Historic Jefferson Hotel
I have now used this app to run my hotel booking with for 5 months. The app itself is great, has some lag time in updates, but overall pretty good. The tech support however is another issue. I've had about 7 experiences with tech support and they were all horrible. First off there is no phone contact so you will only be conversing via email. This option would be fine as they get back with you quick enough but they only get back with you almost always asking for more information. It states very clearly that you are to provide links or screenshots of the issue you are having. I like to use screenshots so that is my preferred way of communicating. Well they need to just remove this option because they don't use screenshots, trust me on this, I'll send you my conversation with them. The last interaction, which prompted this review, was mostly about how they (Alex) couldn't view my screenshots and kept asking for links. I asked them to view the screenshots on another source as I have tried on many other sources and it worked fine. My suggestion was ignored and I was repeatedly asked for links. It's a little hard for someone to understand an issue with a link. For example the link they were asking for was to a calendar that has a months worth of information on it. They would have to go through the entire month to figure out where my issue is, when with a screenshot it's right in front of them. I even sent a link and got no response to my issue, which finally fixed itself as it was simply a matter of the system being lagged. All I wanted was a quick answer but I was dealing with the difficult ways to communicate. When I first signed up for this app it was the only booking option, now there are several others, with phone support available. I'd suggest using the other apps if you think you will run into issues. You can email me via firstname.lastname@example.org if you want to see my experience with them or have any questions.
Hi Historic Jefferson
Thanks for taking the time to leave a review.
We have reviewed your support ticket and unfortunately your review is not completely accurate. The screenshots you provided in your ticket were unreadable so we asked you to provide a link to the product, booking or blackout in question. The link you did send showed all bookings and we weren't able to determine which product or booking you were referring to in your email.
Asking a merchant to provide the necessary information to be able to troubleshoot is a reasonable request and we stand by the quality of our customer service.
The Support Team @ Zetya
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