Ambassador Hotel

Aloha, We have no record of the customer making a reservation with our hotel, please have them send me a confirmation numberMahalo, [redacted] Accounting Clerk

Complaint: [redacted] I am rejecting this response because: I am asking for a full refund, not partial, not 3/4; a 100% refund due to computer glitch.I want to know what damage did Ambassador Hotel receive in this case? They did not provide any service to me, they still sell my room during the period of my reservation, what damage did they receive On the other hand, I have to spend time talking to different parties, include [redacted] (credit card I used to make this purchase), Ambassador Hotel people, [redacted] , trying to resolve this case the minute I realized this issue -for months! This is exhausting, stressing Sincerely, [redacted] ***

To whom this may concern, Our Direcotor of Front Office had contacted and talked to Ms [redacted] We are in the process of resolving Ms [redacted] 's concernsThank you

Aloha, We have no record of the customer making a reservation with our hotel, please have them send me a confirmation number Mahalo, [redacted] Accounting Clerk

Complaint: [redacted] I am rejecting this response because: I am asking for a full refund, not partial, not 3/4; a 100% refund due to computer glitchI want to know what damage did Ambassador Hotel receive in this case? They did not provide any service to me, they still sell my room during the period of my reservation, what damage did they receive On the other hand, I have to spend time talking to different parties, include [redacted] (credit card I used to make this purchase), Ambassador Hotel people, [redacted] , trying to resolve this case the minute I realized this issue -for months! This is exhausting, stressing Sincerely, [redacted] ***

Review: I had booked a room at Ambassador Inn, Milwaukee from May 05-07, 2013.When I checked into the hotel, I had to make a security deposit of USD 120. They were supposed to return it when I checked out. But till date I have not received the sum. I have sent numerous emails to them but no actions have been taken.Desired Settlement: I would like to get back USD 120.

Business

Response:

The Ambassador Inn does not take security deposits upon arrival. As is customary in the industry, a valid major credit card must be presented upon arrival. The credit card is “authorized” for the total amount of room and tax, plus $60 per day for potential incidental charges. However, this is only an authorization and not a charge. Upon departure, the card would normally be charged for the balance of their stay and any unused authorized amount held on the credit card is released back to consumer’s credit card that day. If the guest checks their past statements, they will see they were never charged $120 and therefore, the guest will not see a credit for $120. In fact, the card presented by the guest upon arrival was never charged any amount by us, as their reservation was made via Expedia/Hotels.com and was pre-paid to the third party provider at time of booking.

Review: I made arrangements through an online site for the overnight stay (via) HOTWIRE.com however the hotel recommended I place my card on file for incidentials. As a result of the payment made through HOTWIRE.com I did not authorize the hotel to charge the card- only to place a hold on the card for incidentials. Upon departure the front desk clerk assured me everything was taken care of and I was good to leave. On June 11, 2014 upon reviewing my card transaction I found an unauthorized charge of $407.00 from Ambassador Hotel of Marquette. I immediately contacted the merchant (spoke with) [redacted] the CPA for the company. He indicated he would refund the monies to my credit card within moments after the call. Several days later I check my account there still was no credit of $407.00 issued by the merchant (whom) without my permission charged my credit card. I have contacted my credit card company- whom is investigating the issue (PAYPAL).Desired Settlement: of $407.00 immediately for the unauthorized charge.

Business

Response:

7/1/2014

In response to Revdex.com Consumer Complaint #[redacted]:

The guest booked their reservation through Hotwire.com for one night, arriving 6/3/14 and departing on 6/4/14. At 8:35am on 6/4/14, the guest extended their reservation directly with the hotel for an additional night at a rate of $69.00 + tax (15.1%). The guest's new departure date was established as 6/5/14. At 11:15am on 6/5/14, the guest again changed their departure date from 6/5/14 to 6/6/14, at the same rate and tax amount from the previous night. At 9:36am on 6/6/14, the guest again extended their stay by changing the departure date from 6/6/14 to 6/9/14. The same rate and tax was agreed for the duration of the guest's stay.

In summary, the guest paid Hotwire.com for the night of 6/3/14. Subsequent nights (6/4, 6/5, 6/6, 6/7 & 6/8) were booked directly with the hotel (as departure date extensions) at a rate of $69.00 + tax = $79.42 per night. There were five additional nights requested and posted for a total of $397.10. In addition, $10 was posted the guest's account for parking. The card presented upon arrival was swiped and recorded as the card on file for any additional charges during the guest's stay and therefore, the final charge of $407.10 was posted and is valid.

