January 24, 2010 Catherine B. said …

“This is the most extraordinary customer service I have ever received.  Having a named contact on the email has made a huge difference to how I feel about this interaction.  And when I spoke to the Irish telephone operator (who come to think of it didn’t give me his name, shame really) he knew both you and Larry by name.  “Ah yes, partners in crime” he said (That’s a term of endearment, don’t worry).

Anyway, despite a hefty 20% cancellation fee, plus an initial mistake where you were only going to refund me 60%, I have still had a great customer experience.  It just shows how important the human touch is.  I have total confidence that booking with 1800hotels I am dealing with a great bunch of real people behind the website.  You are the zappos.com of hotel booking (well nearly, your cancellation fee is a bit high and you haven’t actually told me if you’ve refunded my card yet and it’s not showing in my bank).

Anyway, assuming the refund is actually on it’s way I wanted to say thanks, you have a new brand advocate, I will tell my friends, my facebook network and book again with 1800hotels :-)”

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