tim A.
The true test .....
The test of merit and substance doesn’t come when everything goes right, it comes when everything goes wrong. Like Rachel Maddow says “don’t watch what they say, watch what they DO.” I booked a night on Tablet for Savannah, GA (Tablet Plus member for several years AND I am/was in the travel industry - which has been decimated by Covid, especially NYC,) which was pay first with a partial refund if you have to cancel. Rule of thumb - when you book rooms, just expect to be held to the policies stated. Everyone has a story, everyone expects to be the exception, you won’t be. (Or they would all be out of business.) Inconveniently, 3 days later my husband’s godmother passed away after a long battle with Alzheimer’s/Dementia/then Covid complications. We were driving cross country on a move NYC to LA and had to change to a drive through St Louis so he could see her family. I emailed Tablet and explained hoping to have possibly a reduced penalty but fully expecting to either be held to policy or maybe given some future credit. All I can say is that you would have thought THEIR godmother had died. Lucas who replied in less than 8 hours was kind, empathetic, had zero inclusion of language around policy or rules, simply acted like I was a friend and he was taking care of this issue so I could focus on the challenges I was having. It meant a lot. I mean, really a lot. I have had a lousy couple of months and one random act of kindness made a big difference. What Lucas doesn’t know (but I am sure his boss does,) is that I will now book Tablet Hotels for Austin, Phoenix, and San Diego for our trip to LA. That’s how that works. Provide personal service because it’s the right thing to do, and it inspires others to do the right thing. We need a few more Lucas’s in this world.
Response from Tablet HotelsJan 26, 2021
Hello Tim, Thank you so much for taking the time to share your experience! Your words mean so much to us and we’re proud to hear that the care and attention Lucas put into your request had such an impact. We couldn’t agree more, we need more people like Lucas in the world and we’ve got a whole team of Travel Specialists who put the same thoughtful, persistent care into all our client’s needs. You never know what people on the other side of a phone call, email, or live chat are going through and if our efforts can make someone’s day just a little bit brighter then we’ve done our job. Whether it’s a booking, a cancellation, a commendation or a complaint, our Travel Specialists are here for you. Sending our thoughts to your family during this difficult time. We look forward to working with you again one day.