April RE: ID [redacted] Dear Ms [redacted] The hotel’s position in this dispute is that the guest’s own neglect created the issue and created further delays in getting the wallet back to her Additionally, we do not feel that it is the hotel’s responsibility to shoulder the costs of mailing items when guests leave them behind She was informed of that when she spoke with the Director of Housekeeping Because the guest’s room and tax was covered by someone other than herself, we did not have a credit card on file for her Our Guest Services Manager made two attempts to contact her to obtain an authorization and form of payment to overnight the item to her She failed to reach out to the hotel until four days later—on Friday—at which point she was informed again about the charge to mail the item Due to the volume of items left behind, it simply is not operationally or financially feasible for the hotel to shoulder the cost of mailing these items but we make every attempt to return lost and found items as soon as possible Our further position in the matter is that the client left her wallet in the room due to her own neglect; we did not withhold her belongings Her belongings are her responsibility, not the hotel’s responsibility However, we do mail these items, but because there is cost associated with it for mailing supplies, actual postage, trips to the post office, as well as labor, etc., it is expensive in indirect and direct costs We do transfer these costs to the guest, but only at the actual postage amount The hotel does not make money on shipping, but we do recoup the actual expense we incur for postage As stated before, it is the guest’s responsibility to ensure they have collected all of their belongings when they depart the hotel but if they do not, we will assist the guest in reclaiming the item(s) The guest did, in fact, call on Friday to inquire about her wallet The Assistant General Manager spoke with her and I happened to be in his office when she called She feels the AGM was rude to her because he informed her there would be a charge to mail her belongings and she did not like that information He was not in any way, shape or form verbally rude to her He informed her of the charge and she simply didn’t like his answer She, however, was verbally abusive to him because she did not feel she should be charged to overnight the wallet that she left behindThe cost to the hotel to mail the item was $17.95; however, as a courtesy the wallet was mailed and she was not charged as attempt at an appeasement As such, there is no “refund” to be given as she was never charged We are not willing to offer further compensation because the issue did not involve her stay at the hotel Her issue involved her own neglect and her disagreement with the procedures that we follow to mail the items that she left behind of her own actions It is unfortunate that she left her wallet, but we have as a matter of obligation on our end, returned the wallet to her and in an attempt to appease her have not charged her because of her overall attitude when she spoke with the AGM on March 28th Please let me know if we can provide further information to close this dispute Sincerely [redacted] General Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaint.
It is too bad that *** *** neglects his customersI personally told the manager at the time, when he was speaking to me that nobody had attempted to contact meIt is unfortunate that *** and the manager don't understand how to properly treat guests and how their actions affect the brand image of Holiday InnThis is the first complaint that I have ever submitted to Revdex.com because due to the fact I work in customer service, I realize that problems can occur.
If the manager, housekeeping, and *** *** had done their jobs and taken the extra step to investigate, they would have found, as was originally told to them on Monday, that I was staying with my dance team and the credit card on file was that of the coachThis would have been very easy to find out had they looked up the room number I explained I stayed inI certainly understand that it was my error in leaving the wallet, but having been told I was a liar and being spoken to in an extremely rude and volatile manner, I have reported this manager and will move forward with my complaint to include *** *** in my dealings with corporate headquarters
Regards,
*** ***
Regarding case ID [redacted], our position remains the same as in my original reply. [redacted] original request was that she be refunded the shipping charges for her wallet. She was never charged so there was nothing to refund. Essentially, she received what it was she was asking for to resolve what she felt was an inconvenience to her.
Contrary to M[redacted] assumptions, we were all aware that there was, indeed, a credit card on file, but the only authorized charges allowed to be placed on that credit card were the room and tax charges for her room, not for her personal items that she left behind. The charges to mail the item would have been appropriately charged to her credit card, not the credit card belonging to her coach. We were not authorized to charge that card for anything other than room and tax for the members of the dance team. Therefore, our Guest Services Manager did attempt to contact her multiple times to obtain a credit card and authorization from her personally. Each time we attempted she either failed to answer or we received a message stating that her voice mail had not been set up to receive messages. She did not contact the hotel again until that Friday when she spoke with Assistant General Manager, [redacted] who then informed of her the charges at that time. As originally stated, she was not treated in a rude or “volatile” manner, but was simply informed of the charges. She did not agree that she should be charged and therefore perceived [redacted] was being rude to her by telling her there would be a charge. Again, I witnessed the phone conversation and it was a simple, formal business conversation.
As originally stated, upon further consideration after her conversation with [redacted], I, personally, decided not to charge her for the shipping. I did so as an attempt to appease her and the wallet was returned to her.
