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Augustaplatz 8, 76530, Baden Baden, Germany
Very happy with Swiss Holidays hotline.
Despite initial problems relating to the use of a Swiss Holidays voucher to book a trip, when I called, Ms Ela Delilaj was brilliant! She was very polite and helpful, understood and addressed my query quickly, and efficiently concluded the holiday reservation.
When we arrived at our hotel, we were surprised to find that we were staying in a large room and not in 2 rooms as requested. The hotel informed us that we should contact SWISS HOLIDAY as this was the information they had received.
So, I called and explained the case to find a solution.
I was very unpleasantly received by a staff member who just spent her time explaining to me that I booked wrongly and that it was all my fault.
I wasn't blaming the error, because I should have been more attentive, but the attitude and the absence of any suggestion for a solution, or at the very least, an excuse for this confusion.
Nevertheless, I'm giving 4 stars, because we had a lovely stay and subsequently the management contacted me about the complaint, which I have to admit I wasn't expecting.
We all make mistakes, but it's better to have solution-oriented employees with good training in customer complaints when you're a service company.
Reply from Swiss Holidays
Dear Mrs Amez The notice on your file is misleading. We will send you a detailed reply by e-mail next week
I could not complete the booking online due to an error by selecting the travel insurance. The help centre support was excellent: Mrs Ella solved all problems. Professional and patient.
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