So, I did. I called the hotel I wanted directly and spoke to a nicely spoken gentleman. However, as soon as I mentioned a group booking, he advised me to call their specialist line and explained he couldn't assist me. He also kindly provided me with their general booking line as a backup.
I called their specialist line, but I was greeted by an automated message that said, 'All our lines are closed. Please try again later during opening hours.' Surprisingly, it was only 12:30 in the afternoon.
I then tried their general booking lines (not specialised for group bookings, as the hotel staff member had informed me). The automated response suggested going online for a 'quicker experience' and 'best prices.' Eventually, someone answered, and I mentioned I wanted to make a group booking. He said, 'Okay,' and I breathed a sigh of relief.
I was only *just* able to make it through him because he also mentioned that he couldn't process bookings for more than 9 rooms and that those would need to be sent in by email. Luckily, I was only booking 7 rooms.
Three phone calls, nearly an email, and being told I was calling out of hours, with helpful advertising suggesting that the best way to deal with them is online.
The reality: online directed me to phone the hotel, the hotel directed me to the designated line, the designated line told me to call within their operating hours, and the non-designated line was eventually able to handle my booking but nearly had me email as I didn't fit their way of working.
This reminds me of what Matthew Taylor (ex RSA CEO) said in this tweet last Friday which read:
A little story for a wet Friday night. Near my house I found a wallet in the road. When opening it I found a bank card, some cash, a library and a youth club card. And also a front door key. The person who dropped it is 14 and could be locked out so I set out to find him….1/6
I started with massively profitable MNC @Barclays
Bank. As I’m not a customer I couldn’t use their chat bot function so I rang customer service. The recorded message said I would have to wait between 10-20 minutes. After 36 minutes the phone was answered…. 2/6
I explained the situation and gave the information on the cards. I asked the customer service person to contact the person (they have his phone number) and tell him we have the wallet and are happy to return it. We were told this ‘against protocol’…. 3/6
In vain I pointed out that I didn’t want any information or to contact the wallet owner just to reassure them and give them my details. After 15 minutes of failed persuasion and being told it would do no good speaking to someone senior I gave up. Then, plan b 4/6
I contacted the cash-strapped York library service. The lady answered the phone in less than a minute. By the time I had explained and given the boy’s library number she had already identified the boy’s mother’s email and offered to immediately contact her. A minute later…5/6
…the boy’s mum grateful phoned me and told me where to take the wallet. ‘My son is autistic so he would have been very anxious so this is such a relief’ she explained So, the result: ‘profit maximising multinational financial institution 0, cash starved municipal service 1.
