and I feel horrible for my clients. I spent all day re confirming each and every hotel I have booked for the rest of their trip. I also made sure they would be compensated for this… The wholesaler still cannot explain what happened as their Italian contact continues to insist that the hotel exists….I am not a happy camper!