Barcelona Courts

Hello I attempted to call the gentleman at 12PM today (06/26/2017) and I did not recieve a answerI did leave him a message and I will see to it personally that this issue is resolved.ThanksDemar B***General Manager

Hello Mrs.***, First off I want to say I am sorry for what happened while you were at the Barcelona. I wasn't the GM was there at the timeI just started this past Monday 7-25-16. I looked at the folio and what I see is that they had credited the room back to you for $
and then a charge for the $then a second credit for $which came out to a $balance. So credits of $were credited back and should have shown up on you bank statement. Once again I am so sorry for what had happened and we are changing the way things are running around the Barcelona now. It will take us some time but I can assure you that the issues you had will be addressed and we are working as a tem to get the Barcelona running the way it should run. if you would like me to send a copy of the refunds I can get this to you. thanks

Complaint: ***
I am rejecting this response because:We did not break this window. It was cracked when my family arrived. The one thing we are at fault for is assuming the hotel is aware of the property condition prior to any guest arrival. When I had earlier spoke to Frank I asked him why my card was still on file days after the stay and he stated they keep it until they complete the repair then they charge how much it costs them. I asked for a receipt and was told that he could not provide a receipt yet when I spoke to the desk clerk the next morning, I got one emailed to me. I called back to request an itemized bill because I have the right to know precisely what I'm being charged for, and it seems really extreme for it to be exactly $250.00. The clerk said "Um I think it is on the manager's desk and I don't have access to it". So I called back later and spoke with Frank and he stated that he does not have to provide me with an itemized bill and the amount was just how much they charge if there is any damage. I was definitely being lied to as he stated earlier they wait to charge until the repair is complete, so I went to the hotel and was let inside the room to inspect the "new window" and just as I suspected, there was no new window, in fact there were now two cracks on the window. And because of the response I received through the Revdex.com from the hotel about pictures, I do now have some pictures. I don't feel it is right pay for something we didn't do. We did not and could not have done something like this. Attached are pictures and the hotel receipt showing days between charges
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

We have already refunded this individual

***, As per our conversation, I'm requesting that the
case be re-opened MrDemar B*** has not called or attempted to make contact with my fatherI've called on numerous occasions to speak with the manager, and nobody gives me a staright answer, on who is the managerIve been hung up on numerous occasionsWe are frustarted as they took cash from an elderly person, and they are not returning his depositThe company Barcelona Court can mail the deposit amount to *** *** *** ***, ** ** *** Before we take legal actionThank You

ResolvedThank you

I am currently reviewing this complaint and will respond once I have all the information.

Anytime there is damage to a room we do charge the guest who last stayed in the room. We discovered the window broken and issued the charge for the damage to the room.I did speak with Ms. [redacted] about this and she advised that the window was broken upon her arrival in the room, when asked why she did...

not report it to the front desk she claimed that she did not think to contact us.  The hotel was busy that weekend because off a wedding, but we were not sold out, we would happily have moved her from that room if there was damage or if she was in any way unhappy with it.  She stated that she had taken pictures of  the broken window and other damage, I asked the guest to send me those pictures and upon a review I would make a determination as to what if any reversal we would make.  We strive to make our guests stays' enjoyable ones.  I apologized that she felt she was spoken to in any way other than professional, we again, are always looking to make our guests feel at home.

Hello I attempted to call the gentleman at 12PM today (06/26/2017) and I did not recieve a answer. I did leave him a message and I will see to it personally that this issue is resolved.ThanksDemar B[redacted]General Manager