That’s exactly what happened to one Cowbridge couple who wanted to mark their 40th wedding anniversary with friends. They were going to make a reservation at the Bear hotel in Cowbridge. Instead, their reservation incorrectly routed to a different Bear property, 50 miles away in Crickhowell, Wales.
That’s how the couple ended up booking with Super.com, an up-and-coming travel service. They were sent a confirmation email which clearly stated the reservation was for The Bear hotel in Crickhowell. Little did they know that this hotel was a good hundred miles away from their first planned one in Cowbridge. The large physical separation created great inconvenience for them.
Once the couple realized their mistake, they told us how heartbroken they were. They had looked forward to celebrating their milestone at the local Bear hotel, a place they considered special for their anniversary. The misunderstanding was largely due to the hotels’ duplicate names, which led many to the wrong hotel while booking.
The Bear Hotel in Cowbridge has a lovely, welcoming character that practically begs you to unwind. Its central location makes it an ideal choice for couples seeking a romantic adventure. The Bear hotel in Crickhowell is perhaps the best example of this venerable institution. Unfortunately, it’s a lot farther than where their home base is. This logistical challenge could put a damper on their plans for a victory dinner. It might even torpedo other events they were looking forward to experiencing in close proximity.
Given this lack of clarity, the couple has called attention to the lack of transparency from booking intermediaries such as Super.com. It’s their hope that better communication about where hotels are could keep more travelers from experiencing the same problem in the future. With more travelers making reservations online and using transit apps, providing the correct information in a timely manner is imperative to fostering a positive customer experience.