Complaint: [redacted] I am rejecting this response because:Complaint: [redacted] I am rejecting this response because the hotel has provided information to youThey were not flexible with us regarding the ferry cancellationWe were not even able to get confirmation from the hotel that we would not be charged for that night in the hotelthis was very poor customer service and silly because as I mentioned the ferry was cancelled and the airport was closedThe room they offered to move us to was also dirty and it was on a very low floor with no privacyNot suitable for a honeymoon suiteWe informed the hotel as we left the property that we were leaving AND our travel agent, American Express, communicated with them on our behalf prior to our departure.Not only were the hotel accommodations offered to us unacceptable but we believe our complaint upon check in was not taken seriously and if we had not been two women on our honeymoon we probably would have received better customer service and a quicker resolution of this issueSince receiving the hotel's response, I have tried to speak with then to resolve thisThe room manager promised to call me back on Thursday and did notToday I then spoke with the general manager who refused to come to a suitable resolution with me and was condescending and did not deny that they rented the room after our departureBased on my interaction with him on the phone, I am even more strongly convinced that this hotel is trying to take advantage of usThere is no reason for them to keep a deposit when we did not stay there and they rebooked the roomThey ended up disrupting our honeymoon and costing us more money because we had to stay elsewhereThe deposit was paid in good faith that the room advertised would be available to us but instead the room was dirty, run down, and not even remotely appropriate for a honeymooning coupleThe hotel seems to believe they were trying to resolve this and we did not provide them the opportunity to do so, but it was very clearly communicated to us prior to our departure that there was no other room available other than one on the same low floor which smelled like rotten milk due to the proximity to the restaurantThis poor business practice is exactly why the Revdex.com needs to step in to protect consumers and I do hope that you will help me and my wife recover the costs of the deposit which American Express is currently withholding from the Fairmont since we have an open dispute with them Sincerely, [redacted] ***
Aloha,Please be advised that we have contacted the guest who brought forward this complaint His request for financial compensation was reviewed and a proposed compensation offered to the guest He has accepted this and the refund process has been underway.He shared that he was satisfied with the outcome of this resolution.Sincerely,Ian
Complaint: [redacted] I am rejecting this response because:Complaint: [redacted] I am rejecting this response because the hotel has provided information to youThey were not flexible with us regarding the ferry cancellationWe were not even able to get confirmation from the hotel that we would not be charged for that night in the hotelthis was very poor customer service and silly because as I mentioned the ferry was cancelled and the airport was closedThe room they offered to move us to was also dirty and it was on a very low floor with no privacyNot suitable for a honeymoon suiteWe informed the hotel as we left the property that we were leaving AND our travel agent, American Express, communicated with them on our behalf prior to our departure.Not only were the hotel accommodations offered to us unacceptable but we believe our complaint upon check in was not taken seriously and if we had not been two women on our honeymoon we probably would have received better customer service and a quicker resolution of this issueSince receiving the hotel's response, I have tried to speak with then to resolve thisThe room manager promised to call me back on Thursday and did notToday I then spoke with the general manager who refused to come to a suitable resolution with me and was condescending and did not deny that they rented the room after our departureBased on my interaction with him on the phone, I am even more strongly convinced that this hotel is trying to take advantage of usThere is no reason for them to keep a deposit when we did not stay there and they rebooked the roomThey ended up disrupting our honeymoon and costing us more money because we had to stay elsewhereThe deposit was paid in good faith that the room advertised would be available to us but instead the room was dirty, run down, and not even remotely appropriate for a honeymooning coupleThe hotel seems to believe they were trying to resolve this and we did not provide them the opportunity to do so, but it was very clearly communicated to us prior to our departure that there was no other room available other than one on the same low floor which smelled like rotten milk due to the proximity to the restaurantThis poor business practice is exactly why the Revdex.com needs to step in to protect consumers and I do hope that you will help me and my wife recover the costs of the deposit which American Express is currently withholding from the Fairmont since we have an open dispute with them Sincerely, [redacted] ***
Aloha,Please be advised that we have contacted the guest who brought forward this complaint His request for financial compensation was reviewed and a proposed compensation offered to the guest He has accepted this and the refund process has been underway.He shared that he was satisfied with the outcome of this resolution.Sincerely,Ian