B&B HOTELS
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Confusing voucher system, poor first time booking experience, customer service team don't have any interest in resolving the problem
Booked for the first time for a stay whilst I attend a wedding and wanted to apply a breakfast voucher but the voucher wasn't accepted. Sent customer service a screenshot and screen recording of the issue. Didn't add the breakfast to my booking when checking out, as I thought the voucher would apply automatically. Contacted customer service straight away, explaining the issue. I was speaking with Catherine from the customer service team and they said there's nothing they can do, as the booking has been paid for and is complete and essentially implied it's my fault for not adding the breakfast. They haven't offered to contact the hotel on my behalf explaining I had a booking issue, nor have they offered to cancel and then amend my booking, so a breakfast could be added. B and B hotel's customer service team prioritise policy and their own defensive attitude over resolving the customer issue. Really poor customer service approach, especially since I haven't even stayed in their hotels.