Bad Customer Service
My mum made a hotel booking with them to china, but when she was there, the hotel was under renovation , when she approached the frontdesk , they were kind of rude by ignoring my mum existence. when she asked questions regarding the hotel, the frontdesk staff asked her to patron other hotels. But my mum already made payment with octopus travel for that particular hotel, but when there is renovation, they didnt inform her about it. I feel that this is not acceptable as my mum was in a foreign country by herself and she already made her way to the hotel and the hotel staff just asked her to go other hotel without any special arrangement like checking with the other hotel whether they have vacancy anot. This is not the point though.
What's worse is, when she came back to singapore, she called octopus travel up and asked for a refund. They kept asking her to wait, and she is currently still waiting for a reply from them. She have been waiting for more than half a year, this is the part whereby i dont get it. why do they have to drag so long to make a refund? and its only one case, imagine if there is more than 10 cases, are they going to take years to settle down the cases? what we are asking is purely refund.
when we called the hotline, the staff promised to give us an update about their progress, but up till now, i've already been waiting for another month(though there's this lady who said the person who is incharge of this case will be contacting me on 10th of nov, but ive yet to receive any call from theme) and they have yet to call me. I'm very upset about this as it seems like they are unwilling to do a simple refund.
I strongly discourage anyone to purchase anything from them!
