Nonrefundable Reservations? Maybe, Maybe Not.

PSA: Just because it says the reservation is nonrefundable doesn’t mean it’s not. Just ask and explain and be nice. Also, beware the Ping-Pong Effect.

Here’s what happened.

We made hotel reservations to go to Texas—a trip we couldn’t wait to take, as it was the wedding celebration of some good friends (and I happen to know from personal experience that Texans know how to throw a party). We used some Verizon “points” to reduce the cost. It was nonrefundable, but we are the sort of people who make plans and follow through on them. You can get great deals (on hotels in Ireland, for example) if you use the nonrefundable option—and we have, frequently.

We were a little over two months out from the event.

But after nearly all the arrangements were made, we found out that my son’s grad school commencement ceremony was the same long weekend we were going to be in the Hill Country.

(Bummer. But we’ll reschedule Texas. We were really, really looking forward to it.)

I snagged this from the Texas Hill Country website; they apparently got it from wideopencountry.com.

So … I called the customer service number for Verizon Smart Rewards on a Sunday afternoon. I was just looking for a little grace. We knew it was a nonrefundable reservation. But things happen. Oh, the humanity, etc.

The clerk repeated the this is nonrefundable mantra, but then said she’d call the hotel to see if they’d release me from the obligation “as a courtesy.” Her words. I was on hold for about five minutes. (How do I know? I always look at my watch when I’m put on hold in the middle of a customer service conversation.)

Shortly the Verizon customer service rep got back on the line and said, “I spoke with Sarah at the hotel, and they won’t release the funds. You paid us and we paid the hotel, so you see, we can’t give you the money [several hundred dollars] back if we won’t get it back from the hotel.”

Hm. It all seemed a bit quick to me. I told her I understood, but that I’d look into it further. (But not, of course, until Monday, when perhaps Sarah’s boss was in the office. We’re still going to go to Texas. It would be good customer relations for the hotel to release us from this obligation. And they’d have plenty of time to rebook the room.)

So on Monday I called back to the hotel in Texas—and guess who I spoke with? Sarah! And Sarah told me she couldn’t do anything with the reservation. She said Verizon still had the funds and the ability to cancel or change anything about the reservation. I’d have to call them, she said.

A-HA! The Ping-Pong Effect. Both sides deny the ability to effect meaningful change, and the customer/client is batted back and forth between them until she gets tired and gives up.

So I called Verizon again. The nice man I spoke with this time listened to my story (including the somewhat mystifying details about my conversation with the lovely Sarah), took notes, and then said, “I’ll refer this to our travel team. It may take them twenty-four to forty-eight hours, but they’ll get back to you.”

Good enough. I still had 1) the may-I-speak-with-your-supervisor option; 2) the will-you-look-at-your-records-and-see-how-long-I’ve-been-your-customer-[answer: since 1994]-and-do-you-really-want-to-lose-me-over-this option; 3) the I’m-going-to-talk-about-this-on-social-media-including-my-travel-blog option; and 4) the calling-our-credit-card-company-to-dispute-the-charges option. C’mon: I made these reservations three days ago, realized the mistake, and the dates were still sixty days out. This shouldn’t have been difficult.

In less than an hour (!) Verizon called back. No problem! they said. They were delighted to refund the full amount, they said. It could take up to seventy-two hours to appear on our credit card statement, they said. (And it did appear.)

Conclusion? It may be that they say no first. Why not? They could end up with our money if we give up too soon. But I believed Sarah. She’s in the hospitality business. Her hotel didn’t want to make me mad over a three-night reservation that was two months away.

It’s a big world, but so far, the humans are still in charge. 🙂

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