Booking travel through reputable services like the AARP Expedia Travel Center is often seen as a safe bet, especially for seniors looking for reliable travel arrangements. However, even with trusted platforms, travel hiccups can occur, and it’s how these situations are handled that truly tests the service. This was unfortunately highlighted in a recent experience with a hotel booking made via the AARP Travel Center, where a hotel closure led to a frustrating encounter with customer service.
The traveler, who booked a stay at a LaQuinta hotel through the AARP Expedia Travel Center, arrived to find the hotel unexpectedly closed by the local fire department. A sign on the door informed guests of the closure and assured refunds for booked stays. Forced to find alternative accommodation, the traveler understandably sought assistance from AARP Travel Center to process the promised refund.
Initial contact with AARP Travel Center customer support proved less than helpful. The representative seemed fixated on irrelevant details like check-in times, failing to grasp the core issue: the hotel was not operational. Despite being informed of the hotel closure, the representative insisted on contacting the hotel to “verify” the situation – a futile exercise given the circumstances. An email was promised, but the traveler’s confidence in a swift resolution was understandably low.
A follow-up call the next day yielded similar results. Another customer service representative attempted to call the hotel multiple times, again to no avail, which was entirely predictable. The traveler also attempted to contact the hotel directly, only to be met with unanswered rings. Even a call to LaQuinta’s main customer service line offered little immediate help due to the booking being made through a third-party.
Eventually, an email arrived from AARP Travel Center, delivering a disappointing update. It stated that despite “best efforts” to contact the hotel and request a fee waiver (presumably for a cancellation fee, although the hotel was closed), they were unable to get a response. The email concluded with the closure of the case and a generic offer for further assistance, effectively washing their hands of the situation.
This response is a clear example of inadequate customer service. When a hotel is shut down by authorities, attempting to contact the non-operational property for verification is an illogical and time-wasting step. The situation demanded a more proactive and understanding approach from AARP Travel Center. Instead of assisting a customer inconvenienced through no fault of their own, they appeared to prioritize rigid procedures over practical problem-solving and customer satisfaction.
For AARP members and others considering using AARP travel services, including Aarp Travel Flights and hotel bookings, this experience serves as a cautionary tale. While AARP can offer valuable travel deals and resources, it’s crucial to be aware of the potential for unsatisfactory customer service when issues arise, particularly those outside of standard booking procedures. Travelers might need to be prepared to advocate strongly for themselves and potentially seek resolution through alternative channels if encountering similar problems with AARP Travel Center bookings.
