Customer retention optional
I have been a member of Comoclub since 2014, and have recently attempted to use the App for a stay at a Como hotel - I showed it to them, and also quoted my membership number separately. We spent quite a bit of money at the hotel. None of it was credited to my account. I actually don’t think it’s the hotel’s fault - staff there are always kind and amazing. There has to be a problem with the Como system - either an integration issue or it’s so awkward to use for hotel staff that mistakes happen no matter how hard they try. I double checked whether the points had been credited as this happens frequently with Como. You have to remember to do this within three months or they expire. The onus is always on you, not them. You have to be really committed to this. Instead of an apology, and some friendly support what I get is an email with terms and conditions, listing what I probably did wrong. I did, however, follow their procedure correctly - book directly with the hotel, quote your number etc. They do this every time something goes wrong - a finger wagging reminder of what you probably did not do correctly, rather than how they can help. And never an apology that you have to chase the points and benefits of their loyalty programme that they are dangling in front of your nose, but you have to work really hard to benefit from it. Mistakes happen, absolutely, not a problem, but how an organization deals with it, whether there is integrity and respect for the customer or mainly an extractive attitude, is a different matter. The app itself is IMO as user unfriendly as the service desk.
