I am left with an ill feeling that Luxury Link is trying to
After being on this site for months looking at auctions and being hesitant to bid I finally did just a few weeks ago. I was so excited I won my auction. I read the rules thoroughly. I followed the guide lines of how bidders should check with the hotel first prior to bidding to make sure the dates you want will be available. I did that before my bid as well as after I won the auction. All 3 date options were available but when I submitted to Luxury Link all 3 got denied. Mind you, the auction itself did not state that there were any date restrictions like many other auctions had so why were ALL of them denied? The hotel obviously had room. The customer service rep, Sonya, told me it was because of the fourth of July holiday. And because the hotel was a "preferred" hotel that my calling the hotel to confirm availability will not apply to me. How does that make any sense? And why was that not explained anywhere on the auction? And if there are no date restrictions then why does the 4th of July holiday matter?
I tried to stay flexible. Sonya first told me because of circumstance I COULD cancel the auction but if I wanted to look in to other dates first I can. So I asked her if she could contact the hotel since I obvioulsy cannot call them myself and find out what dates ARE available to not waste any more time. She said she would contact me by phone or email. 4 days went by with no response. I started calling daily to get ahold of her and I continued to get thrown in to her voicemail and never getting a returned call. That was when I decided I don't want to know other dates, I just want my refund. I finally get her directly, and not by her attempting to call me, and she says I am not able to have a refund. She also hadn't checked with the hotel on additional dates. She asked if she could call the hotel and give me a call back with the dates. I said I would prefer to wait on hold while she call. I waited ONE HOUR AND TEN MINUTES on hold. How does it take that long to find available dates directly from a hotel? She kept asking to "call me back" but because I know I will never get that call I continued to wait. After an hour she came back on the phone, still had no dates to give me and said she has to hang up with me now. This was two days ago. I have not gotten a single call from this woman since the start of this and I continue to get the run around.
I have contacted customer service directly by email and have not gotten any responses from them either.
This is by far the worst customer service I have ever experienced and I feel completely scammed and taken for. :(
I just want my refund.
LL has the wonderful Gloria working for them!
We won an auction 10 days ago. It showed up on their past auction list and the cc was immediately charged for it. However after a week of not knowing if our preferred dates had been reserved, we called LL. (We had checked both the web site of the property, and called LL to check availability, before bidding)
Originally Posted by thepiranha
Within hours of contact about the problem (the rest of our schedule was hanging on this reservation), Gloria posted an email to us, that she was working on it, and then within 10 minutes, a positive response confirming our dates.
Others have mentioned Gloria's good service. But based upon these difficulties and what has been reported here, I would say LL needs to put more people power like Gloria in their back office operation, where screw ups and poor internal communications, can really mess up a positive customer experience. More Braves & fewer Chiefs perhaps?