[redacted] Director of Business Development

Review: Greetings,I have issue that I am requesting your assistance. We purchased a $50.00 Groupon for the Envoy and realized the date had expired. According to the Groupon rules of use, we should have received the original $25.00 back as a credit to our meal. That wasn't the case. We were told they wouldn't accept the expired Groupon and a certificate of equal value would be sent to us in it's place. That didn't make us all that happy - but we went along with it and gave them our mailing address. That was in late November 2013 and here we are today, January 7, 2014, and no coupon and no reimbursement. Groupon has stated they will try to work with Envoy to get our $25 back. I have spoke to the Envoy management at least four times in the last month - no action or return phone calls as of yet. I have a feeling they think I will forget about this issue....that won't happen.As for the food and service - average at best! The customer service regarding the Groupon issue - POOR. Milwaukee has some excellent dining options - Envoy is not on that list.At this point - I don't want to go back to the Envoy Restaurant - so a certificate for future use would not be acceptable. I am requesting a cash reimbursement for $25.00 to cover the original Groupon Coupon.Desired Settlement: $25.00 check from Envoy.

Business

Response:

We have spoken with Mr. [redacted] today, prior to receiving this complaint from Revdex.com of Wisconsin.

We apologized to Mr. [redacted] for the confusion and any lack of response on our end.

He has accepted the option of receiving a $25 gift card from Envoy and that has already been placed in the mail from him today.

Thank you.

Review: I booked one night stay, checking in on 11/8/13 and checking out 11/9/13.

The amount I authorized was $262.01, which covered room, a $60 incidental hold and $20 parking. The amount of $262.01 was deducted from my bank account.

There is now an additional transaction against my account, in the amount of $203.01.

In total, $465.02 was deducted from my bank account - WITHOUT MY CONSENT

I have been double-charged for my hotel stay, and have no resolution with the hotel. This has caused my bank account to be overdrawn.Desired Settlement: $262.01 should be deposited back into my account immediately.

I also now have $72 in overdraft fees due to this issue. I should not be paying for this!

Business

Response:

I have left a couple of voice messages with [redacted] as well as an e-mail message to try and resolve this matter ([redacted]). The $262.01 is merely an authorization hold, not a charge from this hotel. It's up to the issuing bank's policies as to when they release those holds. I can help get the hold released (if it has not so been done as of yet) but need the customer service phone number on the back of the credit card. If the client contacts you again without contacting me, can you please ask for that phone number and I'll be sure to do whatever I can to get the hold released? I appreciate any help you can offer in resolving this matter, thank you.

Cordially,

Controller

The Ambassador Hotel

2308 West Wisconsin Avenue

Milwaukee, WI 53233

[redacted], telephone

Review: I made a 13 day reservation at this hotel because I was planning on attending Summerfest. The advertisement said that there was shuttle service for Summerfest. I called the hotel to make sure of this because I am handicapped and was told that yes they do have shuttle service to and from the hotel. To my surprise once I made the reservation and got to the hotel I found that there is no set time for their shuttle time in the evening. The drivers would tell the people on the shuttle that they would be back to pick them up at 12:00 in the evening but then would not show up and we would have to pay for cabs back to the hotel. The last bands play at 10:00 and do not finish until 11:45 which gives you enough time to get to the shuttle at 12:00. On Sunday 6/30/13 there were more than 15 people waiting for the shuttle at 11:40 but the shuttle never came back to pick us up and we had to take a taxi which cost us and another couple 18.00. We made a complaint when we got back to the hotel and was given the name of the General Manager to speak with the next day. When we asked to speak to the manager we were told that he was not taking any complaints and we had to speak to the gorilla at the desk that just kept saying she was sorry there was nothing they could do about it. So much for caring about their customers. How can managers of establishments not care about the services they are supposed to give to their customers. On their site menu that you can pull up on your tv it sows that there is complimentary parking in there parking garage yet when you come to check in they all of a sudden tell you that parking cost $20 a day. I would like to be reimbursed for my cab fare and get my parking fees back. We have pictures showing the site menu saying complimentary parking. I would also like to personally speak to the manager of the establishment. Thank youDesired Settlement: I would like to be reimbursed for the taxi and be able to get the complimentary parking like it says on the site menu that you pull up on the tv at the hotel. I would also like to speak to the manager or owner to let them know that this is definitely how you run a service oriented business. They also need to be more understanding on their handicapped customers.

Business

Response:

During the last 8 days of her stay, the guest was not even charged for parking. However, in researching this guest, she had two additional reservations for dates leading up to this stay. Those days were charged for parking. We have very recently begun to charge for parking due to rising costs. However, guests who do provide literature showing complimentary parking are given complimentary parking. I have gone ahead and reversed the $80 parking charges and credited the guest’s credit card today.