Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]My bank told me there was nothing wrong with my credit cardWhen it was declined, the bank said, it was when the hotel clerk keyed it in manuallyThe same card was accepted when he ran it through electronically, my bank told me I don't understand why the hotel clerk couldn't give my the benefit of the doubtThe decision to throw out our reservation was made before we got to the hotelWhen we got there and he processed the credit card electronically, the card went through fineIn the end, this is a timing issueI also called the hotel about p.mand told the clerk we'd be lateIn my opinion, this business' practices are downright cheapIt's clear our card was fineOur bank, *** *** *** *** in Fort Wayne, Indiana, told me soThere was clearly enough money in our accountThis hotel, in my opinion, is just finding another way to make money by finding a way to invalidate our credit card and not honor the original room rateIf this practice is norm, then this hotel and other hotels should wake up big time! I will never stay at this hotel chain again and I will tell my friends not to stay there!
Regards,
*** ***
This customer did have a reservation through ABVI for April 1st In the early evening we tried to authorize his card to make sure it was valid, which we do with all reservationsWe attempted to authorize it twiceBoth times the card was declinedIf the customers card is set up to prevent
manual entry of the card, then it will come across as a decline, which we showed him the decline receipt, and by his own admission, they did see that we attempted to authorize the cardAs per ABVI policy which is listed on the reservation confirmation that all customers receive, "all reservations made have to have a guaranteed credit card that is valid" by it being declined whether the customer is here or not, that is a breach of the reservation contract, and since he provided a credit card that could not be validated, his reservation was canceled as to ABVI (and all online reservation based booking from any booking company) we canceled his reservationIf your reservation is canceled do to failure to provide a valid card at the time that we attempt to process it, then we will charge you the rate for the room that is being charged for that day, without the reservation, what ever special rate you had set with them is no longer valid, and you will have to pay the full rateThat is the policy of pretty much every hotelI'm sorry that he found that to be an inconvenience, but he will know in the future to provide a valid card when booking a reservationWe followed all of the policies associated with an online booking through ABVI, and we were not trying to cheat the customerWe tried to call the customer several times, and left a voicemail on his phone notifying him hours before he showed upHe had plenty of time to check his phone and provide us with a valid credit card before we canceled his reservationHe failed to contact us back when we told him that if he didn't call us back within a certain amount of time to provide a valid credit card to hold his room, then we would be canceling his reservationAgain, this hotel followed all policies and procedures associated with any online booking that does not provide a valid credit card.Kenny P***Owner
In regards to complaint issued by customer [redacted], who checked in February 27th and checked out same day. Customer had the room for two hours before coming down and complaining about the room. Hotel policy states that customers have 15 minutes after check in to come down and either...
request for a refund, One of the hotel Management staff has to go up to inspect the rooms before issuing a refund. Upon inspection of the room, it was determined that the customer had used the bed in the room, and taken a shower in the room, which meant that housekeeping had to clean the room. Also to be noted, the room that the customer stayed had and still has had no repainting or remodeling to that room, room 317.The customer was informed that due to the amount of time that he had stayed in the room, and since he had clearly used the room, that we would not be issuing a refund, that he would be charged for the use of the room. At this time it appears that the customer is trying to fabricate reasons to complain because he was not issued a refund after using the room, that had to be closed down for the remainder of the night, as housekeeping had already left for the day after he checked out. If you have any further questions, you are welcome to contact us at the number provided above between 10 AM and 8PM.Michael S[redacted]ManagerAuthorized by Kenny P[redacted]Owner
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]My bank told me there was nothing wrong with my credit cardWhen it was declined, the bank said, it was when the hotel clerk keyed it in manuallyThe same card was accepted when he ran it through electronically, my bank told me I don't understand why the hotel clerk couldn't give my the benefit of the doubtThe decision to throw out our reservation was made before we got to the hotelWhen we got there and he processed the credit card electronically, the card went through fineIn the end, this is a timing issueI also called the hotel about p.mand told the clerk we'd be lateIn my opinion, this business' practices are downright cheapIt's clear our card was fineOur bank, *** *** *** *** in Fort Wayne, Indiana, told me soThere was clearly enough money in our accountThis hotel, in my opinion, is just finding another way to make money by finding a way to invalidate our credit card and not honor the original room rateIf this practice is norm, then this hotel and other hotels should wake up big time! I will never stay at this hotel chain again and I will tell my friends not to stay there!
Regards,
*** ***
This customer did have a reservation through ABVI for April 1st In the early evening we tried to authorize his card to make sure it was valid, which we do with all reservationsWe attempted to authorize it twiceBoth times the card was declinedIf the customers card is set up to prevent
manual entry of the card, then it will come across as a decline, which we showed him the decline receipt, and by his own admission, they did see that we attempted to authorize the cardAs per ABVI policy which is listed on the reservation confirmation that all customers receive, "all reservations made have to have a guaranteed credit card that is valid" by it being declined whether the customer is here or not, that is a breach of the reservation contract, and since he provided a credit card that could not be validated, his reservation was canceled as to ABVI (and all online reservation based booking from any booking company) we canceled his reservationIf your reservation is canceled do to failure to provide a valid card at the time that we attempt to process it, then we will charge you the rate for the room that is being charged for that day, without the reservation, what ever special rate you had set with them is no longer valid, and you will have to pay the full rateThat is the policy of pretty much every hotelI'm sorry that he found that to be an inconvenience, but he will know in the future to provide a valid card when booking a reservationWe followed all of the policies associated with an online booking through ABVI, and we were not trying to cheat the customerWe tried to call the customer several times, and left a voicemail on his phone notifying him hours before he showed upHe had plenty of time to check his phone and provide us with a valid credit card before we canceled his reservationHe failed to contact us back when we told him that if he didn't call us back within a certain amount of time to provide a valid credit card to hold his room, then we would be canceling his reservationAgain, this hotel followed all policies and procedures associated with any online booking that does not provide a valid credit card.Kenny P***Owner
In regards to complaint issued by customer [redacted], who checked in February 27th and checked out same day. Customer had the room for two hours before coming down and complaining about the room. Hotel policy states that customers have 15 minutes after check in to come down and either...
request for a refund, One of the hotel Management staff has to go up to inspect the rooms before issuing a refund. Upon inspection of the room, it was determined that the customer had used the bed in the room, and taken a shower in the room, which meant that housekeeping had to clean the room. Also to be noted, the room that the customer stayed had and still has had no repainting or remodeling to that room, room 317.The customer was informed that due to the amount of time that he had stayed in the room, and since he had clearly used the room, that we would not be issuing a refund, that he would be charged for the use of the room. At this time it appears that the customer is trying to fabricate reasons to complain because he was not issued a refund after using the room, that had to be closed down for the remainder of the night, as housekeeping had already left for the day after he checked out. If you have any further questions, you are welcome to contact us at the number provided above between 10 AM and 8PM.Michael S[redacted]ManagerAuthorized by Kenny P[redacted]Owner