Stayed at The Palmer House 12-19 to 12-22 2014.
On 12-19 I fell backwards on the escalator that runs from the ground level to the lobby. I scraped my shins and bruised my shoulder trying to get up and my finger got pinched between the grates. Items came out of my computer bag and a security guy recovered and returned my computer mouse. Security brought me an ice pack and escorted me to my room. Security made a report and I told the front desk and the concierge about the incident. While I was trying to get up I yelled for someone to hit the emergency STOP. THE IS NO EMERGENCY STOP SWITCH ON THE ESCALATOR. I am 70 years old and I will be sore for some time, an older person or a child may have had a more SERIOUS issue on that escalator. I was at The Palmer House from 12-19 to 12-22 2014 AND NOT ONE PERSON FROM THE PALMER EVER CONTACTED ME TO CHECK MY WELL BEING.
Initial Business Response /* (1000, 5, 2015/07/08) */
Contact Name and Title: Andy [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
Good afternoon Ms.[redacted]
Thank you for choosing the Palmer House for your visit to Chicago. We sincerely apologize that your stay...
with us is not enjoyable. I understand that you handed your debit card at check in to the agent when we inquired about a form of payment required for check in. We did authorized the debit card you provided for the required amount of $830.94 but due to a system glitch the authorization showed initially as pending which prompted us to inquire about an alternate form of payment. The credit card you provided as alternative was then authorized for $830.94. Moments later our system caught up and the debit card that you had initially provided for payment showed an authorized approval.
We did contact your bank to resolve the issue but unfortunately the bank confirmed it would take about 24 hours to release the funds on your debit card and I understand that wasn't an option as you needed funds available immediately. We agreed to a $500.00 cash paid out on your debit card and our Manager on Duty Ishawa [redacted] and our Supervisor Alhaji [redacted] escorted you to an ATM nearby to deposit the cash. It is my understanding that the funds were needed, however, this was the card you initially provided for authorization and if it wouldn't have been for the system glitch the card would have been authorized immediately. The error on our end was that the credit card was swiped and authorized as we thought your initial card would not go though. We did provide dinner in our Lockwood restaurant, breakfast for all days and guest room internet for the inconvenience.
Unfortunately the debit card re-authorized when we posted the $500.00 cash paid out to your room making it necessary to issue you another $500.00 in cash. We certainly apologize for the stress we have caused and did credit one night room and tax for the inconvenience. Should you have incurred any fees due to the authorization we were holding on your debit card please forward us your bank statement that shows the fees due to our authorization and we will be more than happy to reimburse you.
Once again we apologize for the inconvenience we have caused and hope you are enjoying Chicago.
Best regards,
Andy [redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/07/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response from the hotel however The Palmer House Hilton still has a hold of 830.94 on my Capital One credit card. I've already satisfied my fees with my bank card.
Stayed at The Palmer House 12-19 to 12-22 2014.
On 12-19 I fell backwards on the escalator that runs from the ground level to the lobby. I scraped my shins and bruised my shoulder trying to get up and my finger got pinched between the grates. Items came out of my computer bag and a security guy recovered and returned my computer mouse. Security brought me an ice pack and escorted me to my room. Security made a report and I told the front desk and the concierge about the incident. While I was trying to get up I yelled for someone to hit the emergency STOP. THE IS NO EMERGENCY STOP SWITCH ON THE ESCALATOR. I am 70 years old and I will be sore for some time, an older person or a child may have had a more SERIOUS issue on that escalator. I was at The Palmer House from 12-19 to 12-22 2014 AND NOT ONE PERSON FROM THE PALMER EVER CONTACTED ME TO CHECK MY WELL BEING.
Initial Business Response /* (1000, 5, 2015/07/08) */
Contact Name and Title: Andy [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
Good afternoon Ms.[redacted]
Thank you for choosing the Palmer House for your visit to Chicago. We sincerely apologize that your stay...
with us is not enjoyable. I understand that you handed your debit card at check in to the agent when we inquired about a form of payment required for check in. We did authorized the debit card you provided for the required amount of $830.94 but due to a system glitch the authorization showed initially as pending which prompted us to inquire about an alternate form of payment. The credit card you provided as alternative was then authorized for $830.94. Moments later our system caught up and the debit card that you had initially provided for payment showed an authorized approval.
We did contact your bank to resolve the issue but unfortunately the bank confirmed it would take about 24 hours to release the funds on your debit card and I understand that wasn't an option as you needed funds available immediately. We agreed to a $500.00 cash paid out on your debit card and our Manager on Duty Ishawa [redacted] and our Supervisor Alhaji [redacted] escorted you to an ATM nearby to deposit the cash. It is my understanding that the funds were needed, however, this was the card you initially provided for authorization and if it wouldn't have been for the system glitch the card would have been authorized immediately. The error on our end was that the credit card was swiped and authorized as we thought your initial card would not go though. We did provide dinner in our Lockwood restaurant, breakfast for all days and guest room internet for the inconvenience.
Unfortunately the debit card re-authorized when we posted the $500.00 cash paid out to your room making it necessary to issue you another $500.00 in cash. We certainly apologize for the stress we have caused and did credit one night room and tax for the inconvenience. Should you have incurred any fees due to the authorization we were holding on your debit card please forward us your bank statement that shows the fees due to our authorization and we will be more than happy to reimburse you.
Once again we apologize for the inconvenience we have caused and hope you are enjoying Chicago.
Best regards,
Andy [redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/07/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response from the hotel however The Palmer House Hilton still has a hold of 830.94 on my Capital One credit card. I've already satisfied my fees with my bank card.