Experiences with getting email replies from travel providers

[kyle]

What are people's experiences with getting email replies from hotels, tour providers, etc? How long do you have to wait before you received a response? I don't imagine many of them would get lots and lots of emails a day, so why is it so hard to get a response? At our office, we usually have to respond within 24 hours. And no, I don't want to talk to anyone on the phone.

Been organizing my travel to NZ. So far:

1. Sent email to Pullman Auckland on 2 November 2011 asking about why an accommodation package is listed on their website, bookable on Wotif, but it doesn't come up on their room search on the website. No response received.

2. Sent enquiry using webform to day spa at Novotel Rotorua asking about the inclusions in their day spa package a week ago. No response received.

3. Sent booking request to Polynesian Spa Rotorua on 7 November 2011. No confirmation received yet. Only received acknowledgement email. (Still within the 24 hour limit as per acknowledgement email).

4. Booked small plane flight with Volcanic Air Rotorua. Jackpot! Booking confirmed within a day.


So share your experiences and tell me I'm not alone in the email reply waiting game.

 

[harvyk]

I know you don't want to pick up the phone and call, but sometimes that just the best way to get through to providers. This is where skype comes in handy as it's often much cheaper than using the standard landlines.

As for replies I usually get responses within 24 to 48 hours. Although if I haven't received a reply within 48 hours or if getting close to departure date I'll pick up the phone and call.

 

[kyle]

It's not a matter of cost (Ok, I don't want to hear the word 'sux' when they repeat my credit card number ). I've got enough call credits to call. But I prefer to see things on my computer screen. If the providers have offered an online enquiry function or an email address, I expect them to use it too!

 

[harvyk]

That's why I alway insist on follow up emails from the person I'm speaking to. Because your on the phone with them it doesn't get put into the "I'll get round to it" pile of work.

 

[amaroo]

I've had dramas booking connecting rooms all over the world (no matter what class of establishment) gave up using email & went back to the phone call for the first contact and then emails from there.

 

[Cynicor]

I've found most hotels never reply, or take a while. If they reply once, however, then they will generally keep replying. Also, if they do reply, they generally reply within 48 hours. Japanese hotels seem to reply very promptly, but my Thai hotels have been a bit more patchy in their replies.