Rose
Bellevue,#2UPDATE Employee
Fri, January 21, 2005
Let me first start off by saying ALL hotels booked on ANY leisure travel website DONOT guarantee if your gonna get smoking or non-smoking room, double or king size bed etc. If you know your children have asthma wouldn't that be one important question to ask a representative before giving your credit card information? When you call to make a booking each and every employee have a legal script to read, and part of that is you accepting it or not, once you do your obligated to that booking whether you change your mind our not. Of course if a situation comes up like yours we would have to call the hotel and verify they are willing to refund us so we can refund you. They do not have to honor cancellation of a booking agreement that was made, and that is one thing a LOT of customers don't understand. We donot have to tell you if the room is smoking or not because the hotel do not grant us to make those decisions it is up to the hotel and there availability when you check in. Now if the hotel only has smoking rooms it would be on your emailed confirmation that you get within seconds after the booking was made (can look at what was booked before hanging up). It all comes down to customer asking questions and finding out if the hotel have what you need, it is not obligated that an agent have to supply that information without being asked, they cannot read minds so they can't tell you whether or not a particular hotel is the right one for you. One suggestion is if you would like the agents to read all the hotel information automatically as part of the legal scripts,then send the feedback form from the website. It just might be granted. One other thing some hotels do guarantee a specific room by booking with them directly (extra payment might be needed, or look for a hotel that has non-smoking rooms only). Hopes this clarifies some information for you.