Ms*** is correct in that an erroneous charge was made to her debit card account when she checked into our hotelThe error was discovered within a few hours and a refund was immediately issuedUnfortunately, banks and credit card processors do not immediately issue creditsThey generally
take to business days to post credits to any accountI explained this information in great detail to Ms* ***I assured her that any and all bank charges for over-draft/etcwould be covered by the hotel upon presentation of a bank statement showing those chargesI asked Ms.Lambert to obtain contact information from her bank, which she didI forwarded a statement to the bank acknowledging the error and stating our intent to cover all bank charges associated with this errorAt this time, there is no further action I can takeI have no ability to change the operating systems of the banks and credit card processors in situations such as thisMs* ***'s mother came to the hotel yesterday and threatened to seek additional punitive damagesBecause there could be legal issues involved, I do not feel I should make any other comment other than the facts that have already been laid out*** *** General Manager
when guest complained to the front desk on 12/2 we apologized and attempted to make the situation right. we offered money off and to move there room. the guest was happy with either of these options. there was also no one in the room above them. we unfortunately...
can not control what other guests do here at hotel. we will refund the guest the full amount
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. I still have yet to be contacted personally by the general manger in regards to this issue. We were never offered any money off of our room on said date, and the price not time the room to be moved was at 3am. I will expect a full refund for the room, and expect an apology for ongoing lack of costumer service skills from a person in a managerial position.
Regards,
[redacted]
Ms*** is correct in that an erroneous charge was made to her debit card account when she checked into our hotelThe error was discovered within a few hours and a refund was immediately issuedUnfortunately, banks and credit card processors do not immediately issue creditsThey generally
take to business days to post credits to any accountI explained this information in great detail to Ms* ***I assured her that any and all bank charges for over-draft/etcwould be covered by the hotel upon presentation of a bank statement showing those chargesI asked Ms.Lambert to obtain contact information from her bank, which she didI forwarded a statement to the bank acknowledging the error and stating our intent to cover all bank charges associated with this errorAt this time, there is no further action I can takeI have no ability to change the operating systems of the banks and credit card processors in situations such as thisMs* ***'s mother came to the hotel yesterday and threatened to seek additional punitive damagesBecause there could be legal issues involved, I do not feel I should make any other comment other than the facts that have already been laid out*** *** General Manager
when guest complained to the front desk on 12/2 we apologized and attempted to make the situation right. we offered money off and to move there room. the guest was happy with either of these options. there was also no one in the room above them. we unfortunately...
can not control what other guests do here at hotel. we will refund the guest the full amount
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. I still have yet to be contacted personally by the general manger in regards to this issue. We were never offered any money off of our room on said date, and the price not time the room to be moved was at 3am. I will expect a full refund for the room, and expect an apology for ongoing lack of costumer service skills from a person in a managerial position.
Regards,
[redacted]