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Government regulators, industry groups and consumer advocates have tried to push back against practices by third-party booking sites that draw frequent customer complaints.
A consumer complaint or customer complaint is "an expression of dissatisfaction on a consumer's behalf to a responsible party" (London, 1980). It can also be described in a positive sense as a report from a consumer providing documentation about a problem with a product or service.
‘The customer is the loser’ in the new hotel industry, where the rooms are dirtier, the prices are higher and you’re getting less service, analyst says Irina Ivanova October 21, 2023 at 7:00 AM
Guests contacted by fraudsters, posing as hotel staff. In 2023, the BBC's Watchdog discovered that guests had been contacted by fraudsters over the official Booking.com messaging system, spoof emails, and WhatsApp resulting in financial loss and leaked customer data.
Hotel ratings are often used to classify hotels according to their quality. From the initial purpose of informing travellers on basic facilities that can be expected, the objectives of hotel rating have expanded into a focus on the hotel experience as a whole. [1] Today the terms 'grading', 'rating', and 'classification' are used to generally ...
Ben Goggin. Updated May 20, 2024 at 5:49 AM. Airbnb CEO Brian Chesky said the company is working to address customer complaints and safety issues but that there are limitations on what it can do ...
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In December 2017, Agoda initially refused to give a refund to a customer that booked a non-existent hotel. Agoda eventually paid a refund following a fraud complaint filed with the Thai government. [28] In 2019, Agoda was criticized for difficulties with customers removing their homes from the website.
Customer feedback management (CFM) online services are web applications that allow businesses to manage user suggestions and complaints in a structured fashion. A 2011 study conducted by Aberdeen Group showed that companies using customer feedback management services and social media monitoring have a 15% better customer retention rate.
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