[redacted]
General Manager
Holiday Inn Express Hotel & Suites
[redacted] Road
[redacted] SC 29607
[redacted] p
[redacted] f
www.[redacted]
01 April 2014
RE: ID [redacted]
font-family: Calibri;">
Dear Ms. [redacted]
The hotel’s position in this dispute is that the guest’s own neglect created the issue and created further delays in getting the wallet back to her. Additionally, we do not feel that it is the hotel’s responsibility to shoulder the costs of mailing items when guests leave them behind. She was informed of that when she spoke with the Director of Housekeeping. Because the guest’s room and tax was covered by someone other than herself, we did not have a credit card on file for her. Our Guest Services Manager made two attempts to contact her to obtain an authorization and form of payment to overnight the item to her. She failed to reach out to the hotel until four days later—on Friday—at which point she was informed again about the charge to mail the item. Due to the volume of items left behind, it simply is not operationally or financially feasible for the hotel to shoulder the cost of mailing these items but we make every attempt to return lost and found items as soon as possible.
Our further position in the matter is that the client left her wallet in the room due to her own neglect; we did not withhold her belongings. Her belongings are her responsibility, not the hotel’s responsibility. However, we do mail these items, but because there is cost associated with it for mailing supplies, actual postage, trips to the post office, as well as labor, etc., it is expensive in indirect and direct costs. We do transfer these costs to the guest, but only at the actual postage amount. The hotel does not make money on shipping, but we do recoup the actual expense we incur for postage. As stated before, it is the guest’s responsibility to ensure they have collected all of their belongings when they depart the hotel but if they do not, we will assist the guest in reclaiming the item(s).
The guest did, in fact, call on Friday to inquire about her wallet. The Assistant General Manager spoke with her and I happened to be in his office when she called. She feels the AGM was rude to her because he informed her there would be a charge to mail her belongings and she did not like that information. He was not in any way, shape or form verbally rude to her. He informed her of the charge and she simply didn’t like his answer. She, however, was verbally abusive to him because she did not feel she should be charged to overnight the wallet that she left behind. The cost to the hotel to mail the item was $17.95; however, as a courtesy the wallet was mailed and she was not charged as attempt at an appeasement. As such, there is no “refund” to be given as she was never charged.
We are not willing to offer further compensation because the issue did not involve her stay at the hotel. Her issue involved her own neglect and her disagreement with the procedures that we follow to mail the items that she left behind of her own actions. It is unfortunate that she left her wallet, but we have as a matter of obligation on our end, returned the wallet to her and in an attempt to appease her have not charged her because of her overall attitude when she spoke with the AGM on March 28th. Please let me know if we can provide further information to close this dispute.
Sincerely
[redacted] [redacted]
[redacted] [redacted] ...⇄ ...⇄ General Manager
April RE: ID [redacted] Dear Ms [redacted] The hotel’s position in this dispute is that the guest’s own neglect created the issue and created further delays in getting the wallet back to her Additionally, we do not feel that it is the hotel’s responsibility to shoulder the costs of mailing items when guests leave them behind She was informed of that when she spoke with the Director of Housekeeping Because the guest’s room and tax was covered by someone other than herself, we did not have a credit card on file for her Our Guest Services Manager made two attempts to contact her to obtain an authorization and form of payment to overnight the item to her She failed to reach out to the hotel until four days later—on Friday—at which point she was informed again about the charge to mail the item Due to the volume of items left behind, it simply is not operationally or financially feasible for the hotel to shoulder the cost of mailing these items but we make every attempt to return lost and found items as soon as possible Our further position in the matter is that the client left her wallet in the room due to her own neglect; we did not withhold her belongings Her belongings are her responsibility, not the hotel’s responsibility However, we do mail these items, but because there is cost associated with it for mailing supplies, actual postage, trips to the post office, as well as labor, etc., it is expensive in indirect and direct costs We do transfer these costs to the guest, but only at the actual postage amount The hotel does not make money on shipping, but we do recoup the actual expense we incur for postage As stated before, it is the guest’s responsibility to ensure they have collected all of their belongings when they depart the hotel but if they do not, we will assist the guest in reclaiming the item(s) The guest did, in fact, call on Friday to inquire about her wallet The Assistant General Manager spoke with her and I happened to be in his office when she called She feels the AGM was rude to her because he informed her there would be a charge to mail her belongings and she did not like that information He was not in any way, shape or form verbally rude to her He informed her of the charge and she simply didn’t like his answer She, however, was verbally abusive to him because she did not feel she should be charged to overnight the wallet that she left behindThe cost to the hotel to mail the item was $17.95; however, as a courtesy the wallet was mailed and she was not charged as attempt at an appeasement As such, there is no “refund” to be given as she was never charged We are not willing to offer further compensation because the issue did not involve her stay at the hotel Her issue involved her own neglect and her disagreement with the procedures that we follow to mail the items that she left behind of her own actions It is unfortunate that she left her wallet, but we have as a matter of obligation on our end, returned the wallet to her and in an attempt to appease her have not charged her because of her overall attitude when she spoke with the AGM on March 28th Please let me know if we can provide further information to close this dispute Sincerely [redacted] General Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaint.
