9/01/2011 <script> Name: Wayne Peterson
Telephone: 0412288141
Email: wayne@fraggle.com.au
I was terribly disappointed this evening when i called to cancel my booking due to the weather. The very ordinary attitude expressed by the lady who i spoke with has really soured my view on your accommodation. The lack of understanding regarding the cancellation fee and disrespect to your clients certainly opened my eyes (even though I had been told that previous guests had their cancellation fee wavered and that it wouldn't be an issue). I have stayed at the Awoonga Gateway Lodge for 7-9 days over the past 3 years, so for the sake of $90.00 odd dollars and good customer service the waving of the cancellation fee would have seen me return. However I will not be returning as long term customers are not your priority. I trust that the $90 is worth the $1000 lost in future business
regards
Wayne
Response:
Hi Wayne
I'm sure you will understand that to operate a good business there are rules.
We do have a standard cancellation policy. The cancellation fee was waived for guests that had booked prior to and had been directly affected by the floods. Also guests that were stranded by floods stayed on free of charge
I'm sure that Newcastle was not on the flood affected area list. Neither were we.
There was certainly no disrespect to you , by the lady on the phone or any other staff member.
I am very sorry you feel as though you have been disrespected, that I cannot change.
If we have lost your business due to the weather, then that is also something we cannot change.
I'm sure you will understand that our business has been indirectly severely affected by the floods, and will take a long time to recover.
Your previous stays with us received generous discounts,
As to the weather, It is quite good in our region now and the heavy predicted rains had passed several days prior to your phone call on 7/01/11. As your booking was not until the 31st of Jan, it was slightly premature to cancel that far out (stating the weather as your reason).
Unfortunately losing your business is something we will have to live with.
Management.
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