Be smart, use a travel designer - we have power!

I was hoping this would get your attention; I have a story to share with everyone on a recent situation that happened to one of my clients. I want to share this with anyone who doubts the validity of a Travel Proffessional, ie; Agent at Home, Travel Agent or any variation of a Travel Proffessional, and why the Travel Proffessional has the experience to save a vacation and correct a wrong doing.

My client ended a 27 day cruise in Cape Town, South Africa. I booked her hotel, as all my pre and post stays; on my own and not with the cruise package. Her arrival was pre announced as all my clients arrivals are, directly with the property.

Upon her return home, I receive a call that my client had a problem in Cape Town at a large International Hotel. On her second night at the property’s restaurant she was relieved of her personal belongings. Much to her surprise right from the very dining table she was sitting at. Yes, she left her purse on the chair and was enjoying her dinner, and yes she had just returned from an outing with the hotel’s chauffer, but she was not expecting what would happen next. She looked over at the chair next to her and no purse! An undisclosed amount of cash and of course her ID, Travel Documents and other personal things all gone, here is a 77 year old widow with no phone numbers, contact info or sympathy of any kind from the hotel. She was lectured by the Manager on Duty as to being a responsible tourist? The police where summoned, reports filed and the next day the purse was found outside the hotel restaurant in tact, no money, no credit cards – but Passport and ID! The manager told her she was on her own. They sent her two days later to the airport and allowed her to charge the fee to get to the airport on her room. This property is considered a premier property at rates above $400.00 per night U.S.? Most of you know where I am going with this!

I contacted the Reservations Manager; she was mortified; she forwarded an inquiry to all the managers at the property and regional. I did get a response “We are not at liberty to discuss any client issues with the travel agent”. They returned an e-mail stating “The issue is closed and there is no responsibility on the properties part to make any adjustments or consideration in the above client matter”.

Next, I go to the guest relations department of this chain in the U.S., two calls, with two - 10 day follow ups only for them to say, “Sorry it is a franchise property and we have little control over them”. Well, this is not good, they are flying their flag and charging a fee to the franchisee, there is something that can be done. My next step, straight to the parent company in Belgium, results – compassion, apology and most important – a personal call from the C.O.O. of the chain offering my client a settlement and a full apology. Travel professionals are people helping people, what a great career!

We all need to know our value is immeasurable compared to a “Web Booking Engine or Mega Engine”; you have the power to correct an injustice!