citizenM hotels
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17 minutes (and counting) …
I am 17 minutes (and counting) waiting on the phone to try and talk to a person. I am also on their chat service which is not much better. In fact the chat auto-closed just now while I was waiting on an answer from the agent and the pop-up notification had the cheek to say that I had disappeared 'like a magician'. Dont get me wrong I am not blaming the support guys, I always found them to be very helpful. However, I would hazard a guess that they are overworked and have to field multiple queries at any given time, leaving them little time to give decent customer service. So I will lay this complaint at the feet of the chain itself. And one final thing before I go - fix your payment system and have it set up for SCA - Strong Customer Authentication - maybe this would alleviate some of the backlog to the support team, if they dont have to deal with failed bookings and payments on your site because its not set up properly.