Thank you for your letter informing me of the concerns of my client (ID [redacted] ) The opportunity to settle this matter in a way that Is fair and equitable is advantageous for au parties involvedIn response to the client's complaint, Iwould like to address the service Issues as stated In the "Customer Experience Information" letterIn reviewing the complaint, I wlll address each of the specific areas of which the client identified my response as being inappropriate.• Client booked a vacation through me and I used USAirways Vacations as a tour operator• Final payment for vacation was applled March 20,Dates of destination 5/5/13/2015• Upon arrival at the hotel, the client called to Inform me that no reservation was found In the hotel's reservation systemBecause the vacation was booked through a tour operator, (USAirways Vacations) the protocol in this situation is to contact USAirways Vacations for the purpose of providing the hotel any Information needed to settle the discrepancy.• I contacted USAirways vacations to Inform them that the hotel did not show a reservation upon the client's arrival{Confirmation number for both the reservation and hotel file attached In the second page of this letter)• The allegation that t went Into, ''the system almost months later to book [them] a reservation to cover [myself]" Is inaccurate as the final payment (made March 20,2015) for the trip could only be applied to an exsitlng reservation.• Although there was a time span that passed to settle the discrepancy, the supervisor fromUSAirways Vacations and the hotel associate were able to resolve the IssueI was Informed by USAirways Vacations that the matter was settled and that my clients were able check in earlier than 4pm(Standard chetime at the hotel is 4:00pm)• I called the client to Inform them that the matter was settled and that they could proceed with checking into the hotelAt this time, my client Informed me that they made reservations at another location and would be staying there during the duration of their tripBecause this was a preexisting reservation, the client's departure from the hotel coded them as a "no-show".• In regards to the "Legends" tickets, the client's package included z complimentary tickets to the performance based upon their stay at the origlnally reserved hotelUpon their departure from the hotel, the tickets were forfeited and the client was coded as a "no-show".• The reservation package Included a night's stayThe hotel's policy for "no..show" Is to chargefor the 1st night's stay and refund the remaining nights to the clientThe 1st night's stay wasabsorbed by the tour operator, USAirways Vacations, and the remaining balance of $wasreturned to the client.The unexpected challenges that can occur while traveling are understandably frustrating; especially when traveling for leisureOnce my client Informed me of the issue at the time of check-in, my efforts were to resolve the matter collaboratively, with all the agencies involved in the transactionThese agencies included myself, USAirways Vacations and the hotel of which my clients were stayingMy sincere apologies go to my clients as their experience did not live up to the standard of which they expectedMy hope is that this explanation addresses the service concerns of my client and the actions I took to resolve the matter at the time of the discrepancyIf there is further support I can provide In regards to this complaint, please let me know so that I can provide this with transparency when needed
Thank you for your letter informing me of the concerns of my client (ID [redacted] ) The opportunity to settle this matter in a way that Is fair and equitable is advantageous for au parties involvedIn response to the client's complaint, Iwould like to address the service Issues as stated In the "Customer Experience Information" letterIn reviewing the complaint, I wlll address each of the specific areas of which the client identified my response as being inappropriate.• Client booked a vacation through me and I used USAirways Vacations as a tour operator• Final payment for vacation was applled March 20,Dates of destination 5/5/13/2015• Upon arrival at the hotel, the client called to Inform me that no reservation was found In the hotel's reservation systemBecause the vacation was booked through a tour operator, (USAirways Vacations) the protocol in this situation is to contact USAirways Vacations for the purpose of providing the hotel any Information needed to settle the discrepancy.• I contacted USAirways vacations to Inform them that the hotel did not show a reservation upon the client's arrival{Confirmation number for both the reservation and hotel file attached In the second page of this letter)• The allegation that t went Into, ''the system almost months later to book [them] a reservation to cover [myself]" Is inaccurate as the final payment (made March 20,2015) for the trip could only be applied to an exsitlng reservation.• Although there was a time span that passed to settle the discrepancy, the supervisor fromUSAirways Vacations and the hotel associate were able to resolve the IssueI was Informed by USAirways Vacations that the matter was settled and that my clients were able check in earlier than 4pm(Standard chetime at the hotel is 4:00pm)• I called the client to Inform them that the matter was settled and that they could proceed with checking into the hotelAt this time, my client Informed me that they made reservations at another location and would be staying there during the duration of their tripBecause this was a preexisting reservation, the client's departure from the hotel coded them as a "no-show".• In regards to the "Legends" tickets, the client's package included z complimentary tickets to the performance based upon their stay at the origlnally reserved hotelUpon their departure from the hotel, the tickets were forfeited and the client was coded as a "no-show".• The reservation package Included a night's stayThe hotel's policy for "no..show" Is to chargefor the 1st night's stay and refund the remaining nights to the clientThe 1st night's stay wasabsorbed by the tour operator, USAirways Vacations, and the remaining balance of $wasreturned to the client.The unexpected challenges that can occur while traveling are understandably frustrating; especially when traveling for leisureOnce my client Informed me of the issue at the time of check-in, my efforts were to resolve the matter collaboratively, with all the agencies involved in the transactionThese agencies included myself, USAirways Vacations and the hotel of which my clients were stayingMy sincere apologies go to my clients as their experience did not live up to the standard of which they expectedMy hope is that this explanation addresses the service concerns of my client and the actions I took to resolve the matter at the time of the discrepancyIf there is further support I can provide In regards to this complaint, please let me know so that I can provide this with transparency when needed