Three years ago I posted this...

[Richardo]

http://www.democraticunderground.com/discuss/duboard.php?az=show_mesg&forum=105&topic_id=1409779&mesg_id=1409779

This evening I had the exact opposite experience with hotels.com. We had to make a change on a non-changeable, non-refundable room, and after reading me the policy (which it sounded like she had to do), the customer service rep said she'd see what she could do. After being on hold for 15-20 minutes, during which time she called the hotel herself, she came back on and made our change, and credited us the amount of the penalty their system automatically charged us.

Net charge: $0.

I hereby recommend hotels.com. :thumbsup:

[GOPisEvil]

1. OK, that is going above and beyond.

Good for that CSR and hotels.com for giving her the power to make some decisions.

[Richardo]

2. Sometimes a little reasonable persistence goes a long way.

I always keep in mind: "If I were trying to talk ME into this, how would I approach it?"

After my Expedia ordeal, this was heaven. I made sure to talk to her supervisor after she finished so I could relay my 'customer satisfaction' in person.

How ya been, David? :hi:

[GOPisEvil]

3. I approach things that way, too.

I try to have the conversation in my head so I'm prepared. I also negotiate a lot at my job, and I try to think of what the responses will be so I can address them in my initial contact.

I am good, Rich. How're you? :hi:

[Richardo]

4. Doing OK

Job, home, life. We had a stressful summer (outside forces conspiring) but things are settling down.

Now I just have to decide on a candidate. My personal horse race is between Dodd, Biden and Edwards, for varying reasons.

[Rabrrrrrr]

5. If I were trying to talk ME into it, it would be "If I give you a bottle of gin,

can you get me two weeks at the Plaza, including an unlimited amount of room service, in NYC for nothin'?"

And my answer would be "Absolutely!" because, come on, I don't work for the Plaza, I work for hotels.com. What do I care if they make any fuckin' money?