American Title

From: [redacted] Sent: Monday, June 19, 9:AMTo: InfoSubject: ID of [redacted] The guest booked the reservation and was told up front about the week cancellation policy In fact we have the same canceling policy for these dates every year The same week cancellation is already set up for the dates of May 10,and May of This is a major event weekend for the property When the guest called the first time trying to cancel the guest acknowledged the cancellation policy The property informed the guest that we would work with her to resell her her room We also informed the guest that if we were not able to sell the room we would make an exception and only charge her half of what the charge of the room is The guest called our corporate office and they believed the hotel was trying to accommodate the guest and they stood by our cancellation policy The hotel was not able to resell the reservation and the guest was charged the full amount I did go back and adjust the account for the guest as promised and issued a refund in the amount of $on May 18th We try very hard to accommodate all guest that stay with us The guest was under a cancellation policy and I believe the property went above and beyond to reduce the cost to the guest.Sincerely,-- [redacted] General ManagerHoliday Inn Express [redacted] ***###-###-#### telephone [redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I emphatically deny that I was told I could not cancel as it was past some 2 weeks cancellation policy.  That was not mentioned.  I called the 800 & was NOT told that.  Would a normal prudent person make a reservation they know they might have to cancel if they were told about a 2 week cancellation policy?  (I made this reservation on a Sunday to stay the next Friday- in 5 days)  Absolutely not! why would I make this reservation if I had been told of  this 2 week policy knowing the high probability of rain that weekend and we would not play ball if it rained? I live 3 hours from there so why would I want to throw away that king of money if I could not come.  At all hotels I have stayed at; you can call and cancel  at a min. of the day before if not the day of.  Then to tell me after I called the Corp office that they had to sell all the rooms they had left before I could get my money back is unbelievable.  They did not offer me any refund when I called them on Thursday and basically said too bad until I called the Corp office & told them I was not told this & the man said he fully understood & would call the hotel & that should be documented too.   They are not accurate about what occurred  Maybe they should take notes like I do- I have all the dates/times and who I spoke with as well as cost noted. again there was no mention of this 2 week cancellation policy until I called the hotel itself to cancel.  And the fact they had to sell the rest of the rooms before you could get a refund. I was held prisioner because they had 12 other rooms to sell-really- is that fair?
Regards,
[redacted]

From: [redacted] Sent: Monday, June 19, 2017 9:51 AMTo: InfoSubject: ID of [redacted]The guest booked the reservation and was told up front about the 2 week cancellation policy.  In fact we have the same canceling policy for these dates every year....

 The same 2 week cancellation is already set up for the dates of May 10,11 and May 12 of 2018.  This is a major event weekend for the property.  When the guest called the first time trying to cancel the guest acknowledged the cancellation policy.  The property informed the guest that we would work with her to resell her her room..  We also informed the guest that if we were not able to sell the room we would make an exception and only charge her half of what the charge of the room is.  The guest called our corporate office and they believed the hotel was trying to accommodate the guest and they stood by our cancellation policy.  The hotel was not able to resell the reservation and the guest was charged the full amount.  I did go back and adjust the account for the guest as promised and issued a refund in the amount of $135.91 on May 18th.  We try very hard to accommodate all guest that stay with us.  The guest was under a cancellation policy and I believe the property went above and beyond to reduce the cost to the guest.Sincerely,-- [redacted]General ManagerHoliday Inn Express[redacted]###-###-#### telephone[redacted]