It is too bad that *** *** neglects his customersI personally told the manager at the time, when he was speaking to me that nobody had attempted to contact meIt is unfortunate that *** and the manager don't understand how to properly treat guests and how their actions affect the brand image of Holiday InnThis is the first complaint that I have ever submitted to Revdex.com because due to the fact I work in customer service, I realize that problems can occur.
If the manager, housekeeping, and *** *** had done their jobs and taken the extra step to investigate, they would have found, as was originally told to them on Monday, that I was staying with my dance team and the credit card on file was that of the coachThis would have been very easy to find out had they looked up the room number I explained I stayed inI certainly understand that it was my error in leaving the wallet, but having been told I was a liar and being spoken to in an extremely rude and volatile manner, I have reported this manager and will move forward with my complaint to include *** *** in my dealings with corporate headquarters
Regards,
*** ***
Ms. [redacted]
Regarding case ID [redacted], our position remains the same as in my original reply. [redacted] original request was that she be refunded the shipping charges for her wallet. She was never charged so there was nothing to refund. Essentially, she received what it was she was asking for to resolve what she felt was an inconvenience to her.
Contrary to M[redacted] assumptions, we were all aware that there was, indeed, a credit card on file, but the only authorized charges allowed to be placed on that credit card were the room and tax charges for her room, not for her personal items that she left behind. The charges to mail the item would have been appropriately charged to her credit card, not the credit card belonging to her coach. We were not authorized to charge that card for anything other than room and tax for the members of the dance team. Therefore, our Guest Services Manager did attempt to contact her multiple times to obtain a credit card and authorization from her personally. Each time we attempted she either failed to answer or we received a message stating that her voice mail had not been set up to receive messages. She did not contact the hotel again until that Friday when she spoke with Assistant General Manager, [redacted] who then informed of her the charges at that time. As originally stated, she was not treated in a rude or “volatile” manner, but was simply informed of the charges. She did not agree that she should be charged and therefore perceived [redacted] was being rude to her by telling her there would be a charge. Again, I witnessed the phone conversation and it was a simple, formal business conversation.
As originally stated, upon further consideration after her conversation with [redacted], I, personally, decided not to charge her for the shipping. I did so as an attempt to appease her and the wallet was returned to her.
[redacted]
General Manager
Holiday Inn Express Hotel & Suites
[redacted] Road
[redacted] SC 29607
[redacted] p
[redacted] f
www.[redacted]
01 April 2014
RE: ID [redacted]
font-family: Calibri;">
Dear Ms. [redacted]
The hotel’s position in this dispute is that the guest’s own neglect created the issue and created further delays in getting the wallet back to her. Additionally, we do not feel that it is the hotel’s responsibility to shoulder the costs of mailing items when guests leave them behind. She was informed of that when she spoke with the Director of Housekeeping. Because the guest’s room and tax was covered by someone other than herself, we did not have a credit card on file for her. Our Guest Services Manager made two attempts to contact her to obtain an authorization and form of payment to overnight the item to her. She failed to reach out to the hotel until four days later—on Friday—at which point she was informed again about the charge to mail the item. Due to the volume of items left behind, it simply is not operationally or financially feasible for the hotel to shoulder the cost of mailing these items but we make every attempt to return lost and found items as soon as possible.
Our further position in the matter is that the client left her wallet in the room due to her own neglect; we did not withhold her belongings. Her belongings are her responsibility, not the hotel’s responsibility. However, we do mail these items, but because there is cost associated with it for mailing supplies, actual postage, trips to the post office, as well as labor, etc., it is expensive in indirect and direct costs. We do transfer these costs to the guest, but only at the actual postage amount. The hotel does not make money on shipping, but we do recoup the actual expense we incur for postage. As stated before, it is the guest’s responsibility to ensure they have collected all of their belongings when they depart the hotel but if they do not, we will assist the guest in reclaiming the item(s).
The guest did, in fact, call on Friday to inquire about her wallet. The Assistant General Manager spoke with her and I happened to be in his office when she called. She feels the AGM was rude to her because he informed her there would be a charge to mail her belongings and she did not like that information. He was not in any way, shape or form verbally rude to her. He informed her of the charge and she simply didn’t like his answer. She, however, was verbally abusive to him because she did not feel she should be charged to overnight the wallet that she left behind. The cost to the hotel to mail the item was $17.95; however, as a courtesy the wallet was mailed and she was not charged as attempt at an appeasement. As such, there is no “refund” to be given as she was never charged.
We are not willing to offer further compensation because the issue did not involve her stay at the hotel. Her issue involved her own neglect and her disagreement with the procedures that we follow to mail the items that she left behind of her own actions. It is unfortunate that she left her wallet, but we have as a matter of obligation on our end, returned the wallet to her and in an attempt to appease her have not charged her because of her overall attitude when she spoke with the AGM on March 28th. Please let me know if we can provide further information to close this dispute.
Sincerely
[redacted] [redacted]
[redacted] [redacted] ...⇄ ...⇄ General Manager